Overview
Product Experience & Adoption Expert (AMS) – SITA
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.
- 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.
- 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 maintai
📌 Product Experience (Centro)
🏢 SITA
📍 Centro