Adoption and Implementation Specialist

BNI Global; Charlotte (NC); On-site; USD 80,000 - 110,000; Full time

Job summary

BNI Global is seeking an Adoption & Implementation Specialist to drive successful adoption of products and platforms across company-owned and franchise markets. You will train, coach, and enable users, partner with Operations, Product, Technology, Marketing, and regional teams, and translate implementation plans into practical resources and support.

You will collect feedback, monitor adoption metrics, maintain documentation, and use AI-enabled tools to improve training content and efficiency

Qualifications

• 3+ years of experience in adoption, implementation support, training, enablement, customer success, operations, learning and development, or related roles.
• Experience delivering training, facilitation, coaching, user support, or adoption programs.
• Experience creating practical enablement materials such as guides, job aids, FAQs, presentations, training resources, or user documentation.
• Strong written and verbal communication skills with the ability to translate new tools, processes, or initiatives into clear user guidance.
• Ability to travel domestically and internationally as needed.
• Experience with business technology platforms and digital collaboration tools.

Responsibilities

• Deliver training sessions, webinars, office hours, coaching conversations, and practical support to help users adopt new tools and processes.
• Develop and maintain enablement resources, including user guides, quick-reference materials, FAQs, job aids, talking points, and training content.
• Update training and support materials based on standards and leadership direction.
• Serve as a point of contact for adoption-related questions and support needs.
• Collect feedback, document challenges, and share findings with leadership and project teams.
• Maintain records of lessons learned and adoption outcomes to support continuous improvement.

Skills

Customer Service

Relationship Building

Digital Fluency

Project Management

Communication

Initiative

Problem Solving

Education

Bachelor's degree or equivalent experience

Job description

Position Summary

The Adoption & Implementation Specialist supports the successful adoption, utilization, and reinforcement of BNI products, technology platforms, operational initiatives, and strategic programs across company-owned and franchise markets. This role helps employees, franchise partners, and other stakeholders understand, apply, and sustain new tools, processes, and ways of working through practical training, coaching, communications, and enablement support.

Working closely with Operations, Product, Technology, Marketing, Learning & Development, and regional teams, the Adoption & Implementation Specialist helps translate implementation plans into clear user-facing resources and support activities. This role gathers feedback, reinforces adoption expectations, and helps identify barriers that may impact readiness, engagement, or long-term utilization.

Job Responsibilities

Implementation & Adoption Support

• Support implementation and adoption activities for new products, technology platforms, partnerships, operational programs, enterprise initiatives, and key Member-facing programs such as MFA and CRC.
• Assist with rollout timelines, readiness activities, stakeholder communications, and post-launch support plans.
• Support adoption activities by providing communications, reminders, resources, and follow-up activities aligned with implementation plans.

Training, Coaching & Enablement

• Deliver training sessions, webinars, office hours, coaching conversations, and practical support to help users adopt new tools and processes.
• Develop and maintain enablement resources, including user guides, quick-reference materials, FAQs, job aids, talking points, and training content.
• Update training and support materials based on established standards, stakeholder feedback, and direction from leadership.

Stakeholder Support & Field Feedback

• Serve as a point of contact for adoption-related questions, feedback, and support needs from employees, franchise partners, and internal stakeholders.
• Collect and document user feedback, support requests, and implementation challenges and share findings with leadership and project teams.
• Maintain records of lessons learned, best practices, stakeholder feedback, and implementation outcomes to support continuous improvement activities.

Reporting, Documentation & Continuous Improvement

• Track training participation, engagement, adoption indicators, support requests, and other implementation-related data as needed.
• Maintain accurate documentation, resource libraries, training records, and adoption support materials.
• Utilize approved AI-enabled tools to support training development, content creation, documentation, stakeholder communications, and administrative efficiency.
• Any additional duties needed to help demonstrate our core values, drive our vision, and fulfill our mission.

Success Measures

• Supports successful adoption and utilization of newly launched products, technology platforms, operational initiatives, and strategic programs.
• Delivers clear, timely, and practical training, coaching, and enablement resources that improve user readiness and confidence.
• Provides responsive support to employees, franchise partners, and internal stakeholders throughout implementation and post-launch adoption efforts.
• Accurately captures adoption feedback, user questions, and implementation challenges and escalates information appropriately.
• Maintains accurate documentation and reporting that supports visibility into training, readiness, engagement, and adoption progress.
• Uses AI-enabled tools responsibly to improve efficiency, content quality, feedback analysis, and adoption support outcomes.

Competencies

• Customer Service
• Relationship Building
• Digital Fluency
• Project Management
• Communication
• Initiative
• Problem Solving

Qualifications

Required

• 3+ years of experience in adoption, implementation support, training, enablement, customer success, operations, learning and development, or related roles.
• Experience delivering training, facilitation, coaching, user support, or adoption programs.
• Experience creating practical enablement materials such as guides, job aids, FAQs, presentations, training resources, or user documentation.
• Strong written and verbal communication skills with the ability to translate new tools, processes, or initiatives into clear user guidance.
• Ability to build relationships, support stakeholders, and influence adoption without direct authority.
• Proficiency with business technology platforms, digital collaboration tools, and common reporting or documentation practices.
• Ability to travel domestically and internationally as needed.

Preferred

• Experience in franchising, membership organizations, SaaS, technology deployment, customer success, operations, or multi-unit environments.
• Experience supporting change management, adult learning, implementation methodologies, or operational transformation efforts.
• Experience using AI-enabled tools to create training resources, support communications, analyze feedback, or improve adoption outcomes.
• Bachelor's degree or equivalent experience.

Physical Demands and Working Conditions

Working Conditions apply globally. The Physical Demands section is included to meet U.S. regulatory expectations and may not apply to individuals located outside the United States. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

This is a full-time position. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Learn more at BNI.com

An equal opportunity employer.