Description
The Client Engagement & Adoption Lead is a specialized role within the Client Experience organization, responsible for elevating client proficiency and confidence through targeted education and engagement programs. This role partners closely with school district leaders, internal teams, and state agencies to ensure districts receive high-quality training, clear guidance on complex processes (especially State Reporting), and consistent opportunities to maximize the value of their School ERP Pro solutions.
Whereas Client Experience Managers focus broadly on relationship management, the Client Engagement & Adoption Lead has a concentrated focus on training, enablement, adoption, and product feedback for clients within their assigned region.
The ideal candidate blends deep School ERP Pro knowledge (preferably in K-12 State Reporting, HR/Finance workflows, or public sector ERP) with an educator's mindset-skilled at simplifying complexity, facilitating live and asynchronous learning, and creating feedback loops that inform product improvements.
Key Responsibilities
Client Education and Enablement
Assess client education needs within the assigned region, focusing on complex areas such as State Reporting, compliance, and software adoption.
Design, deliver, and refine training (virtual and in-person) tailored to different user groups (payroll, HR, finance, IT, etc.).
Develop self-service resources such as job aids, videos, recorded webinars, and user guides that empower district users.
Client Engagement
Build trusted relationships with school districts, proactively engaging with them during key calendar events (state reporting windows, fiscal year-end, etc.).
Coordinate and host regional user group meetings, workshops, and peer-to-peer learning opportunities.
Monitor product adoption trends and proactively recommend additional training or process changes to improve client outcomes.
Collaboration and Advocacy
Act as a liaison between districts and internal teams (Product, Development, Support, Sales) to communicate client needs and enhancement priorities.
Consolidate and document feedback from clients to inform roadmap discussions and backlog prioritization.
Collaborate with CXMs to provide strategic engagement support for districts at risk or districts facing complex state or regulatory challenges.
Product Knowledge and Compliance Expertise
Maintain deep knowledge of School ERP Pro modules, particularly those related to state and federal compliance.
Stay current on K-12 compliance requirements, state reporting timelines, and regulatory changes; ensure districts receive timely guidance and training.
Support state-specific initiatives by partnering with internal and external stakeholders (state DOE offices, advisory boards, etc.).
Operational Excellence
Track and measure the effectiveness of training initiatives using analytics and feedback tools.
Maintain accurate records of educational engagements, client feedback, and program participation.
Assist in the creation of standardized materials and best practice workflows to improve consistency of client experiences.
Qualifications
Education & Experience
BS/BA in Education, Business, Information Systems, or related field; or equivalent experience.
3-5+ years of experience in client-facing roles such as training, implementation, product support, or product management within ERP, HRIS, or SaaS (K-12 or public sector preferred).
Direct experience with K-12 state reporting, compliance workflows, or regulatory change cycles is highly valued.
Experience facilitating training (live and recorded) and presenting at user groups or conferences.
Skills & Competencies
Exceptional communication skills with the ability to explain complex concepts simply and effectively to non-technical audiences.
Strong instructional design instincts for both live and asynchronous learning.
Highly collaborative, with the ability to influence and work across Product, Support, and CX teams.
Comfortable analyzing client data (adoption, feature usage) to identify patterns and address gaps.
Tools proficiency: LMS platforms, webinar software, PowerPoint, Excel/Sheets; experience with MS Dynamics/Jira is a plus.
Able to travel up to 20% for user groups, onsite training, and strategic state-level engagements.