Pendo Success Specialist

Job Description
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the i nsurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.
Position Overview
We're searching for a Pendo Success Specialist to join our Digital Adoption team on a remote or hybrid basis. To keep us headed in the right direction, we're looking for people who understand winning is a team sport, who value and seek to learn from our team's diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.
What You'll Do

• Lead the successful rollout of all (Pendo) Adopt instances, leveraging project plans as needed to meet changing needs and requirements, ensuring all implementation goals are met on time and with high quality.
• Deliver high quality strategy and training sessions with new Adopt customers to ensure successful onboarding and set them up for long-term success.
• Offer skillful paid services developing content for Adoption customers that meet Applied's customer experience standards and add meaningful value to our customers.
• Implement and enable all Adopt instances including Pages, Features, and metadata (to support guide development and analytics).
• Complete various setup, configuration, and activation tasks, for a successful Adopt rollout.
• Assist in training other team members, and Adopt stakeholders, on how to effectively manage content and analytics within the Pendo system.
• Assist Adopt end users with guide development, strategy, and best practice for their instance.
• Acknowledge and address user needs (e.g., guide development assistance, enabling untagged Pages and Features, adjusting access permissions, etc.), in a timely and supportive manner during onboarding.
• Communicate project information (including difficult/sensitive information) to Adopt instance stakeholders, team, and management.
• Document and circulate documentation for end users, peers, and management.
• Serve as first line of escalation for outstanding or unresolved Adopt support issues.
• Own the symbiotic partnership/collaboration between the Adopt and Engage instances.
• Develop and maintain a deep understanding of Applied's products, customers, and industry trends to inform content strategy.
• Contribute to the Pendo Engage team's content development efforts.

We're Excited to Learn More About You
Your experience may include:

• Deep understanding (3-5 years) of Pendo Engage Platform (or parallel product, e.g., WalkMe or Appcues) gained through experience in a technical implementation, content development, product marketing, customer success, or related role.
• Experience with Pendo Adopt
• HTML, CSS, and/or JavaScript proficiency
• Jira and/or a content management system experience

You may have other skills or credentials, including:

• Experience in an agency/brokerage and/or experience with Applied Products
• The ability to write, read, and understand French
• Video editing (Camtasia preferred) experience
• Customer training and/or software implementation experience

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!
When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:

• • Medical, Dental, and Vision Coverage
  • Holiday and Vacation Time
  • Health & Wellness Days
  • A Bonus Day for Your Birthday

Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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