Digital Adoption Specialist

Captrust

Raleigh, NC

Full Time

Senior

16 days ago

Job Description

About the Role

CAPTRUST is seeking a Digital Adoption Specialist to play a key role in driving efficiency and effectiveness across the organization. This position is responsible for enhancing the user experience within our central CRM system by implementing in-app guidance through a digital adoption platform. The goal is to reduce user errors, streamline workflows, and improve overall system adoption. The ideal candidate will focus on creating seamless user journeys and ensuring employees are well-equipped to navigate and utilize the CRM to its full potential.

Key Responsibilities

Own and manage the Digital Adoption Platform (DAP), including deployment, configuration, and ongoing maintenance
Develop and execute strategies that improve user adoption of the CRM through digital adoption platforms
Design and implement in-app guidance, walkthroughs, and tips within the CRM to facilitate real-time user assistance
Analyze how users interact with the CRM system to identify opportunities for enhanced digital adoption, including mapping out user journeys and pinpointing areas for in-app support
Collaborate with the CRM product team to integrate walkthroughs for new features, ensuring immediate guidance for users
Work with Talent Acquisition, Learning & Development, and internal communications to understand application usage needs and develop supporting content
Define success metrics for digital adoption initiatives and monitor progress
Publish reports on application adoption rates, user proficiency, and impact on business outcomes
Produce engaging content to support user training, onboarding, and ongoing productivity

Requirements

Bachelor's degree preferred or equivalent experience
6-8 years of applicable experience; investment industry experience is a plus
Proven experience in digital adoption, user experience design, or related field
Familiarity with CRM systems, particularly Dynamics 365, and digital adoption platforms like WalkMe
Strong analytical skills to assess system usage and identify areas for improvement
Excellent communication and collaboration abilities across teams and stakeholders
Knowledge of current user adoption, change management methodologies, and organizational change principles
Creative and strategic thinking skills for developing innovative digital adoption approaches

Nice to Have

Experience with CRM systems, especially Dynamics 365
Experience with digital adoption platforms like WalkMe
Knowledge of change management methodologies and organizational change principles

Qualifications

Bachelor's degree preferred or equivalent experience
6-8 years of applicable experience

Benefits & Perks

Comprehensive health coverage
401(k) program with a 5% employer match
Financial planning for colleagues
Employee ownership opportunities
Brick Bonus success sharing program
Personify Health wellness platform
Fully stocked break room and fun employee events
Opportunities for personal growth

Working at Captrust

CAPTRUST emphasizes a great culture in which to work and grow, with a focus on service, continuous improvement, and high standards. The organization values building successful, collaborative, and trusting relationships, and promotes integrity, community involvement, and diversity. They prioritize hiring individuals with a commitment to service, a genuine interest in others, and a passion for personal and organizational growth.

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