Position Summary The Digital Adoption & Learning Specialist is responsible for designing, building, and maintaining in-product guidance and onboarding experiences within the Fortress platform using WalkMe. This role plays a key part in driving product adoption by helping users understand and successfully complete workflows through clear, intuitive, and timely in-app guidance. Beyond content creation, this role identifies adoption gaps, improves user experiences, reduces support burden, and helps ensure users can confidently navigate Fortress functionality. This is an ownership-driven role requiring initiative, attention to detail, continuous improvement, and the ability to proactively identify opportunities to improve the overall product experience. Essential Responsibilities Product Adoption & Enablement
- Own the design, development, and maintenance of WalkMe experiences across the Fortress platform.
- Create guided experiences that help users successfully complete key workflows and adopt new product functionality.
- Identify user friction points, onboarding gaps, and opportunities to improve feature adoption.
- Continuously evaluate and improve in-product education experiences based on user needs and product changes.
Content Design & Development
- Build and maintain WalkMe flows, walkthroughs, smart tips, and contextual in-app guidance
- Translate product functionality and user workflows into clear, concise, step-by-step enablement content.
- Ensure all in-product guidance is accurate, current, and aligned with product functionality.
- Maintain consistency in messaging, structure, tone, and usability across all enablement content.
- Cross-Functional Collaboration
- Partner with Product Managers to understand new features, workflows, and intended user experiences.
- Collaborate with UI/UX Design to ensure in-product guidance supports intuitive user experiences.
- Work with Support and Customer Success teams to identify recurring user challenges and opportunities for enablement.
- Coordinate with Engineering when product updates impact existing WalkMe experiences.
Continuous Improvement & Analytics
- Monitor WalkMe usage, engagement, and effectiveness to identify improvement opportunities.
- Use user feedback, support trends, and adoption data to optimize onboarding experiences.
- Recommend improvements to product workflows based on observed user behavior and areas of friction.
- Drive initiatives that improve self-service, reduce support dependency, and increase successful product adoption.
Qualifications
- 2–5+ years of experience in product enablement, technical writing, UX writing, onboarding, SaaS implementation, or related roles.
- Hands-on experience with WalkMe or similar digital adoption platforms strongly preferred.
- Strong understanding of SaaS workflows, user onboarding principles, and digital adoption best practices.
- Ability to translate complex workflows and product functionality into simple, user-friendly guidance.
- Strong attention to detail with a commitment to accuracy, clarity, and consistency.
- Ability to work independently, manage priorities, and operate effectively in a fast-moving environment.
- Strong communication and cross-functional collaboration skills
- Analytical mindset with the ability to interpret usage data, user feedback, and adoption trends.
Success in This Role Looks Like
- Users can successfully complete key workflows with less reliance on support or external assistance.
- WalkMe experiences are accurate, intuitive, and aligned with current Fortress functionality and user needs.
- New features and product changes are supported with timely, effective in-product guidance that improves adoption.
- Adoption gaps and areas of user friction are proactively identified and addressed.
- Product, Support, and Customer Success teams view WalkMe as a valuable tool for improving user understanding and experience.
- In-product guidance continues to evolve based on user feedback, adoption data, and changes to the Fortress platform.
- Fortress users have a more intuitive, self-service product experience that reduces confusion and increases confidence.
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