Digital Adoption Specialist

ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes project management, document collaboration, whiteboards, spreadsheets, and AI. Our dedication to enhancing productivity has earned us recognition on prestigious lists including the Forbes Cloud 100, Fast Company's Most Innovative Companies, Inc. Power Partners and #1 on two of G2's Best Software Products Lists for 2023 - #1 Project Management Product and #1 Collaboration and Productivity Product.  With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week. 🦄

Customer service is our #1 Core Value at ClickUp, and we want users of all sizes to experience the absolute best support interactions they've ever had. Our Digital Adoption Specialists strategically step in at crucial points of the user lifecycle to offer targeted support through Zoom and email, helping users grow within the platform.

As a Growth Support or Digital Adoption Specialist, you'll play a critical role in enabling user success through two mediums - scaled plays and recurring services. Both of which are strategies used to help users scale in the platform and create positive NDR for the business.

Role:

• Build a deep knowledge of the ClickUp product to provide targeted support to ClickUp users.

• Work closely with users to understand their goals and blockers. Then translate that information into solutions that allow users to continue to scale in the platform.

• Provide support to users through both group workshops, 1:1 sessions, and handling tickets.

• Proficiency in providing both transactional user support and also client relationship management.

Key Responsibilities:

• Understand users business needs and the best application of ClickUp to their process & workflows

• Provide exceptional customer service and support to ClickUp customers

• Understand & consolidate customer needs and pain points, and provide feedback to internal teams to inform product and feature development

• Navigates all available resources to ensure knowledge of feature requests, workarounds, and adherence to documented procedures.

• Continuously looks through the lens of providing the best customer experience.

• Contribute to the improvement of our scaled plays, team processes, and client-facing support documentation.

• Maintains critical knowledge of ClickUp's Ideal Customer Profiles

• Build a book of businesses in our micro managed services.

• Ownership of tickets

Qualifications:

• Bachelor's degree in business, communications, or related field

• 3+ years of experience in customer service and support, growth, or related field, preferably in a SaaS or technology industry

• Past experience supporting clients directly on Zoom or other VC tooling

• Strong analytical and problem-solving skills, with experience in data analysis and growth strategies

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and collaborate effectively with cross-functional teams

• Ability to work in a fast-paced environment and manage multiple priorities

• Experience with customer service and support tools, such as Zendesk, preferred.

• Experience using ClickUp strongly preferred

#clientsuccess #customersupport #customersuccess

#LI-Remote #LI-JAE

Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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• If you are a European Job Applicant, see our privacy policy for further details.

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Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.