Product Experience & Adoption Expert (AMS)
Overview:
WELCOME TO SITA
At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork.We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
Are you ready to love your job? The adventure begins right here, with you, at SITA.
PLEASE SUBMIT YOUR RESUME IN ENGLISH
ABOUT THE ROLE & TEAM
The Product Experience & Adoption Expert drives customer adoption of SITA solutions by ensuring seamless product experiences, enabling users, and maximizing value realization.
WHAT YOU WILL DO- Product Adoption: Develop and implement strategies to drive product usage, ensure full adoption, and accelerate customer time-to-value (TTV).
- Adoption Metrics: Monitor and analyze key indicators such as feature usage, engagement, retention, and adoption health to guide actions.
- Customer Engagement:
- Identify under-engaged or at-risk customers and implement targeted interventions, training, constant education and support to re-engage them by developing the job on the customer facilities
- Collaboration: Partner with Customer Success, Product & Service Owners (PSOs), and Business Units (BUs) to align goals, share insights, and optimize product strategies.
- Feedback & Growth: Collect and analyze customer feedback to identify challenges, improvement areas, and opportunities for upselling or cross-selling.
- Enablement & Education: Act as a functional product adoption expert, supporting setup/configuration, and contribute to educational content such as guides, FAQs, and ROI insights.
- Continuous Improvement:
- Develop and execute proactive strategies to improve service performance, ensure CRM data quality, analyze trends, support monitoring tool setup and calibration, and recommend process improvements to boost retention and satisfaction.
- Customer Health & Reporting: Track engagement and satisfaction metrics, prepare reports on customer health and adoption, and provide insights on product changes and updates.
- Data Stewardship: Implement governance policies, monitor data quality and compliance, and serve as SME for data queries within the area of responsibility.
- Team Leadership: Foster a collaborative environment, resolve conflicts constructively, align resources with objectives, assign tasks effectively, coach team members, and maintain transparent communication with stakeholders.
- Support and Restoration of services: Collaborate actively with the Central Support Team (PSO and DCO) in the Incident Management process to deliver SLAs and Manage risks by identifying and addressing potential issues impacting product adoption and availability.
Qualifications:
WHO YOU ARE- 3–5 years of experience in Customer Success, Product Adoption, or Account Management, preferably within SaaS, IT, or service industries.
- Proven track record of increasing product adoption and improving customer satisfaction through targeted interventions and engagement strategies.
- 2–4 years of experience analyzing customer data, tracking engagement metrics, and driving process improvements across the customer lifecycle.
- Hands-on experience with CRM systems and data analysis tools to identify trends, monitor adoption health, and support retention strategies.
- Bachelor’s degree in business, Marketing, Computer Science, or a related field (required).
- Master’s degree in a relevant discipline such as Business Administration or Product Management (preferred).
- ITIL certification (minimum Foundation level) is required.
- Project Management certifications such as PMP or PRINCE2 (preferred).
- Business analysis certifications such as CBAP, or equivalent (preferred).
- Additional certifications in product adoption, continuous improvement methodologies (e.g., Lean Six Sigma), or data analysis are a strong plus.
WHAT WE OFFER
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!🙌🏽 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
“Equal Employment Opportunity Employer / Veterans / Disabled. SITA is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard of race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability”