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Digital Adoption and Customer Success Manager

Company: Independence Realty Trust, Inc.
Location: Philadelphia
Posted on: May 16, 2022

Job Description:

We're currently seeking a Digital Adoption and Customer Success Manager in our Philadelphia, PA headquarters. The Digital Adoption and Customer Success Manager is a vital member of our technology team, acting as a bridge between technology and the departments that we support and serve. First and foremost, this role will focus on successfully effecting change as new technology is rolled out and adopted by our teams. This includes internal marketing, ongoing communication, and end-user training. You will develop and lead the strategy of each technology roll-out from initial launch through on-going cycles of improvement. You will be an active listener and coach, ensuring that our teams are getting the most out of their technology. You will be the chief advocate for our internal customers, ensuring that their feedback drives the priorities on our roadmap.

Independence Realty Trust, Inc (IRT - NYSE) is a fully integrated real estate investment trust, currently managing over 36,000 multi-family units, 121 communities. We strive to provide our residents the best place to live and our employees the best place to add value and reach new heights. IRT has a strong commitment to hiring the most talented industry professionals, which has resulted in record growth, making the Company one of the most respected and trusted within our industry.

IRT's technology team has a proven track record of digital transformation and technology enablement, as we continuously seek to identify opportunities where technology can add value to the organization. We view ourselves as internal consultants, dedicated to innovation through thoughtful implementation of great technology across the organization.

To research us in more detail, visit


Develop a strategy for Internal Customer Success within IRT
Own the customer experience with technology, become our internal customer's chief advocate
Monitor end-user adoption of technology. "Is our staff using our technology as intended?"
Establish and guide the team on key adoption metrics
Define and optimize the end-user lifecycle by driving training and communication initiatives related to our technology. (New Hire, On-going, Regular Check-ins)
Build strong internal partnerships and work with department heads to identify opportunities to streamline processes and realize operational improvements leveraging technology
Develop champions through mentoring and coaching. Listen to our internal customers closely and delight them with our user experience
Own aspects of the technology roadmap, prioritizing where we invest our resources and efforts with our internal customers and aligning the technology team with our end-user's goals


Self-directed, goal-oriented, and proven history of meeting deadlines
Superior written and verbal communication skills
Be a vibrant presenter
3+ years of experience developing detailed software training materials
3+ years of experience leading software training classes, preferably online
Experience leading at least one software training roll-out for 500+ end-users
Experience developing within a Digital Adoption Platform (WalkMe, Userlane, Pendo, Whatfix)
Comfortable and willing to be both client-facing and a hands-on contributor
Bachelor's degree

We offer:

Competitive Compensation Package
Bonus Opportunities
Stock Awards
Paid Holidays and Paid Time Off
BCBS PPO Health Insurance
401k with 4% match

Independence Realty Trust is an Equal Opportunity Employer and committed to building a diverse and inclusive culture. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, sexual orientation, familial, marital or veteran status, disability, or any other legally protected classes.

Full Benefits

Keywords: Independence Realty Trust, Inc., Philadelphia , Digital Adoption and Customer Success Manager, Executive , Philadelphia, Pennsylvania

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