Were 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 worlds air travel industry.

Youll 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.

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.

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.

• 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.

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

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

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were really 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 its 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 teams 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 have 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 spanet and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.