Implementation & Adoption Lead
$43,332–$56,664 year
Hybrid · Johannesburg, Gauteng, South Africa or Cape Town, Western Cape, South Africa
Job Summary
Implementation & Adoption Lead responsible for ensuring Jem's products land inside client operations and driving measurable adoption across the partner portfolio. Build the rollout playbook that the wider CSM and implementation function will repeat for every future client. Lead on-site training sessions with client teams, manage weekly adoption rhythm with the CSM team, stay embedded with client operations during initial weeks, maintain an adoption-progress log, design incentive structures to boost product engagement, surface blockers to Product, and craft a scalable rollout framework including training curriculum, onboarding sequence, escalation tree, and handover model for steady-state clients.
Required Qualifications
- 5 to 8 years in implementation, customer onboarding, or change management for B2B SaaS, ideally workforce management or payroll-adjacent
- Track record of owning adoption outcomes across a portfolio of clients
- Has built and documented a rollout playbook (training, onboarding sequence, escalation tree)
- Strong written communicator, comfortable logging blockers and writing crisp problem statements for a product team
- Comfort travelling weekly to client sites
- Open to a contract engagement with a clear path to permanent based on outcomes
- Xhosa and/or Zulu speaking is strongly preferred.
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