Product Specialist

About You – experience, education, skills, and accomplishments…

• Bachelor's degree AND/OR equivalent work experience in Life Sciences and/or Healthcare areas
• 5+ year(s) of Customer Care, Customer Service, Technical Support, Product Management, Customer Success or Account Management Experience within the life sciences and healthcare industries
• Stakeholder management experience
• Working knowledge of Microsoft Office: Outlook, Word and Excel

It would be great if you also had…

• Experience in training and mentoring others
• Ability to work through customer conflict and provide resolution using provided guidelines and judgment
• Ability to be adapt to accommodate customer and business needs
• Ability to establish priorities, manage work independently, and meet deadlines
• Should have strong analytical and decision-making skills
• Proven track record in leading projects and collaborating cross functionally
• Working knowledge of a large-scale CRM, such as SalesForce, is a major plus

What will you be doing in this role?...

• Active involvement in the management of 'at risk' customers and may act as an internal and/or external point of contact for high value customer escalations
• Actively participates in product discussions, working closely to optimize the customer experience and as needed to develop support and implementation procedures for new products and releases.
• Acts as a voice of the customer and report customer feedback to contribute to organizational learning. Ensures the best practices related to product topics learnt from the customer feedback are coordinated and followed-up across the organization and with the customer.
• Acts as direct escalation & consultation resource point to Product Specialists and Customer Care Advisors, supporting them with peer reviews, effective coaching and mentorship for non-standard customer queries
• Leads knowledge management activities which may include the activities related to the creation and ownership of the knowledge base
• Proactive in identifying and implementing any potential operational improvement opportunities and coverage gaps and sharing updates to the support Team/other Stakeholders.