Product Adoption Specialist
Confirmed live in the last 24 hours
ConnectWise
Job Description
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary
The Product Adoption Specialist is responsible for driving the successful adoption and utilization of ConnectWise products among new and existing partners. This role works in partnership with the Partner Success team to accelerate time-to-value, optimize product usage, and enable partners to achieve their business objectives through effective change management and best practice implementation. The Product Adoption Specialist manages a high volume of partner engagements on a time-bound basis, guiding partners through critical adoption milestones until established utilization thresholds are achieved.
Essential Duties and Responsibilities
- Serves as the primary point of contact for partners during the product adoption phase, providing guidance, training, and support throughout the implementation journey.
- Develops and executes tailored adoption plans for partners based on their business goals, technical environment, and utilization targets, ensuring alignment with ConnectWise best practices.
- Conducts product demonstrations, training sessions, and workshops to educate partners on features, functionality, and optimal configuration approaches.
- Applies change management principles and methodologies to help partners overcome resistance, build internal adoption momentum, and embed new workflows into daily operations.
- Monitors adoption metrics including feature usage, login frequency, configuration completeness, and engagement levels to identify at-risk partners and proactively intervene.
- Creates and maintains adoption resources including playbooks, quick-start guides, video tutorials, and knowledge base articles to scale enablement efforts.
- Collaborates cross-functionally with Sales, Implementation, Technical Support, and Partner Success teams to ensure seamless partner experience and successful handoffs.
- Documents partner feedback, identifies product enhancement opportunities, and shares insights with Product Management to inform roadmap priorities.
- Manages a portfolio of 30-50+ concurrent partner engagements, prioritizing activities based on adoption risk, business impact, and milestone timelines.
- Achieves adoption success criteria within defined timeframes (typically 30-90 days), successfully transitioning partners to ongoing Customer Success management upon reaching utilization benchmarks.
Knowledge, skills, and/or abilities required
- Demonstrated ability to manage high-volume workloads (30+ concurrent accounts) with strong prioritization and time management skills.
- Working knowledge of change management frameworks (ADKAR, Prosci, Kotter) and ability to apply change management best practices to technology adoption scenarios.
- Strong technical aptitude with ability to quickly learn complex software platforms and articulate technical concepts to non-technica
