Onboarding & Adoption Specialist

IRIS; Manchester; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Commission

Job summary

IRIS Software Group is seeking a Customer Adoption Executive in a hybrid role based in Manchester or Slough. You will onboard new customers, drive product adoption, and collaborate with Sales, Professional Services, Support and Customer Success teams to ensure a superb start to the journey.

You will lead onboarding sessions, promote training resources, and monitor adoption metrics to maximise value and retention, while building strong customer relationships via phone, video, and email.

Qualifications

• Experience in a customer-facing role with a passion for delivering outstanding customer experiences.
• Experience using CRM platforms such as Salesforce, Gainsight, or similar systems.

Responsibilities

• Deliver onboarding calls and welcome sessions for new customers after 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 learning resources.
• Monitor customer health indicators and escalate accordingly.
• 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 experience

Communication skills

Organisational skills

Problem-solving mindset

CRM platforms

Salesforce

Gainsight

Phone/Video/Email communication

Microsoft Office

Tools

Salesforce

Gainsight

Job description

IRIS Software Group is seeking a Customer Adoption Executive in a hybrid role based in Manchester or Slough. You will onboard new customers, drive product adoption, and collaborate with Sales, Professional Services, Support and Customer Success teams to ensure a superb start to the journey.

You will lead onboarding sessions, promote training resources, and monitor adoption metrics to maximise value and retention, while building strong customer relationships via phone, video, and email.