Product Specialist; ITIL

Overview

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting‑edge tech to keep operations running like clockwork. We don't just move the world forward—we're proud to be recognized as a Great Place to Work
® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

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.

As per our career framework, the title of the role in the contract will be "Specialist 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, such as 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.

• 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.

• 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.

• A bachelors degree in business, marketing, computer science, or a related field.

• ITIL (Information Technology Infrastructure Library) certification minimum at Foundation level.
• 2-4 years of experience in customer success, product adoption, or account management, preferably in SaaS, IT, or service industries.
• Proven track record of increasing product adoption and improving customer satisfaction through targeted interventions.
• 2-4 years of experience analyzing customer data, tracking engagement metrics, and implementing process improvements to enhance the customer lifecycle.
• Experience with CRM systems and data analysis tools to identify trends and support retention strategies.
• Candidates.
• This role is only applicable for Qatar nationals or residents of Qatar.

• Project Management certifications such as PMP or PRINCE
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• Certifications in…