Adoption Specialist

JOB RESPONSIBILITIES

• The Adoption Specialist’s primary responsibility is to drive the success of Solventum clinician-facing technologies by maximising user adoption, satisfaction, education, and measurable customer benefits, based on usage statistics and customer feedback. In doing so, the Adoption Specialist works in coordination with the Solventum project team and manages relationships with end-users (e.g. clinicians, administrators, trainers, and other identified stakeholders).
• Responsible for onsite or virtual optimisation deliverables (e.g. customised training documents, webinar sessions, and/or training videos), ranging from at-the-elbow end-user training to workflow reviews, to identify opportunities for solution enhancements.
• Collaborates with Project Managers, Solution Architects, Technical, Support, and Implementation Specialists to ensure effective project delivery and adoption outcomes.
• Takes operational ownership of assigned customer accounts from project closure through to the end of the contract, acting as their success manager.
• Works alongside the project team during implementation until closure, then assumes full account responsibility post-closure.
• Identifies, documents, and communicates customer requirements through discovery sessions, working with the implementation team to address needs.
• Supports Customer Support functions, including triaging the support inbox, managing imaging-related queries, addressing training gaps, reinforcing speech recognition best practices, and responding to general questions or technical issues.
• Builds strong, ongoing relationships with assigned accounts, ensuring customers have a clear and trusted main point of contact post-project.
• Operates within a buddy/backup system to ensure seamless account coverage during leave or unavailability, keeping the backup Adoption Specialist informed and prepared.
• Position requires approximately 30–40% travel, including visits to Solventum offices and customer sites as needed.

Key Responsibilities

• This list of essential functions is not exhaustive and may be supplemented with other duties as needed.
• Drive user adoption, satisfaction, and benefits for Solventum clinician-facing solutions through tailored training, workflow optimisation, and usage analysis.
• Deliver onsite/virtual training (webinars, at-the-elbow, group sessions, videos) during go-live and post-go-live phases.
• Review adoption data with customers, recommend improvements, and track follow-up actions.
• Maintain strong relationships with assigned accounts as primary post-project contact, ensuring seamless communication and timely follow-up.
• Collaborate with project, support, and product teams to resolve issues, address product gaps, and identify enhancement opportunities.
• Troubleshoot and prioritise speech recognition issues, liaising with the speech development team.
• Maintain accurate account documentation, report status to stakeholders, and schedule site visits as required.
• Act as the voice of the customer for technical issues and product improvements.
• Specific Complexity: Describe major elements which make this job more complex than usual
• Working with clinicians and healthcare organisations under high time and financial pressure while safeguarding patient care quality.
• Navigating multiple stakeholders with differing objectives.
• Managing complex, highly integrated solutions requiring compliance with hardware, PHI, and regulatory standards.
• Balancing customer expectations with localisation needs and tight turnaround times for documentation and support.

Education

Experience