Customer Adoption & Onboarding Specialist

IRIS; Slough; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

IRIS in the United Kingdom (Manchester or Slough) is seeking a proactive Customer Adoption Executive to help customers realise value from their investment in their first year. You’ll onboard new customers, drive product adoption, capture feedback, and work with Sales, Professional Services, Support, and Customer Success to ensure an outstanding start.

You'll build trust, guide activation, share learning resources, and monitor customer health to identify churn risks while collaborating to improve

Qualifications

• Experience in a customer-facing role with a passion for delivering outstanding customer experiences.
• Strong communication and relationship-building skills.
• Excellent organisational skills and the ability to manage multiple priorities.
• A proactive and problem-solving mindset.
• Confidence working with customers via phone, video calls, and email.
• Ability to build trust and credibility with a wide range of stakeholders.
• Experience using CRM platforms such as Salesforce, Gainsight, or similar systems.
• Good Microsoft Office skills, particularly Excel, Word, and PowerPoint.

Responsibilities

• Deliver onboarding calls and welcome sessions for new customers following contract signature.
• Guide customers through account activation, setup, and initial adoption activities.
• Promote available training resources, support channels, and self-service tools.
• Build customer confidence during the early stages of their journey.
• Support implementation readiness and coordinate with Professional Services where required.
• Proactively engage customers to increase product usage and maximise value.
• Identify and address barriers preventing successful adoption.
• Share best practices, product capabilities, and relevant learning resources.
• Monitor customer health indicators and escalate when necessary.
• Support customers in achieving their objectives and desired outcomes.
• Build strong relationships through regular inbound and outbound customer interactions via phone and Microsoft Teams.
• Capture customer feedback and share insights with internal teams.
• Maintain accurate customer records within CRM and customer success platforms.
• Ensure all customer interactions are logged, tracked, and followed through to completion.

Skills

Customer-facing

Communication

Organization

Problem solving

Phone/Video/Email

Stakeholder management

CRM experience

Tools

Salesforce

Gainsight

Microsoft Office

Job description

IRIS in the United Kingdom (Manchester or Slough) is seeking a proactive Customer Adoption Executive to help customers realise value from their investment in their first year. You’ll onboard new customers, drive product adoption, capture feedback, and work with Sales, Professional Services, Support, and Customer Success to ensure an outstanding start.

You'll build trust, guide activation, share learning resources, and monitor customer health to identify churn risks while collaborating to improve