Platform Adoption Strategist

Sawt | صوت; Riyadh; On-site; SAR 180,000 - 320,000; Full time

Job summary

Sawt is looking for a client-facing Adoption & Expansion Specialist to help customers succeed with our AI-powered customer interactions platform. You’ll work closely with clients before go-live, craft adoption plans, monitor usage, and drive value through expansion initiatives across accounts.

In this role you will surface customer needs, translate them into product improvements, coordinate with engineering and PeS, and guide engagements from initial contact to continued scale and success,

Responsibilities

• Adoption planning with client before go-live
• Develop adoption plans and maintain regular client cadence
• Monitor usage, identify barriers, and drive product improvements
• Coordinate with PeS and engineering to resolve issues
• Proactively identify expansion opportunities within accounts
• Translate client needs into measurable business outcomes

Job description

Sawt is the customer interactions company. We build AI software that helps enterprises run customer interactions at scale - from understanding why a customer is reaching out and responding in their language and dialect, to navigating business policies, taking action, and resolving what they came for.

We believe world-class technology comes from the culture behind it - set to help define the next generation of technology. That ambition shapes how we build and who we build with: people who take ownership, find the path through, leave their ego at the door, and keep sharpening their craft together.

Why this role matters

About Sawt

Sawt is the customer interactions company. We build AI software that helps enterprises run customer interactions at scale - from understanding why a customer is reaching out and responding in their language and dialect, to navigating business policies, taking action, and resolving what they came for.

We believe world-class technology comes from the culture behind it - set to help define the next generation of technology. That ambition shapes how we build and who we build with: people who take ownership, find the path through, leave their ego at the door, and keep sharpening their craft together.

Why this role matters

Go-live isn't the finish line - it's where the real test starts. A use case that worked in testing has to prove itself in a client's daily operations, under real load, with teams learning to depend on it.

This role picks up where implementation ends: staying close enough to see how the product is actually used, closing the gap between what's possible and what's happening, and building the case for what comes next.

Get this right, and a single use case becomes a client's reason to go deeper - more of their operations, more of their trust, more of what Sawt can be to their business.

What you'll do

Adoption

• Involvement starts before go-live, with a clear read on the client's objectives, use case, stakeholders, and readiness
• That read turns into an adoption plan and a regular working cadence with the client
• The product becomes part of how client teams actually work day to day, not something sitting on the side
• Usage and interactions get watched closely, barriers get investigated, and the product keeps getting better at serving the client
• Configuration and usage issues get resolved directly where possible, with PeS and engineering brought in when needed
• Adoption and business outcomes get tracked, and those findings shape what improves next

Client-led product improvement

• Staying close to client operations surfaces requests, recurring challenges, and real opportunities to make the product more useful
• Every request gets traced back to the need behind it, with the expected business benefit made explicit
• Client evidence and priorities feed directly into product research sprints
• Improvements get scoped and validated with the client, working alongside PeS, product, and engineering
• Delivery isn't the end - improvements get followed through until they're understood, used, and delivering value

Expansion

• Focused research sprints uncover additional use cases within existing accounts
• Departments, stakeholders, business processes, and opportunities for deeper engagement get mapped out
• Each opportunity gets assessed for usefulness, technical feasibility, and business value
• Opportunities get developed with client sponsors, then scoped and implemented alongside PeS
• Each account gets a practical expansion plan, with clear priorities, owners, and next steps
• Over time, this builds a lasting understanding of the client's business - and a partnership that outlasts any single use case

What you bring

• A substantive technical background in software engineering, computer science, data, or a related field
• Hands-on experience with technical products - configuration, data, integrations, or troubleshooting
• Time spent working directly with clients through adoption, implementation, technical consulting, or customer success
• The ability to diagnose problems using both product evidence and conversations with client teams
• Strong discovery skills, and a knack for spotting useful opportunities across an organization
• Consistent follow-through, and comfort coordinating technical and business stakeholders

What the process looks like

• Intro call with the team
• Technical conversation with the hiring manager
• Case exercise - take a sample account and show how you'd approach adoption and expansion
• Culture fit call
• Offer