Senior Value & Adoption Advisor - Opal (AI)

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution. We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands.

Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech. At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.

As the Optimizely AI (Opal) & AI-focused Adoption Advisor you will leverage your experience in consultative customer service/sales, solution optimization, and strong project management to help customers identify and implement Opal- and AI-driven workflows that increase the value they realize from their Optimizely DXP solutions. You will become a subject matter expert in Opal’s AI capabilities and its connection to Experimentation, CMS, CMP, ODP, and the broader Optimizely ecosystem.

Job Responsibilities

• Build on previous product experience, cross-functional partnerships, and internal learning to become a subject matter expert in Opal and core AI use cases across Optimizely’s products.
• Deliver white glove customer experiences by consulting directly with high-risk or low-adoption accounts to assess their Opal usage, identify blockers, evaluate AI workflow maturity, and provide actionable guidance.
• Provide strategic guidance to support the adoption of Opal and product-embedded AI features, driving full value realization and helping customers implement scalable, efficient processes powered by AI.
• Support a unified customer experience by collaborating with Product, Customer Success, Onboarding/Education, and Professional Services to drive outcome-focused value through Opal’s capabilities and integration across the Optimizely suite.
• Manage all aspects of Opal adoption including scorecard analysis, maturity assessments, industry benchmarking, identification of AI-driven opportunities, and recommendations for future product functionality or workflow optimization.
• Maintain and provide comprehensive reporting on key business impacts including Opal adoption trends, credit usage patterns, churn reduction, and overall customer value outcomes tied to AI workflows.
• Help drive a continuous improvement environment by identifying opportunities to simplify and streamline Opal-related processes, playbooks, and cross-functional recommendations.

Knowledge And Experience

• 2+ years of experience in customer consultation, product adoption, professional services, marketing technology, data-driven optimization, or AI/automation workflows.
• Strong collaboration and communication skills at all levels of an organization, including end users, vendors, management, and executives.
• Able to successfully manage and execute on AI-driven customer projects end-to-end in a fast-paced, dynamic environment.
• Experience working with data, analytics, or workflow automation tools (Opal, ChatGPT, or similar AI platforms preferred), with strong organization and attention to detail.
• Able to translate business problems into AI workflows or automation recommendations that improve productivity, insights, or decision-making.
• Comfortable working with structured and unstructured data and evaluating customer readiness, use cases, and adoption signals across multiple products.
• Work efficiently in a dynamic setting engaging with numerous customers and supporting them through AI onboarding, enablement, and value realization.
• Experience working with global customers preferred.

Education

• Bachelor's Degree or equivalent work experience.

Competencies

• Championing Customer Needs
• Displaying Technical Expertise
• Driving for Results
• Establishing Relationships
• Prioritizing and Organizing Work

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. We are dedicated to providing meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment. Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.