Product Adoption Specialist

**Overview**:
**WELCOME TO**SITA**
- 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.
- 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?
- Are you ready to love your job? The adventure begins right here, with you, at SITA

**ABOUT THE ROLE**
- As a Product Adoption Specialist (Network), your goal is to leverage your technical and product expertise to guide clients’ technical strategy, address design queries, troubleshoot issues, and maximize customer satisfaction through best-in-class processes and practices.

**WHAT YOU’LL DO**:

- Understand the customer’s technical environment and proactively seek improvements and innovations in the services delivered by SITA.
- Monitor and analyze product adoption metrics such as feature usage, user engagement, retention, and time to value (TTV).
- Prepare reports, documentation, and communication materials to provide insights on customer metrics, updates, and product changes.
- Develop and implement strategies to increase product usage and ensure full adoption by customers.
- Improve adoption by making sure that technical support model, processes, and infrastructure are in place to deliver our contractual commitments.
- Collaborate closely with the Technical Support, Product and Engineering teams to deliver meaningful outcomes and increase business value to our clients.
- Act as the key technical contributor and coordinate troubleshooting with customers and/or internal resolver groups, ensuring the highest level of customer service is maintained to resolve incidents within the prescribed SLA, when required.
- Partner with the customer service Manager to identify key technical strategies that will unlock opportunities to provide additional services to the customer.
- Provide personalized product training to customers, showcasing new features and updates to maximize value.
- Act as a functional product SME, providing customers with setup and configuration support.

**Qualifications**:
**About your skills**:

- 7+ years of overall professional experience
- 3+ years of experience delivering technical solutions
- 2+ years of customer-facing experience delivering IT/network services to internal or external clients

**Preferred Qualifications**:

- Experience with MPLS L3 VPN, IPSEC, routing/switching technologies, SDWAN technology.

**Preferred Certifications**:

- ITIL4 foundation
- CCNP ENCOR (350-401)
- CCNP SPCOR (350-501)
- CCNP SDWAN Implementation (300-415).
- Versa SDWAN associate (VNX100).

**WHAT WE OFFER**
- We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

**Flex Week**:Work from home up to 2 days/week (depending on your team’s needs)
- **Flex Day**: Make your workday suit your life and plans.

**Flex Location**: Take up to 30 days a year to work from any location in the world.

**Employee Wellbeing**: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

**Professional Development**: Level up your skills with our training platforms, including LinkedIn Learning

**Competitive Benefits**: Competitive benefits that make sense with both your local market and 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._