Product Solutions Specialist

6 months ago

Winnipeg, Canada Laivly Full time

**Overview**

We are an ambitious company of curious technologists. We don’t just code, we invent. We don’t just build, we create. We are gamers, sci-fi geeks, and artists. 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 and manage new implementations with our Enterprise and SME clients using the Laivly platform.

The Laivly Platform drives digital transformation for contact centre teams globally so that brands can serve their customers better while improving operational efficiency. How? By facilitating Smart Engagements using AI & ML to allow Customer Care teams to optimize and improve every step of the customer journey - from initial contact through customer engagement to resolution and ongoing customer success.

As a **Product Solutions Specialist**, you possess a broad set of skills which allow you to become the 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. Our customers depend on you to maximize the potential ROI of their solution. This means you own a critical part of the customer experience; from the moment Sales identifies a prospect with a need to when we fully implement the solution. You’ll play a key role in supporting your colleagues across Sales, Technical Implementations and Customer Success to ensure optimal conversion from Pilot to Customer while surfacing new opportunities for customer expansion and upsells. And you’ll play a critical supporting role for the Engineering and Product Management teams as you share your findings with the teams who build our core product.
- TL;DR (you should probably actually read it, but ):_ This role is a bit like a sales engineer but less technical. You don’t need to be an engineer but you do need to love technology.

**As a Product Solutions Specialist, you’ll**:
Work with Sales to identify and validate technology solutions that will drive high ROI for globally recognized brands across verticals like e-commerce, travel, technology and more
- Perform high-level analyses of prospects’ customer care business workflows and technologies in preparation for solution proposals and demos
- Work closely with Sales and the Product & Engineering teams to determine feasibility of proposed solutions
- Host discovery workshop(s) with customer stakeholders to deeply investigate requirements for a SIDD solution
- Build a case for your proposed solutions and clearly communicate your findings to Sales and Client stakeholders
- Document all requirements to create a solution scope and own the project from pilot through to conversion, including collaboration with colleagues across Sales, Engineering, Implementations and Customer Success
- Work with the Technical Implementations team to execute solutions build, including some management and prioritization of developer tasks based on pilot success criteria, removing roadblocks, and communicating new requirements as discovered
- Work with Customer Success Management and Analytics colleagues to create and monitor KPIs for solution success throughout implementation and pilot, including defining Client Reporting Dashboards
- Continuously drive improvements to the Solutions process in order to reach department KPIs
- Own user acceptance criteria, QA new implementations alongside the Technical Implementations team, and monitor users (Agents) to identify opportunities for improvements, bug fixes and optimization
- Act as a customer care business process expert, guiding best practices for Laivly solutions and implementations
- Be a key contributor to product roadmap considerations by gathering insights from internal and external users to ultimately improve the product experience and marketability
- Support CSMs in the relentless pursuit of product adoption growth and value maximization for customers

**Requirements**:
**As a Product Solutions Specialist, you have**:

- 3+ years in contact centre operations, customer success, account management, business analysis or a client consulting organization
- Knowledge of customer service / contact centre best practices and operations is an asset; the deeper the better — if you’ve led a successful program, extra brownie points
- An edge for the technical or a background in engineering or support process is an asset; understanding the capabilities of the Laivly platform to tie them to opportunities for real client value is key
- Empathetic capacity to acknowledge major pain points and priorities
- An aptitude for the fine detective work necessary to match the best solution to the challenges at hand
- Exceptional communication skills for communicating complex problems and solutions
- Keen problem solving and brutal honesty needed to work through the inevitable speed bumps along the wa

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