Product Success Specialist

5 hours ago

Karachi, Sindh, Pakistan DM Clinical Research Full time 400,000 - 800,000 per year

The Product Success Specialist will play a pivotal role in steering the Product Success team toward continued success and growth by assisting all customers with support across all product or software platforms. Your primary responsibilities revolve around fostering customer satisfaction and encouraging the adoption and effective use of our products.This role is crucial in aligning product development with market needs internally as well as externally and ensuring that our customers receive maximum value from our offerings. We are looking for someone who can bring a blend of technical acumen, customer empathy, and a drive for product excellence.

DUTIES & RESPONSIBILITIES

  • Serve as the primary customer contact, managing resolution of service incidents, product issues, and technical escalations for the assigned product line within the Product Management team.
  • Act as a vital link coordinating cross-functional teams to ensure the long-term success and expansion of our products.
  • Be the voice of our products, providing compelling demonstrations and promoting their features and benefits.
  • Develop strategies to maintain high customer retention and encourage deeper adoption of our products.
  • Collaborate with the Product Management team to identify opportunities for product expansion and enhancement.
  • Conduct comprehensive web-based training sessions for both new and existing customers across all product ecosystems.
  • Perform proactive system reviews to offer customers valuable tips and suggestions on optimizing product features and usage.
  • Gather product feedback, conduct customer interviews, and ensure proper follow-up on identified issues to enhance overall customer experience.
  • Evaluate customer usage of implemented products, adhering to product success processes and tools.
  • Represent the company/department at industry events, conferences, internal meetings, demos, and corporate events.
  • Stay abreast of industry trends and best practices to provide informed insights and recommendations.
  • Oversee daily metrics related to product tickets or escalations for the assigned product line, managing competing resources and priorities effectively.
  • Engage with customers through meetings and presentations, sharing ideas, findings, and solutions to foster strong relationships.
  • Collaborate with the Product Success manager in preparing for new product releases, including webinars, demo preparation, and effective communication of product functionality to customers.
  • Troubleshoot customer technical support cases through phone and email submissions, educate customers on product best practices, and strive to maintain expertise in product releases for consistently delivering excellent customer service.

KNOWLEDGE & EXPERIENCE

Education:

  • Bachelor's degree, required

Experience:

  • 1+ experience in enterprise product support or success roles.

Credentials:

  • Certification in the field of Customer Service or Delivery, preferred

Knowledge and Skills:

  • Excellent documentation, communication and presentation skills.
  • Excellent planning, organizational, and time management skills.
  • Excellent customer service skills.
  • Technical acumen
  • Customer Empathy
  • Drive for product excellence

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