[Hiring] Implementation Specialist @AudienceView

Role Description

You are a dedicated and enthusiastic Adoption Consultant who plays a critical role in ensuring clients fully adopt and utilize our marketing software to its fullest capabilities. Your mission is to ensure clients experience strong value from our product, leading to their long-term success and satisfaction.

What you’ll do:

• Onboarding and Training:
  • Act as a subject matter expert on AudienceView’s marketing tools by maintaining a thorough knowledge of its functionality and best practices.
  • Guide new clients through the setup process, ensuring a seamless and successful start.
  • Schedule regular calls with clients to check their progress and ensure onboarding deadlines are met.
  • Provide comprehensive training sessions for clients, covering all features and functionalities of the software.
  • Attend client on-site training and consulting sessions as required.
  • Work closely with the Project Manager and other assigned resources to deliver projects within agreed timelines and budget.
  • Facilitate and promote excellent teamwork through clear, concise, accurate, and open communication across all communication channels.
• Product Adoption:
  • Ensure clients fully adopt and utilize all features of the product to achieve their business goals.
  • Translate client questions and problems into solutions using the software’s feature set.
  • Identify opportunities and challenges for clients and propose best practices for optimizing their business processes using the software.
  • Conduct consulting sessions for clients using new features and looking for the best approach to meet their specific business needs.
  • Conduct regular check-ins and review sessions to ensure clients are leveraging the product effectively.
  • Collaborate across internal teams and external stakeholders to provide expertise in assessment, analysis, evaluation of alternative solutions, and resolution of issues within the product.
• Resource Development:
  • Participate in the creation of content and articles to facilitate training for new and existing clients.
  • Develop and update training materials, guides, and tutorials to support client education and product adoption.
  • Collaborate with internal teams to ensure training resources are up-to-date and aligned with product updates.
  • Work closely with the support team to ensure talking points with clients are consistent, and resource development is in line with client needs.

Qualifications

• Experience working in a highly client-facing role within a marketing-related SaaS organization, with direct responsibility for client education and adoption.
• Strong understanding of marketing tools and concepts, including email marketing, social media, web analytics, and digital campaigns.
• Proven experience training clients on software products through 1:1 sessions, group training, webinars, and live walkthroughs.
• Demonstrated ability to understand client marketing challenges, translate them into practical solutions, and clearly explain how to execute those solutions using the product.
• Comfortable taking a hands-on, consultative approach with clients, acting as a trusted partner focused on product adoption and long-term success.
• Ability to proactively monitor client progress and step back in when clients struggle, providing retraining, clarification, and guidance as needed.
• Strong verbal and written communication skills, with the ability to explain “how to do something” clearly, patiently, and effectively.
• Enthusiasm for collaborating closely with clients to solve problems and achieve their desired marketing outcomes.
• Strong critical-thinking skills, with the ability to assess a problem and determine the steps needed to drive results.
• Ability to manage multiple clients and priorities in a dynamic, fast-moving environment.
• Solid understanding of Mac and/or Windows operating systems and internet-based applications.

Requirements

• Knowledge of, or Experience working with ticketing platforms, live events industries or similar technology solutions.
• Previous experience acting as a product expert or adoption specialist rather than in a traditional support or queue-based role.

Benefits

• Excellent benefits, competitive salaries, flexible hours, remote work opportunities, and more!
• Remote-first company culture allowing flexibility to work anywhere in Canada, the USA, UK, and Chile.
• Flexible work schedule with alternating Fridays off and uncapped vacation and sick policy.
• Diversity and inclusion are core values, welcoming applicants from all backgrounds and providing accommodations throughout the recruitment process.