Adoption & Implementation Specialist

Job Description

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.