{"id":155189,"date":"2026-03-12T04:27:39","date_gmt":"2026-03-12T04:27:39","guid":{"rendered":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-specialist-product-adoption-2\/"},"modified":"2026-03-12T04:27:39","modified_gmt":"2026-03-12T04:27:39","slug":"were-hiring-specialist-product-adoption-2","status":"publish","type":"post","link":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-specialist-product-adoption-2\/","title":{"rendered":"We\u2019re Hiring Specialist Product Adoption"},"content":{"rendered":"

Overview:<\/b><\/span>WELCOME TO SITA<\/span>We’re the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.<\/span>You’ll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?<\/span>Are you ready to love your job? The adventure begins right here, with you, at SITA.<\/span>ABOUT THE ROLE & TEAM<\/span>The purpose of this job is to ensure customers maximize the value of products and services through effective onboarding, engagement, and adoption while driving process improvements and team success.<\/span>WHAT YOU’LL DO<\/b><\/span>Product Adoption<\/span>Develop and implement strategies to increase product usage and ensure full adoption by customers.<\/span>Monitor and analyze product adoption metrics such as feature usage, user engagement, retention, and Time to Value (TTV).<\/span>Provide personalized product education to customers, showcasing new features and updates to maximize value.<\/span>Identify under-engaged customers and implement targeted interventions (e.g., training and support) to boost engagement.<\/span>Collaborate with Customer Success teams to align on customer goals and product strategies, and relay customer insights to PSOs and BUs.<\/span>Collect customer feedback to identify challenges, improvement areas, and opportunities to upsell or cross-sell additional features or services.<\/span>Support the Customer Operations Manager in re-engaging under-utilizing customers.<\/span>Manage risks by identifying and addressing potential issues impacting product adoption.<\/span>Act as a functional Product SME, providing customers with setup and configuration support.<\/span>Contribute to the creation of educational resources such as user guides, FAQs, and customer ROI insights.<\/span>Continuous Improvement<\/span>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.<\/span>Track customer engagement and satisfaction metrics to assess account health, identify at-risk customers, and support retention strategies.<\/span>Collaborate with Customer Success Managers to implement initiatives and execute customer success plans that enhance satisfaction and retention.<\/span>Prepare reports, documentation, and communication materials to provide insights on customer metrics, updates, and product changes.<\/span>Identify and implement opportunities to improve internal processes and workflows while contributing to knowledge management resources like FAQs and training materials.<\/span>Data Steward<\/span>Implement data governance policies defined by the Data Owner and ensure adherence to standards.<\/span>Monitor data quality, consistency, and compliance on an ongoing basis.<\/span>Act as a subject matter expert (SME) for data in their area, answering queries and guiding usage. Qualifications:<\/span>WHO YOU ARE<\/b><\/span>Educational Background<\/b><\/span>Bachelor\u2019s degree in Business, Marketing, Computer Science, or a related field.<\/span>Master\u2019s degree in a relevant discipline (e.g., Business Administration, Product Management) is preferred but not required.<\/span>Certifications (Must Have)<\/span>ITIL (Information Technology Infrastructure Library) certification \u2013 minimum Foundation level.<\/span>Certifications (Optional \/ Preferred)<\/span>Project Management certifications such as PMP or PRINCE2.<\/span>Certifications in product adoption or continuous improvement methodologies (e.g., Lean Six Sigma).<\/span>Additional certifications in project management or data analysis are considered a plus.<\/span>Experience<\/b><\/span>2\u20134 years of experience in Customer Success, Product Adoption, or Account Management, preferably within SaaS, IT, or service industries.<\/span>Proven track record of increasing product adoption and improving customer satisfaction through targeted initiatives.<\/span>Experience analyzing customer data, tracking engagement metrics, and implementing process improvements to enhance the customer lifecycle.<\/span>Hands-on experience with CRM systems and data analysis tools to identify trends and support retention strategies.<\/span>Demonstrated ability to document workflows and align onboarding processes with the broader customer journey.<\/span>Functional skills<\/b><\/p>\n