Product Solutions Specialist

3 months ago

Winnipeg, Canada Laivly Full time

**About LAIVLY**

Seeking curious and creative types We are an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences. Led by a team of established contact center experts, Laivly addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience.

The team at Laivly is looking for 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. How? By leveraging agent-facing automation, AI & ML to help Customer Care teams optimize and improve every customer interaction from initial contact through engagement and resolution.

**About the role**

As a **Product Solutions Specialist**, you’ll leverage a broad skill set to become an expert on each new customer, understanding their customer care technologies and workflows. You’ll dig into the details to uncover every opportunity to maximize the value of a Laivly implementation and own these implementations from the Sales hand-off to full implementation, ensuring the greatest possible experience and highest possible ROI.

**As a Product Solutions Specialist, you will**
- Collaborate with the Sales team and customers to identify use cases for Laivly’s technology that deliver high ROI for global brands in sectors like e-commerce, travel, technology and more
- Analyze prospects’ customer care workflows and technologies to prepare solution proposals and demos
- Lead discovery workshops with customer stakeholders to gather requirements for Laivly solutions (yes, this is a client-facing role and you will interact with lots of great people)
- Partner with the Product & Engineering teams to clarify tool functionality as it impacts the feasibility of proposed solutions
- Work with Customer Success and Analytics teams to define solution success criteria as clear KPIs, including defining Client Reporting Dashboards
- Assist Customer Success Managers in demonstrating current solution value and identifying opportunities for expansion into new features as part of the customer’s Laivly roadmap
- Build and present a strong case for proposed solutions to Sales and Client stakeholders
- Document requirements, map workflows, and present the solution scope to internal stakeholders and clients
- Collaborate with the Technical Implementations team to execute solutions build; remove roadblocks and communicate new requirements as discovered
- Own user acceptance criteria and work with User Success team to monitor users (agents), identifying opportunities for improvements, bug fixes and optimization to maximize the efficacy of the solution
- Serve as a customer care process expert, guiding best practices for Laivly solutions and implementations
- Contribute to the product roadmap by gathering insights from internal and external users to enhance product experience and marketability
- Continuously improve the Solutions process

**As a Product Solutions Specialist, you have**
- Minimum 4 years of professional experience
- 3+ years in customer success, account management, business analysis or a client consulting organization
- 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/operations leadership with an understanding of critical contact center KPIs and best practices is an asset
- A leadership and decision-making-oriented mindset and demonstrated advocacy for the success of your project work
- The ability to learn quickly and map features on the Laivly platform to client opportunities
- Strong investigative skills for identifying optimal solutions for a given client’s process and objectives
- Excellent organizational and time management skills, with the ability to work under tight deadlines
- Fluency in English (written and spoken) with strong business acumen
- Ability to empathize with clients and users to acknowledge major pain points and priorities
- Strong problem solving skills and determination to work through challenges
- Entrepreneurial mindset, with esperience driving innovation and change
- Proven track record of success in high-performance teams
- Exceptional communication skills for conveying complex issues and solutions

**Life at Laivly**

Laivly gives you the opportunity to collaborate and grow your career with a creative, diverse, and passionate team. We work hard and play often, with a flexible environment that works with you. A career at Laivly mean

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