Customer Adoption Consultant

IFS

. Coordinate assigned customer onboarding activities from handover through first value using agreed playbooks, templates and governance .

Posted 11/3/2026full-timeRemote • Illinois • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in B2B SaaS customer success and onboarding, with strong capabilities in project coordination, data analysis, and customer engagement. Proficient in delivering training and support while maintaining documentation standards and fostering cross-team collaboration.

Highest-signal resume keywords

B2B SaaS Customer SuccessProject CoordinationData AnalysisTraining DeliveryCustomer Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementData GovernanceDocumentation StandardsCustomer OnboardingProduct TrainingSaaS PlatformsExcel ProficiencySQLProduct AnalyticsChange Communications

Soft Skills

Strong OrganisationClear CommunicationProblem SolvingStakeholder ManagementFollow-Through

Tools & Technologies

BI ToolsCollaboration ToolsOperational WorkflowsAI-Enabled SoftwareCustomer Feedback Systems

Certifications & Qualifications

Relevant Degree in BusinessProject Management CertificationSupply Chain Certification

Industry Keywords

LogisticsTransportSupply ChainFreight AuditFinance OperationsCustomer-Facing RoleImplementationConsultingChange ManagementEnterprise Process

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Coordinate assigned customer onboarding activities from handover through first value using agreed playbooks, templates and governance
Prepare kick-off materials, project plans, action trackers, weekly updates, meeting notes, risk logs and customer documentation
Run working-level customer meetings and follow-ups, maintaining visibility of owners, dependencies and deadlines
Coordinate customer data, provider and workflow inputs with Product Operations and technical teams
Translate customer goals into practical use cases, learning plans, milestones and success measures
Deliver or coordinate product training, enablement sessions, SOPs and point-of-need guidance
Monitor usage, engagement and completion of agreed activities; follow up on barriers and recommend interventions
Support customers in embedding the platform into routine logistics, finance and operational workflows
Maintain account records, adoption metrics, health signals, progress updates and value evidence
Analyse customer feedback, product usage and operational information to identify risks, needs and improvement opportunities
Prepare materials for adoption reviews and executive meetings
Capture customer quotes, proof points, success stories and referenceability signals with appropriate approval
Surface adoption risks and contribute to recovery plans
Identify potential expansion opportunities and route them to the appropriate lead
Gather structured customer feedback and translate it into evidence for Product, Engineering and operational teams
Support feature validation, user acceptance activity and post-release feedback
Keep playbooks, templates, SOPs and knowledge assets accurate and up to date
Contribute lessons learned and suggest improvements to processes and automation
Apply consistent quality, data governance and documentation standards
Build product and logistics domain knowledge and share learning with colleagues

Requirements

What you’ll need

Approximately two or more years of experience in B2B SaaS customer success, onboarding, implementation, consulting, project coordination, product operations or a related customer-facing role
Strong organisation and follow-through, with the ability to manage actions, deadlines, documentation and multiple stakeholders
Clear written and verbal communication and confidence facilitating working sessions with customers
Comfort using data and customer evidence to monitor progress, identify issues and prepare concise updates
Customer-focused problem solving with the judgement to resolve routine issues and escalate material risks appropriately
Good Excel capability and confidence learning SaaS platforms, collaboration tools and operational workflows
Ability to work across teams and maintain accuracy in a fast-moving environment
Experience in logistics, transport, supply chain, freight audit, finance operations or another complex enterprise process is desirable
Experience delivering software training, adoption activities or change communications is desirable
Exposure to product analytics, BI tools, SQL or structured data validation is desirable
Experience working with AI-enabled software or explaining analytical outputs to users is desirable
Relevant degree or professional certification in business, project management, supply chain, data or a related discipline is desirable

Benefits

Comp & perks

Flexible and hybrid work opportunities
Inclusive workplace experiences and community
Sustainability-focused company environment
Opportunity to work in a global, diverse environment
Training, enablement sessions, SOPs and point-of-need guidance
Professional knowledge-sharing and development opportunities