About this role
The User Adoption Specialist (Trainer) drives adoption and engagement of key agency and CRM systems through training, communication, and change management. The role uses analytics to monitor utilization, troubleshoot issues with IT/support, and promote best practices across the organization.
Key Responsibilities
- Lead adoption strategies for new and existing systems
- Design and deliver training materials and tutorials
- Drive adoption around AI tools including Copilot
- Monitor utilization metrics and analytics to identify gaps
- Partner with IT and support teams to troubleshoot and enhance user experience
Technical Overview
This position focuses on adoption of enterprise systems including Salesforce and Microsoft tools (Teams, Copilot, Excel), plus insurance-specific systems (Applied Epic, Epic Benefits Builder, CSR24). It also emphasizes measuring adoption through utilization metrics and supporting workflow optimization via process documentation.
Ideal Candidate
The ideal candidate has 3+ years of experience leading user adoption, training, and change management, with strong instructional design skills. They can drive adoption using Salesforce and Microsoft tools (especially Teams, Copilot, and Excel) and have experience using analytics to measure system utilization and compliance gaps, ideally in the insurance industry.
Must-Have Skills
3+ years of experience in user adoptiontrainingchange managementor business analysisLead adoption strategies for new and existing systemsDevelop and deliver training materials (guidestutorialsand documentation)Drive adoption and education around AI tools and resources (e.g.Copilot and other emerging technologies)Monitor system utilization metrics and analytics to identify gaps and improve adoption and complianceWorking knowledge of Salesforce and Microsoft tools (especially TeamsCopilotand Excel)
Nice-to-Have Skills
Experience within the insurance industryFamiliarity with Applied EpicEpic Benefits Builderand CSR24
Tools & Platforms
SalesforceMicrosoft TeamsMicrosoft CopilotExcelCopilotApplied EpicEpic Benefits BuilderCSR24Microsoft tools
Required Skills
user adoptiontraining materialsinstructional designchange managementbusiness analysisagency management systemsCRM platformsMicrosoft TeamsCopilotExcelSalesforcesystem utilization metricsanalyticsprocess documentation updatesworkflow optimizationAI tools educationApplied EpicEpic Benefits BuilderCSR24
Hard Skills
User adoption strategiesTraining materials developmentInstructional designChange managementBusiness analysisAgency management systemsCRM platformsMicrosoft TeamsMicrosoft CopilotExcelSalesforceSystem utilization metricsAnalyticsProcess documentation updatesWorkflow optimizationTroubleshooting issuesAI tools and resourcesCopilotApplied EpicEpic Benefits BuilderCSR24DocumentationTutorialsGuides
Soft Skills
Cross-functional collaboration with stakeholdersITand operations teamsCommunicationProblem-solvingAnalytical mindsetAdaptabilityLeading adoption and education initiativesTraining deliveryCritical thinkingStakeholder managementSupporting change management initiatives
Keywords for Your Resume
User Adoption SpecialistUser Adoption Specialist (Trainer)TrainerSequel InsuranceOperationsVPRetail Operationsuser adoptiontraining materialsinstructional designchange managementbusiness analysisagency management systemsCRMMicrosoft TeamsCopilotMicrosoft CopilotExcelSalesforcesystem utilization metricsanalyticsAI toolsApplied EpicEpic Benefits BuilderCSR24process documentationworkflow optimizationadoption risksresistance points
Deal Breakers
Less than 3+ years of experience in user adoption, training, change management, or business analysis, No working knowledge of Salesforce and Microsoft tools (Teams, Copilot, Excel)
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