Product Expert

3 months ago

Toronto, Canada Personify Full time

**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 MC Trade 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 **the PersoniFam?**

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.

**We **_Personify _**company **culture**
- Office meetups and outings for staff located in and around our 4 offices
- A Culture Team who 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 intere

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