Product Expert

4 weeks ago

Toronto, Canada Personify Full time

Join the PersoniFam
Product Expert
Product Expert
WHO WE ARE
Are you looking for an inclusive environment, a remote-first opportunity and an employee experience that’s engaging, exciting and meaningful? At Personify, our mission is to provide purpose-driven software that anticipates our clients’ needs, service that empowers their teams and solutions that work together.

**Our technology platform includes**:
Association Management Software (ThreeSixty, MemberClicks and WildApricot)
Event Management Software (A2Z Events) and
Member Engagement Software (CommUnity, Classroom and Job Board)
Our offices located in Austin, Atlanta, Washington-Baltimore and Toronto are open to all employees. We are a remote-first company supported by 300+ talented employees. We believe that our work is wherever our people choose to live in the U.S. and Canada.

WHO WE NEED

As Product Expert, you serve as the first point of contact for client requests on the Personify Wild Apricot product team. With care, technological curiosity, and excellent customer service, you engage with clients to understand and address their challenges, requests, and ideas. An advocate for both clients and the product, you work closely with the Personify Wild Apricot Consulting team, as well as the Product and Development teams.

**You may be a great fit for this role if you are**:
A remarkable communicator - As the face of our company externally, and the voice of our customer internally, you will communicate technical details to a non-technical audience to ensure the success of our customers while maintaining a friendly and professional manner.
Empathetic - By fully embracing our clients’ issues and focusing on their experience, you will be able to provide them with the best possible service and solutions.
An extreme problem solver - You enjoy digging deep into a problem to find the solution. No matter the question, you will embrace it as a welcomed challenge and strive to find a resolution.
Flexible & adaptable - With a focus on providing the best possible solution for our customers, things are constantly evolving. You welcome change fully with a positive look toward the future.
Independent & Collaborative - You can be hyper-focused & task-oriented, while still contributing to the overall development of the team and the customer experience.

HOW YOU WILL MAKE AN IMPACT
Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
Learn the inner workings of an Enterprise SaaS platform
Triage potential platform issues
Train clients on how to best use a highly configurable platform
Provide reporting to clients on the status of support cases
Work with the Product Development team to address bugs and advance the product

WHAT YOU BRING

Relevant work experience preferred
**Strong technical skills with the following**: MS Word, PowerPoint, Excel, MS Outlook
Experience with HTML and CSS
Familiarity with SQL desired
Excellent communication skills (both verbal and written)
Ability to work well in a team environment and collaborate with all levels of staff
Capability to manage up and escalate as needed depending on the situation
Experience working at or with trade associations or professional societies is a plus
Aptitude to multi-task and prioritize while staying organized and managing time effectively
Capacity to handle difficult situations effectively in a fast-paced environment
Ability to understand technical jargon and communicate it to clients who have limited technical knowledge
Excellent interpersonal skills, with a positive, friendly, and helpful

Job descriptions serve as an outline only. Due to business needs, you may be required to perform job duties that are not within your written job description. Furthermore, Personify may have to revise, add to, or delete from your job duties per business needs. On occasion, we may need to revise job descriptions with or without advance notice to employees.

Why join Personify?
The people of the PersoniFam are our most valuable asset, and we're committed to investing in their growth and development. That's why we offer competitive salaries (listed in all our job descriptions), comprehensive benefits and a culture that values work-life balance. We want our people to feel supported and empowered to do their best work, and we're always looking for new ways to improve and evolve our company culture. If you're looking for a career with a purpose-driven company that is dedicated to making a difference in the world, then Personify is the place for you.

Personify company culture
Office meetups and outings for staff located in and around our 4 offices
A Culture Team that celebrates and plans the fun, virtual and in-person
Employee Resource Groups including People of Color, Women's Network and the unofficially awesome PersoniMoms group
Company-wide Slack communication and channels to support interests, foster creativity and celebrate all membe

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