Product Solutions Specialist

7 months ago

Winnipeg, Canada Laivly Full time

**About Laivly**

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 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 to optimize and improve every customer interaction from initial contact through engagement and resolution.

**About the Job**

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. 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 delivers a client with a need to when we fully implement the solution. 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. You’ll also play a critical supporting role for Product Management and Engineering as you share your findings with the teams who build our core product.

**As a Product Solutions Specialist, you will**
- 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
- Perform high-level analyses of prospects’ customer care business workflows and technologies in preparation for solution proposals and demos
- Host discovery workshops with customer stakeholders to investigate requirements for a Laivly solution (yes, this is a client-facing role and you will interact with lots of great people)
- Work closely with the Product & Engineering teams to determine feasibility of proposed solutions
- Work with Customer Success and Analytics teams to define solution success criteria as clear KPIs, including defining Client Reporting Dashboards
- Support CSMs in the relentless pursuit of product adoption growth and value maximization for customers
- Build a case for your proposed solutions and clearly communicate your findings to Sales and Client stakeholders
- Document all requirements and map out workflows to create a solution scope, and present it to internal stakeholders and clients
- Work 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 group to 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
- Continuously drive improvements to the Solutions process

**As a Product Solutions Specialist, you have**
- 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
- Min 4 years professional experience
- Investigative approach to determine the best solution for the challenges identified
- Excellent organizational and time management skills
- Ability to work under tight deadlines and still show up with a smile
- 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
- Empathetic capacity to acknowledge major pain points and priorities of both Clients and Users
- Keen problem solving skills and determination to work through challenges
- Entrepreneurial, opportunistic mindset
- Experience implementing change and innovation
- Participation in high-performance teams, h

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