Customer Adoption Consultant

Role Purpose 

The Customer Adoption Consultant helps customers successfully onboard, use and realise value from IFS.ai Logistics. Working within the adoption operating model and with coaching from a Customer Adoption Manager, the Consultant coordinates customer activities, maintains delivery discipline, analyses adoption signals, delivers training and turns customer feedback into clear actions. The scope is narrower than the Manager role, with defined accounts or workstreams and clear escalation for complex commercial, executive or delivery decisions. 

Key Accountabilities 

1. Deliver Structured Customer Onboarding 

• 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; keep owners, dependencies and deadlines visible and accurate. 

• Coordinate customer data, provider and workflow inputs with Product Operations and technical teams, escalating quality or readiness risks early. 

2. Enable Product Adoption 

• Help translate customer goals into practical use cases, learning plans, milestones and measures of success. 

• 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. 

3. Maintain Customer Health and Value Evidence 

• Maintain accurate account records, adoption metrics, health signals, progress updates and value evidence in agreed systems. 

• Analyse customer feedback, product usage and operational information to identify risks, needs and improvement opportunities. 

• Prepare materials for adoption reviews and executive meetings, including progress, outcomes, risks, actions and next steps. 

• Capture customer quotes, proof points, success stories and referenceability signals with appropriate approval. 

4. Support Retention, Expansion and Product Feedback 

• Surface adoption risks and contribute to recovery plans under the direction of the Customer Adoption Manager or account owner. 

• Identify potential expansion opportunities from workflow gaps, customer requests and underused or adjacent capabilities, then route them to the appropriate lead. 

• Gather structured customer feedback and translate it into clear evidence for Product, Engineering and operational teams. 

• Support feature validation, user acceptance activity and post-release feedback for assigned customers. 

5. Improve the Adoption Practice 

• Keep playbooks, templates, SOPs and knowledge assets accurate and up to date. 

• Contribute lessons learned from customer engagements and suggest practical improvements to processes and automation. 

• Apply consistent quality, data governance and documentation standards across assigned work. 

• Build product and logistics domain knowledge and share learning with colleagues.

Department: Research and Development
Function: Business Development
Experience Level: Mid-Senior Level