Specialist Product Adoption

WELCOME TO SITA

ABOUT THE ROLE & TEAM

WHAT YOU'LL DO

Product Adoption

• Develop and implement strategies to increase product usage and ensure full adoption by customers.

• Monitor and analyze product adoption metrics such as feature usage, user engagement, retention, and Time to Value (TTV).

• Provide personalized product education to customers, showcasing new features and updates to maximize value.

• Identify under-engaged customers and implement targeted interventions (e.g., training and support) to boost engagement.

• Collaborate with Customer Success teams to align on customer goals and product strategies, and relay customer insights to PSOs and BUs.

• Collect customer feedback to identify challenges, improvement areas, and opportunities to upsell or cross-sell additional features or services.

• Support the Customer Operations Manager in re-engaging under-utilizing customers.

• Manage risks by identifying and addressing potential issues impacting product adoption.

• Act as a functional Product SME, providing customers with setup and configuration support.

• Contribute to the creation of educational resources such as user guides, FAQs, and customer ROI insights.

Continuous Improvement

• Ensure consistency and quality of customer data in the CRM system while analyzing customer trends and feedback to identify potential issues and areas for improvement.

• Track customer engagement and satisfaction metrics to assess account health, identify at-risk customers, and support retention strategies.

• Collaborate with Customer Success Managers to implement initiatives and execute customer success plans that enhance satisfaction and retention.

• Prepare reports, documentation, and communication materials to provide insights on customer metrics, updates, and product changes.

• Identify and implement opportunities to improve internal processes and workflows while contributing to knowledge management resources like FAQs and training materials.

Data Steward

• Implement data governance policies defined by the Data Owner and ensure adherence to standards.

• Monitor data quality, consistency, and compliance on an ongoing basis.

• Act as a subject matter expert (SME) for data in their area, answering queries and guiding usage.

WHO YOU ARE

• Educational Background

  • Bachelor’s degree in Business, Marketing, Computer Science, or a related field.

  • Master’s degree in a relevant discipline (e.g., Business Administration, Product Management) is preferred but not required.

  Certifications (Must Have)

  • ITIL (Information Technology Infrastructure Library) certification – minimum Foundation level.

  Certifications (Optional / Preferred)

  • Project Management certifications such as PMP or PRINCE2.

  • Certifications in product adoption or continuous improvement methodologies (e.g., Lean Six Sigma).

  • Additional certifications in project management or data analysis are considered a plus.

  Experience

  • 2–4 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 initiatives.

  • Experience analyzing customer data, tracking engagement metrics, and implementing process improvements to enhance the customer lifecycle.

  • Hands-on experience with CRM systems and data analysis tools to identify trends and support retention strategies.

  • Demonstrated ability to document workflows and align onboarding processes with the broader customer journey.

Functional skills

• Communication
• Teaching & Training
• Problem Solving
• Stakeholder Management
• Project Management
• Collaboration
• Adaptability
• Content & Knowledge Management

Technical skills

• Knowledge of Products / Services
• Customer Relationship Management Tools
• Data Analytics

WHAT WE OFFER

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  Flex Day: Make your workday suit your life and plans.