Job Description

This is a remote position.

As a Product Specialist, you will become a key point of contact for our new clients, learning our medical information products inside and out to help guide users through their onboarding process and continued use. You will play a critical role in educating clients, troubleshooting their issues, and ensuring they feel confident and empowered in using our technology. Your passion for delivering exceptional client experience will help establish and maintain strong relationships with our users.

Responsibilities

• Product Expertise: Deeply understand the features, functionalities, and best practices of our medical information products to effectively assist and guide clients.
• Product Demonstration: Prepare and conduct product demonstrations for prospective clients.
• Onboarding and Training: Lead onboarding sessions and deliver training for new clients via video calls, webinars, and in-person sessions as needed.
• Client Support: Provide ongoing support and troubleshooting for clients, addressing product-related inquiries and helping to resolve issues promptly.
• Client Success: Ensure clients are using the platform to its full potential by identifying usage gaps and providing targeted guidance.
• Documentation: Assist in the creation and maintenance of product knowledge bases, user guides, training videos, and other educational resources.
• Feedback Loop: Collaborate with the product team by sharing client feedback and insights to drive product improvements and feature development.
• Internal Collaboration: Work closely with Business Development, Client Experience, Solution Development, and Information Technology teams to ensure a seamless client experience.
• Continual Learning: Stay up-to-date with product updates, new features, and industry trends to maintain expertise and deliver the highest level of service.
  

Requirements

Education

• Bachelor’s degree in Communications, Business, Marketing, or Product Development, but proven experience in a client-facing role as a Product Expert, Trainer, Client Success, or similar in a SaaS or technology company may suffice.

Qualifications

• Proven experience in a client-facing role (Product Expert, Trainer, Client Success, or similar) in a SaaS or technology company.
• Strong technical aptitude and ability to quickly learn and understand complex software products.
• Exceptional communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Experience in leading training sessions or webinars for groups of varying technical proficiency.
• Ability to think critically and troubleshoot product-related issues to ensure client satisfaction.
• Client-focused mindset with the drive to deliver an excellent experience at every touchpoint.
• Comfortable working both independently and as part of a team in a fast-paced environment.

Preferred Qualifications

• Prior experience working with complex SaaS products.
• Familiarity with client onboarding strategies and SaaS product lifecycle.
• Experience using client support or CRM tools (e.g., Zendesk, Salesforce, etc.).
  

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