Senior Value & Adoption Advisor - Opal (AI)

Introduction

As the Optimizely AI (Opal) & AI-focused Adoption Advisor, you will help customers operationalize AI across their digital workflows and ways of working. This role is ideal for someone who is not only customer-focused and consultative, but also deeply curious and hands-on with AI technologies, workflows, and emerging use cases. You will act as both a trusted advisor to customers and an internal advocate for AI-forward adoption strategies across the business. 

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. This includes understanding Opal’s AI workflows, credit consumption model, and common cross-product usage patterns.

• 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.

• Help champion and scale AI-forward ways of working internally and externally by identifying emerging AI use cases, sharing best practices, and helping customers and teams adopt AI-driven workflows.

• Partner cross-functionally to help shape scalable AI adoption motions, enablement approaches, and customer-facing best practices related to Opal and AI-assisted workflows.

• Translate practical AI usage into scalable customer adoption strategies that improve productivity, decision-making, experimentation velocity, or operational efficiency. 

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.

• Demonstrated hands-on use of AI tools such as ChatGPT, Claude, Copilot, or agent-based workflows is strongly preferred. Candidates should be able to speak concretely about how they have applied AI to improve workflows, productivity, automation, customer engagement, or operational outcomes.

• Able to translate business problems into AI workflows or automation recommendations that improve productivity, insights, or decision-making.

• Comfortable independently experimenting with emerging AI tools and workflows, with a strong curiosity for how AI can reshape customer experiences, internal operations, and digital ways of working.

• 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