ExamRoom.AI®
Website:
examroom.ai
Job details:
Position Title: Product Specialist
Reports To: Manager of Test Assessment/Director of Client Management
Position Summary: We are looking for a detail-oriented and customer-focused Product Specialist to bridge the gap between product development, sales, and customers. You will be responsible for deep product knowledge, customer onboarding, demonstrations, and ensuring successful adoption of our software solutions. The Product Specialist shall perform product demonstrations to staff, he/she may also be tasked with facilitating training sessions, QA for new Client accounts/requirements, and creating and distributing reports.
Required Skills, knowledge and Abilities:
● Bachelor’s degree in Computer Science, Information Technology, Business, or related field
● 2–4 years of experience in a Product Specialist / Product Support / Pre-sales / Customer Success role in a software company
● Experience in customer service (US/UK) would be advantageous.
● Strong understanding of software products (B2B SaaS platforms preferred)
● Strong hands-on M365 is a must.
● Ability to document technical concepts for non-technical users
● Familiarity with APIs, integrations, databases, or basic technical troubleshooting is preferred
● Attention to minute details.
● Ability to work independently and efficiently.
● Articulate and able to perform demonstrations.
● Deadline-driven, and willing to work after hours.
● Clear/articulate verbal and written communication skills.
● Ability to work well in a team environment.
● Knowledge of Agile methodologies.
Position Role and Responsibilities:
● Conducting client meetings, documenting client requirements and conducting client demos.
● Create/edit email templates per the received client startup questions for all necessary platforms
● Create/edit any necessary manuals according to the client user case for all necessary platforms
● Sporadic training or retraining on new or updated products, platforms, and process flow.
● Product/platform demonstrations for internal staff/stakeholders on functionality of new, enhanced, or added features on various platforms.
● Modus operandi - defining, training, or explaining the specific process/flow for/of the end users
● Responsible for QA testing client accounts, including but not limited to adding exams,items, candidates, rules, duration, etc. for all necessary platforms
● Generate reports both manually and automated for clients and internal staff, including but not limited to assessment data
● Maintain a satisfactory Customer onboarding success rate, product adoption and usage metrics
● Maintaining a high Customer satisfaction score (CSAT / NPS)
● Reduction in support tickets related to product understanding and meeting the standard SLAs
● Contribution to product improvements through feedback
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