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 maintain transparent commun

📌 Product experience (Jalisco)
🏢 SITA
📍 Jalisco