| Requirements: |
International information
provider seeks a Product Specialist who serves and supports revenue growth
and customer retention, specifically in the area of product utilization,
ensuring that the client receives maximum value and benefit. Also responsible
for serving as a knowledgeable resource to other business associates and
customer in the areas of industry, best practices, and product usage
Responsibilities:
• Supporting customers
and sales in both pre-sale and post-sale activities in the effort to increase
revenue and maximize retention. Activities include but are not limited
to: business analysis/ training implementation and delivery/ training documentation
development/ adoption analysis and solution recommendation & implementation/
problem-solving/ on-going support as these activities relate to the use
of all related products
• Acting as the leader
and primary liaison between business unit and customer base with issues
relating to product & technology in the areas of: i. hardware/ software
configuration, ii. product installation, iii. data definition, mapping
& integration
• Providing customer training
via on-site visits, WebEx, phone or email to incorporate group services
into their workflow and drive customer satisfaction and retention
• Action top tier escalations
for all supported products and services. Providing follow-up as appropriate
• Monitoring, collecting
and reporting knowledge collected from customer interactions, together
with an integrated knowledge of internal systems and cross-departmental
operations. Add into CRM for future reference
• Preparation for customer
visits to include company research, training documents, liaising with sales
teams for any problems that may be encountered
• Assisting in creating
and maintaining a proactive and positive environment with customer care,
sales, marketing and other departments that impact customers
• Interacting with 3rd
party vendors. Participating in training and relationship building through
joint on-site customer visits, mutual training and customer support
• Regularly attending
management, sales, and editorial meetings to present core information,
keep communication channels open between departments and to be kept informed
of all changes regarding clients and markets
• Discovering up-sell/cross-sell
opportunities for products and services during client calls/on-site visits
and pass on these leads to respective sales colleagues
• Adopting technical products
and product portfolio via education and problem resolution for the appropriate
business unit
• Collecting, reporting
and acting on voice of the customer feedback acquired from customer interactions.
Recommending process improvements based on feedback
• Acting as Subject-Matter-Expert
in agreed upon area within Product Specialist team and sales in one of
the four areas but not limited to management, customer needs, technology
and training
• Managing and delivering
special projects assigned by leadership for the benefit of the customer
support teams
Ideal candidates will be/
have
• Proactively understand
customers' needs and absorb critical information that could result in additional
revenue, potential down-sizing
• Technical knowledge
to support and train services to both internal and external customers
• Ability to influence
individuals at all levels, give opinions and justifications
• Organizational/time
management skills to prioritize workload, schedule trips and training sessions
• Ability to set up internet
connections/ wireless internet connections
• Computer literate with
the ability to learn customer service software applications
• Ability to analyze processes
and procedures, identify and present necessary changes and involve and
gain the commitment from all associates and other business units as part
of any change process
• Multi-lingual/ 2nd language
for better communication with customers - advantage
• Customer service experience
• Experience with CRM
systems for recording transactions and reporting metrics
All applications must
state salary required and notice period.
Only CV's fulfilling
the above criteria will receive replies. |
