Adoption Depth: Drive customers from implementation into active, measurable, durable product usage. Build adoption plans grounded in each customer’s actual workflows, not generic playbooks. Track usage signals and intervene with substance when adoption stalls.
User Experience & Customer Workflow Mastery: Become a true expert in how each customer uses Authorium day to day — the people, the processes, the friction points, the workarounds. Surface the user-experience reality that account-level metrics alone won’t show.
Product Liaison: Serve as the structured voice of the customer to Product and Engineering. Translate raw customer feedback into prioritized, contextualized product input that helps shape roadmap decisions and improves user experience to solidify adoption and growth.
Customer Translation: Translate the product roadmap, new capabilities, and platform direction into language non-technical customer leadership can use. Help customer stakeholders understand what’s coming, what it means for their work, and how to plan for it.
Customer Accounts Team Member: Operate as a peer alongside commercial Account Managers, sharing context, surfacing signals, and coordinating on customer strategy. You bring the adoption and product lens; together with the AM team, you cover the customer end to end.
Cross-Functional Coordination: Partner with Solutions and Implementation during onboarding handoffs. Coordinate with Support and Training on customer issues that touch enablement or adoption. Work with Marketing on case studies and references where adoption stories warrant it.