Product Specialist
Pacific Time Zone
Customer Support /
Full-time /
Remote
As a Product Specialist, you will be the primary point of contact for our researchers, providing them with world class onboarding, guidance, and support. You will have the opportunity to be the voice of the customer, build cross functional skills from onboarding, technical support, billing, security, and more to ensure that our customers have a seamless experience with Respondent. We expect you to be a relentless customer advocate who translates customer feedback into robust product requests and process changes to ensure we are always delivering best in class engagement with our Researchers and Participants alike.
Areas you'll work on
- Product Expertise: Become an end to end expert on our products, use cases, and customer expectations.
- Sales Support: Proactively identify sales opportunities, develop strategies, and drive sales growth from inbound customers. Provide product demos, presentations, and proposals to showcase the value of Respondent.
- Technical Support: Provide pre-sales and post-sales technical support to customers, including troubleshooting, configuration guidance, and resolution of technical issues. Serve as the bridge between customers and internal teams, ensuring timely and effective resolution of issues.
- Vendor Onboarding: Facilitate the onboarding process for new vendors, providing internal documentation completing any documentation required by our customers, and ensuring a smooth transition onto our platform.
- Billing: Assist customers with billing inquiries, invoicing, and payment processing. Work closely with the finance team to ensure accurate billing and resolve any billing-related issues or discrepancies.
- Security Tasks: Collaborate with the Engineering team to ensure that our products and services meet security and compliance requirements. Assist customers with security assessments, audits, and compliance documentation as needed.
- Training and Education: Develop training and help center content. Conduct product training sessions for partners and customers. Empower others with the knowledge and skills needed to effectively promote and utilize Respondent.
- Feedback and Improvement: Gather customer feedback, market insights, and competitive intelligence to inform product development and enhancement efforts. Continuously strive to improve processes, tools, and resources to optimize the customer experience and drive sales success.
Who you are
- You live in or are willing to work within Pacific Time Zone hours.
- You have experience working remotely and asynchronously.
- You have at least 4 years of customer support/sales experience within a SaaS/technology start up.
- You are passionate and proactive when it comes to improving processes and workflows and delivering an exceptional customer experience.
- You understand the value of Key Performance Indicators (KPI’s) and you are motivated to have your success measured by them.
- You work well with deadlines and understand that prompt, thorough and accurate responses contribute to the overall success of providing superior customer experience
- You are able to communicate clearly and effectively with our customers via Zoom, chat, and email.
