Product Specialist

3 weeks ago

Winnipeg MB, Canada Laivly Full time

We help the world’s biggest brands discover and leverage Artificial Intelligence, Machine Learning and Digital Automation.
The team at Laivly is hiring a Product Solutions Specialist to define game-changing solutions and manage new implementations with our Enterprise and SME clients using the Laivly platform.
The Laivly Platform drives digital transformation for contact center teams globally so that brands can serve their customers better while improving operational efficiency. By leveraging agent-facing automation, AI & ML to help Customer Care teams to optimize and improve every customer interaction from initial contact through engagement and resolution.
As a Product Solutions Specialist , you possess a broad set of skills (outlined below) which allow you to become an expert on each new customer, understanding their customer care technologies and workflows and digging into the details to uncover every opportunity to leverage the value of a Laivly implementation. You’ll play a key role working with colleagues across Sales, Technical Implementations, Insights & Analytics, and Customer Success to ensure optimal conversion from Pilot to Customer while surfacing new opportunities for expansion within existing customers. Work with the Sales team and directly with customers to identify use cases for Laivly’s technology that will drive high ROI for globally recognized brands across verticals like e-commerce, travel, technology and more
Work with the Technical Implementations team to execute solutions build; Act as a customer care business process expert, guiding best practices for Laivly solutions and implementations
Post-secondary degree or equivalent is an asset in one of the following: Business/Management, Computer Science, Computer Engineering, or related field
Experience in contact center management or ops leadership (Operations Manager or above) with understanding of critical contact center KPIs and best practices; or 3+ years in customer success, account management, business analysis or a client consulting organization
Fluency in English (written and spoken) and strong business acumen
Ability to travel within Canada and the US (at minimum) to attend regular Laivly on-site visits and remote client meetings
Assets:
A passion for the technical, or a background in engineering or technical support
Participation in high-performance teams, hitting success metrics continuously
Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world. 

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