Product Adoption Specialist

3 weeks ago

Toronto, Canada Plooto Full time

**About Plooto**
- 82% of small businesses fail due to cash flow problems. Plooto’s vision is to enable the advancement of small and medium-sized businesses, by developing the tools & insights they need to manage & maximize their cash flow. We aim to automate complex financial processes by building a complete cash flow management platform that unifies payments, processes, control, reconciliation, and reporting. Plooto’s multi-platform product is trusted by over 8,500 businesses and their finance teams. Plooto Network, with over 150,000 businesses, enables our customers to discover and transact with any vendor, supplier, or biller in North America.

**The Role**
- As a Product Adoption Specialist, you will focus on the onboarding journey of new customers (from SMBs to large accounting firms with their own books of clients). You’ll ensure they are set up for success as customers of Plooto. You will be a founding member of Plooto’s Product Adoption team and will play a key role in building new processes, influencing the team’s quarterly plan and driving insights about the onboarding experience for the rest of the business. The role focuses on engaging with new customers, understanding their onboarding journey, and making the existing experience better. This is a cross-functional role where you will collaborate with Marketing, Customer Experience, Product, Engineering, and Compliance. We are a high-performing organization and encourage a Championship Mindset. We leave our egos at the door and understand a diversity of perspectives is the best way to solve problems and deliver value. We win as a team For more on how we operate, check out Plooto’s Leadership Principles on our careers page.

**What You'll Do**:

- Engage with new customers proactively to ensure they are onboarded successfully at Plooto
- Create opportunities for customers to self-serve as they onboard by building in-product tooling and external content (such as training & demo videos and help center articles)
- Develop and maintain deep expertise in Plooto’s onboarding experience and back-end processes
- Build new internal processes to increase the velocity of customer conversion
- Collect user insights from engaging with customers to share across the business (i.e., with Product, Engineering, and Marketing)
- Provide support to new or prospective customers that reach out to Plooto, ensuring high customer satisfaction ratings
- Be the customer voice in Product and Marketing decisions when it comes to the onboarding journey
- Analyze feedback directly from customers and report on it to help prioritize new feature updates, platform improvements, and marketing strategies

**Your Background**:

- University/College degree in business, finance/accounting, economics, or any related discipline
- 1-2+ years of work experience as a Product Specialist in a customer experience, onboarding or training, or content creation role
- Strong problem-solving techniques, with the ability to take ownership and ensure resolution in a timely manner
- A proactive approach to ensure customer happiness - we put customer value at the heart of everything we do
- A natural collaborator with a competitive spirit - someone who works well with others to solve problems and wants to see Plooto win in its space
- Ability to prioritize tasks and manage deadlines in a fast-paced environment
- Strong leadership skills and a positive attitude (this is a must) - you must embody and align with our Leadership Principles

**Bonus Points**:

- Experience in a fintech or start-up company, financial institution or accounting firm
- Knowledge of accounting software, payment processes and accounts payable/receivable practices
- Experience with customer and website analytic tools such as Chameleon, Hubspot, and/or Hotjar

**Why become a Plootonian?**
- Everything we do can be traced back to our Leadership Principles. We leave our egos at the door and roll up our sleeves to get things done. We have an extremely strong product-market fit with an ever-growing customer base. We’re backed by an experienced and diverse group of FinTech veterans.
- We have really big ambitions and are scaling rapidly. You’ll get the space and the support you need to grow by focusing deeply on meaningful work. Plootonians are passionate about their customers, teams, and FinTech, so you’ll feel right at home You’ll receive a competitive salary, stock options from day 1, and an annual bonus (on top of many other benefits). Secure your seat on our rocketship as we build the next FinTech unicorn together

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