JDXpert is looking for YOU!
We are seeking a Product Adoption Specialist to lead the strategy, design, and execution of training and enablement programs that drive customer adoption, product engagement, and overall success. This role plays a critical part in our product modernization efforts—rethinking how we onboard, educate, and activate both customers and internal teams.
You’ll work cross-functionally with Product Management, Implementation, Customer Success, Sales, and Support—owning initiatives across the customer lifecycle, from pre-sale education to post-sale onboarding, training, and ongoing engagement. Your impact will be seen in increased product utilization, improved user satisfaction, and scalable enablement programs powered by tools like Pendo, LMS platforms, and modern video content.
What you'll do:
- Conduct a thorough assessment and overhaul of existing training materials and methodologies to ensure alignment with current product modernization efforts.
- Develop and launch product adoption programs using LMS platforms, Pendo guides, interactive tutorials, and video-based learning.
- Manage and administer our LMS platform, ensuring content remains current, accessible, and effectively structured.
- Create engaging instructional videos, interactive tutorials, and user guides utilizing Pendo and other tools to enhance user adoption and customer success.
- Analyze Pendo usage data to identify training gaps and inform the development and prioritization of training materials.
- Collaborate with the Product, Support, Implementation, and Customer Success teams to identify training needs, gather feedback, and continuously enhance customer enablement initiatives.
- Develop internal enablement resources and training programs for Sales, Support, and CSM teams to enhance product understanding and improve customer interactions.
- Monitor and evaluate the effectiveness of training programs using relevant metrics, user feedback, and analytics, continually refining approaches to maximize engagement and effectiveness.
- Stay current with industry trends, emerging technologies, and best practices in training and enablement to continuously enhance our training offerings.
What you'll have:
- Bachelor's degree in Education, Instructional Design, Communications, or related field preferred.
- 3+ years of experience in customer enablement, training, or product adoption—ideally in a SaaS environment.
- Proficiency with Learning Management Systems (LMS), including experience with content creation, administration, and user analytics.
- Hands-on experience creating and editing instructional videos and tutorials using industry-standard software (e.g., Camtasia, Adobe Premiere, Final Cut Pro).
- Proven expertise with Pendo, including creating and managing interactive guides, in-app training modules, and analyzing usage data to enhance training effectiveness.
- Excellent communication, interpersonal, and collaborative skills with experience working cross-functionally with Implementation, Support, Sales, and Customer Success teams.
- Strong organizational skills, with an ability to manage multiple projects simultaneously and deliver high-quality results.
- A proactive, innovative mindset with a commitment to continuous improvement and customer-centric enablement.
As a bonus, you'll also have:
- Experience launching customer education or digital adoption programs at scale.
- Certification or coursework in instructional design, digital adoption, or customer education.
- Familiarity with digital adoption platforms (DAPs) and in-app guidance tools beyond Pendo (e.g., WalkMe, Whatfix).
- Experience working in HR tech or with complex B2B SaaS products.
This is a remote role and reports to our SVP, Product.