Every is seeking a Platform Adoption Specialist for a hybrid role that blends high-touch consulting, masterful implementation, and structured, SLA-driven support. You will be the trusted, strategic advisor to customers, ensuring they experience predictability, accountability, and proactive partnership to drive feature adoption, platform optimization, and retention.

What You'll Do

Orchestrate seamless onboarding and implementations for key customer expansions and upsells, ensuring alignment with platform best practices.
Partner with Account Managers to conduct post-onboarding health checks.
Deliver elite, tiered support as the named specialist for Dedicated and Premium support tiers.
Govern SLAs (response times, resolution targets) across all support tiers.
Proactively conduct platform health checks, lead workflow optimization sessions, and deliver data-backed adoption nudges.
Triage and resolve complex support tickets alongside the Platform Enablement team.
Build deep, consultative relationships by providing tailored guidance that evolves with customer needs.
Deliver advanced workflow optimization and troubleshooting.
Generate and present compelling insights reports and proactive alerts for Dedicated and Premium customers.
For Premium partners, respond within two hours, architect same or next-day solutions, and craft custom documentation and strategic playbooks.
Leverage the platform's AI insights and automation to provide strategic recommendations improving adoption, efficiency, and student engagement.
Work closely with Account Management to align technical solutions with renewals and expansions, uncovering upsell opportunities.
Create and refine scalable resources, playbooks, and AI-enhanced templates to standardize support and onboarding engagements.

What We're Looking For

5+ years of dynamic experience in a role blending technical and strategic responsibilities, ideally within higher education, marketing/communications, SaaS, or consulting.
A proven track record of balancing structured, SLA-governed support with high-touch strategic consultation.
Exceptional communication skills to build trust with stakeholders from technical users to C-level executives.
Strong critical thinking and problem-solving abilities, with a talent for applying AI concepts to solve real-world challenges within CRM and higher education workflows.
Deep familiarity with CRM systems and the intricacies of higher education processes (admissions, enrollment, student success).
Genuine passion for harnessing technology and AI to improve educational outcomes.