Digital Adoption Analyst

*** This role is hybrid from our office in Lawrenceville, GA (only accepting local candidates) and we go into the office M-W and work remote on TH-F ***

M3 

Who are we?

M3 is a Top 150 Workplaces winner named by the Atlanta Journal Constitution! Employee-owned, family-oriented, and a great place to grow your career. Our company-wide personal commitment to both clients and employees is simple: do the right thing and invest in long-term relationships. Together, we work to provide the highest standard of financial services and technology to deliver on our mission to drive hospitality company success. M3 helps make hospitality companies successful through technology that drives financial performance. Our software is the hotel accounting software used and trusted by the biggest names in the hospitality industry. We are looking for talented professionals to join our team!

We're located in beautiful, new buildings with Headquarters in Gwinnett County, GA just off I-85 and complete with an employee gym, bright, open work spaces and games in the break room. 

Compensation and Benefits: 

M3 offers a strong benefits package including 100% employer paid medical, dental and vision for the employee and family; life, long and term disability, and Long Term Care insurance that the company provides free of charge; 401k with a 6% match; three weeks paid time off; discretionary profit sharing; a great culture, competitive salary.  We are a certified Drug Free Workplace and Equal Opportunity Employer. 

Description Summary: The Digital Adoption Analyst will develop, implement, and maintain user adoption tools and processes to maximize product value. Responsible for release communications; they also develop a vision and roadmap for implementing Walkme content based on input from internal stakeholders, customers, and their own industry insight.

The ideal candidate will have extensive experience with Walkme Digital Adoption platform. Can anticipate user obstacles and has an innovative mindset for resolving those obstacles. This person should be highly organized, tech savvy and pays close attention to the small details. A confident leader who can guide cross-functional teams in the creation of content and processes that will improve customer experience and increase ROI.     

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties. 

• Become a subject matter expert on Digital Adoption
• Become the subject matter expert on Walkme software application.
• Responsible for creating/documenting digital adoption policies and best practices.
• Set SMART objectives for digital adoption on each product.
• Responsible for release note distribution for all products.
• Responsible for creating, publishing, monitoring, and updating all Walkme content.
• Establish Walkme goals and tracked events.
• Report monthly on digital adoption metrics and ROI
• Plan, prepare, deliver, and maintain Walkme digital module training.
• Plan, prepare, deliver, and maintain Walkme digital Onboarding process.
• Plan, prepare, deliver, and maintain Walkme digital Helpdesk.
• Plan, prepare, deliver, and maintain Walkme digital Chatbot (with automation).
• Manage customer/user segmentation in Walkme so M3 can customize content.
• Analyze user behavior (via Walkme) to identify gaps and inefficiencies.
• Participates in product demos to highlight new content created and or enhancements related to Digital Adoption.
• Understand the needs of customers/users through interaction, networking and regular communication.
• Helps facilitate internal training across departments, helps keep positive communication flowing internally, and makes announcements as needed.
• Other duties as assigned. 

Education/Training/Experience:

• 1-3 years of experience supporting, building and monitoring a SaaS application with Walkme
• Ability to break down complex processes into consumable information for any audience skill set.
• SaaS experience within the hospitality ideal.
• Solid technical background with understanding and/or hands-on experience in software development and web technologies.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Skilled at meeting facilitation and presentation.
• Strong time management skills and project management skills.
• Must thrive in a fast-paced, time-compressed, and dynamic environment.
• This position requires regular attendance, punctuality, and the ability to work a full-time position during normal office hours as well as some time on weekends and evenings when project needs, or scheduling requirements dictate the need.
• This position requires the ability to work in an office setting, sitting at a computer workstation, with the ability to work most of the day using the computer, telephone and basic office equipment.
• This position requires excellent interpersonal skills with the ability to communicate articulately.
• Must have strong written and verbal skills in English.
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software (MSWord, Excel, Access, PowerPoint)
• Experience supervising others in a leadership capacity highly desired.
• Must be able to build and maintain positive business relationships with co-workers and other business contacts.

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel in representing the company’s interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.