Product Specialist Lead

1 month ago

Saskatoon, Saskatchewan, Canada TEEMA Full time
Job Title: Product Specialist LeadJob ID: TW Location: Saskatoon, SKOverview:Reporting to the VP of Product, the Product Specialist Lead will be responsible for managing product support through a technical lens, end user training and support, and the continuous evolution of their customer support processes. They value their relationships with their customers; this candidate is passionate about building relationships and continually working with customers to learn their business and ongoing challenges and successes, which in turn allows us to develop meaningful products. This will require working closely with their customers and a thorough understanding of the organizations system's operation, how it fits within a customer's IT landscape, and their day-to-day business operations. The Product Specialist Lead will demonstrate leadership of a team of Product Specialists as they guide customers through the onboarding process, from design & discovery, implementation and training, and product launch, and support. This candidate focuses on standardization and optimizing processes, as Product Specialists are an integral part of the organization. This role requires keen problem-solving skills, empathy with customers and team members and a technical understanding of the product. A growth mindset is key; this person continuously looks for improvements in how we do things. What you will be doing:
  • Collaborating with other team leads closely to ensure onboarding and customer needs are being met
  • Continually evaluating and optimizing how we support customers
  • Working closely with Product to make sure customer feedback and feature enhancements are closely aligned
  • Managing the tools that Product Specialist's use to collaborate with other teams
  • Exploring additional metrics, tools, and data to assist with customer success goals.
  • Managing team schedule and resources, ensuring everyone is evenly distributed, commitments are met, and no one is overextended
  • Providing solutions support to sales during customer pre-sales journey
  • Driving the execution of customer onboarding plans, including design & discovery, implementation and training, product launch, and support in collaboration with the Implementation Team
  • Demonstrating team performance and customer satisfaction to leadership.
  • Continually evaluating and elevate tools and processes, driving change and improvement
What you must have:
  • Bachelor's degree (or relevant experience) in Computer Science, Business, Project Management, or related field.
  • Experience in providing customer support for Enterprise-scale organizations in a SaaS environment
  • Experience managing teams who provide education or training
  • Track record of measuring tools, processes, and performance
Nice to have:
  • Significant experience with end-user "Train the Trainer"-style education
  • Healthcare customers/experience
For more information about TEEMA and to consider other career opportunities, please visit our website at By applying to TEEMA on any job portal implies you are entering into a business relationship with us and therefore grants TEEMA consent to send you further job updates or industry and company-related information.

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