Every is seeking a Platform Adoption Specialist for a hybrid role that blends high-touch consulting, masterful implementation, and structured, SLA-driven support. You will be the trusted, strategic advisor to customers, ensuring they experience predictability, accountability, and proactive partnership to drive feature adoption, platform optimization, and retention.
What You'll Do
- Orchestrate seamless onboarding and implementations for key customer expansions and upsells, ensuring alignment with platform best practices.
- Partner with Account Managers to conduct post-onboarding health checks.
- Deliver elite, tiered support as the named specialist for Dedicated and Premium support tiers.
- Govern SLAs (response times, resolution targets) across all support tiers.
- Proactively conduct platform health checks, lead workflow optimization sessions, and deliver data-backed adoption nudges.
- Triage and resolve complex support tickets alongside the Platform Enablement team.
- Build deep, consultative relationships by providing tailored guidance that evolves with customer needs.
- Deliver advanced workflow optimization and troubleshooting.
- Generate and present compelling insights reports and proactive alerts for Dedicated and Premium customers.
- For Premium partners, respond within two hours, architect same or next-day solutions, and craft custom documentation and strategic playbooks.
- Leverage the platform's AI insights and automation to provide strategic recommendations improving adoption, efficiency, and student engagement.
- Work closely with Account Management to align technical solutions with renewals and expansions, uncovering upsell opportunities.
- Create and refine scalable resources, playbooks, and AI-enhanced templates to standardize support and onboarding engagements.
What We're Looking For
- 5+ years of dynamic experience in a role blending technical and strategic responsibilities, ideally within higher education, marketing/communications, SaaS, or consulting.
- A proven track record of balancing structured, SLA-governed support with high-touch strategic consultation.
- Exceptional communication skills to build trust with stakeholders from technical users to C-level executives.
- Strong critical thinking and problem-solving abilities, with a talent for applying AI concepts to solve real-world challenges within CRM and higher education workflows.
- Deep familiarity with CRM systems and the intricacies of higher education processes (admissions, enrollment, student success).
- Genuine passion for harnessing technology and AI to improve educational outcomes.
Nice to Have
- Direct experience with the Element451 platform.
Team & Environment
This is a hybrid role blending consulting, implementation, and support.
Benefits & Compensation
- Remote-first culture
- Home office allowance
- 20 Days PTO
- 10 Company Holidays + Christmas break
- 4% 401(k) Match
- Competitive Medical, Dental & Vision offerings
Work Mode
This is a remote-first position.
Every is an equal opportunity employer.
