Job Description

This is a remote position.

The Product Consultant serves as a bridge between ReleasePoint’s product offerings and its clients. The primary role is to ensure that clients receive the maximum value from our products, which often involves a combination of pre-sales support, onboarding, and ongoing advisory services. As a Product Consultant in a SaaS organization, the incumbent is a trusted advisor who guides clients in successfully implementing, using, and benefiting from the product. They ensure that the product is aligned with customer needs and support client satisfaction, retention, and product improvement.

Responsibilities

• Product Expertise and Demonstration
• Deeply understand the features, functionalities, and best practices of our medical information products to effectively assist and guide clients.
  
• Provide live product demonstrations for potential clients, showcasing how the software addresses their specific needs and solve business challenges.
• Onboarding and Training
  
• Assist new clients in setting up and configuring software product(s) to ensure a smooth start, which may involve step-by-step setup, data migration, or customization guidance.
  
• Train client teams on effectively using the product, helping them become self-sufficient and able to maximize the product’s benefits.
• Tailoring Solutions to Client Needs
  
• Assess client needs, challenges, and workflows to recommend ways to tailor our product to meet client needs effectively.
  
• Guide clients on best practices to help them achieve their goals with the software.
• Sales Support and Renewals
  
• Collaborate with sales team to understand prospects’ needs and create customized solutions or pitches that align with those requirements.
  
• Improve client retention rates and support renewals by ensuring that clients continue to see ongoing value.
• Client Success and Support
• Provide ongoing support and troubleshooting for clients, addressing product-related inquiries and helping to resolve issues promptly.
  
• Ensure clients are using the platform to its full potential by identifying usage gaps and providing targeted guidance.
• Documentation: Assist in the creation and maintenance of product knowledge bases, user guides, training videos, and other educational resources.
• Feedback Loop: Collaborate with the product team by sharing client feedback and insights to drive product improvements and feature development.
• Internal Collaboration: Work closely with Business Development, Client Experience, Solution Development, and Information Technology teams to ensure a seamless client experience.

Requirements

Education

• Bachelor’s degree in Marketing, Communications, Business, or Product Development, but proven experience in a client-facing role as a Product Expert, Trainer, Client Success, or similar in a SaaS or technology company may suffice.

Qualifications

• Proven experience in a client-facing role (Product Expert, Trainer, Client Success, or similar) in a SaaS or technology company.
• Strong technical aptitude and ability to quickly learn and understand complex software products.
• Exceptional communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Experience in leading training sessions or webinars for groups of varying technical proficiency.
• Ability to think critically and troubleshoot product-related issues to ensure client satisfaction.
• Client-focused mindset with the drive to deliver an excellent experience at every touchpoint.
• Comfortable working both independently and as part of a team in a fast-paced environment.
  

Preferred Qualifications

• Prior experience working with complex SaaS products.
• Familiarity with client onboarding strategies and SaaS product lifecycle.
• Experience using client support or CRM tools (e.g., Zendesk, Salesforce, etc.).

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