Digital Adoption Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview

The Digital Adoption Specialist will be responsible for understanding the WalkMe platform and how to capitalize on its features to maximize time savings and efficiency across systems and users. Excellent technical and communication skills will be leveraged to interface directly with our internal customers. The Digital Adoption Specialist will be a proactive, analytical thinker and be able to brainstorm solutions on the spot. This role will require the ability to take on new responsibilities and propose innovative ideas, solutions, or methods for completing tasks, and identifying areas of improvement.

Job Responsibilities

• Build low code, digital solutions utilizing current standard operating procedures of business processes at CCM.
• Support employees by providing timely and accurate responses to support cases, emails, and other communications.
• Stay up to date on all new WalkMe releases, enhancements, and integrations.
• Gain a solid understanding of CCM’s business processes.
• Learn CCM IT platform environment.
• Partner with WalkMe Support to configure new and existing systems to allow for new features, tracking, accessibility, and other custom developments.
• Ensure WalkMe content quality by applying best practices to select elements using declarative and programming tools on platform.
• Create thorough notes and descriptions within WalkMe Editor on all necessary features, such as steps, engagements, and rules to provide WalkMe Builders details around why the solution has been built this way.
• Perform quality assurance testing after content is published in the test and/or production platforms and perform regular analytics reviews.
• Ensure project management system is updated for all projects, deliverables, sub-tasks, change requests, and bugs by logging hours, updating data fields, and creating attached notes/files when or where appropriate.
• Partner with WalkMe Support to resolve any user and event tracking problems seen on WalkMe Insights.
• Learn and build insights through features like tracked events, funnels, and features to provide user adoption metrics and user behavior learning.
• Complete and attend to WalkMe service tickets through the service console.
• Maintain CCM standard response rates to outstanding issues.

Qualifications and Skills

• High School Diploma or equivalent.
• Programming boot camp, coding, web development, or related experience required.
• Experience applying and managing chatbots a plus.
• Experience working with WalkMe, Pendo, Whatfix or a similar platform is preferred but not required.
• Exceptional communication skills with both technical and non-technical team members.
• Moderately complex analytical and problem-solving skills.
• Ability to work independently and as part of a team on multiple tasks at one time.
• Willingness to learn skills on new platforms within the company.
• Ability to meet schedules and deadlines of the work area.
• Excellent communication skills and attention to detail.

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This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.