Product Specialist

As a Product Specialist in our SaaS company, you will be responsible for providing expert knowledge of our software products, assisting clients in effectively using the platform, and ensuring a seamless user experience. You will work closely with cross-functional teams including sales, marketing, and product development to deliver exceptional product support and gather customer feedback to improve future releases. Additionally, you will play a key role in driving product adoption and ensuring long-term stickiness by aligning customer needs with product capabilities. Key Responsibilities: Product Expertise Develop deep knowledge of the company’s SaaS product offerings. Stay updated on new features, updates, and industry trends. Act as the subject matter expert for the product, providing technical and functional support to clients. Customer Support & Training Provide hands-on product demonstrations and training for new and existing customers. Address customer inquiries, troubleshoot issues, and offer timely resolutions. Help clients understand product features and customize them to meet specific business needs. Driving Product Adoption & Stickiness: Develop and implement strategies to increase product adoption and engagement among users. Analyze user behavior and identify opportunities to enhance product stickiness, ensuring the product becomes an integral part of the customer’s workflow. Collaborate with Customer Success and Product teams to design onboarding processes and create personalized usage plans to drive user retention and long-term satisfaction. Collaboration with Cross-functional Teams: Work closely with the Product team to provide feedback based on customer interactions and suggest product improvements. Collaborate with Sales to provide technical assistance during pre-sales and post-sales processes. Partner with Marketing to support product launches and create user-centric content like guides, FAQs, and tutorials. Customer Success: Ensure customer satisfaction by following up post-implementation to verify that the product meets customer needs. Identify opportunities to increase product usage and expand customer accounts. Assist in developing onboarding programs and strategies to drive user engagement. Data Analysis & Reporting: Monitor product usage data to identify trends, customer pain points, and potential churn risks. Report findings and insights to the Product and Customer Success teams. Help optimize product performance and customer adoption strategies. Qualifications: Bachelor’s degree in Business, Information Technology, Computer Science, or related field. 2+ years of experience in a Product Specialist or similar role in the SaaS industry. Strong knowledge of SaaS products, cloud-based technologies, and customer lifecycle management. Proficiency in using and supporting SaaS platforms. Familiarity with CRM tools, ticketing systems, and analytics software. Ability to troubleshoot technical issues and provide practical solutions. Excellent communication and presentation skills. Problem-solving abilities and a customer-focused mindset. Strong collaboration and teamwork skills. Experience working with cross-functional teams in a fast-paced SaaS environment is preferred. Knowledge of product management principles or experience in Agile environments is preferred.

At project44, we’re on a mission to make supply chains work. With Movement, our High-Velocity Supply Chain Platform, project44 optimizes the movement of products globally, delivering unparalleled resiliency, sustainability, and value for our customers. We operate the world's most trusted end-to-end visibility platform, tracking over 1 billion shipments annually for over 1,300 leading brands across manufacturing, automotive, retail, life sciences, food & beverage, and oil, chemical & gas industries. Recently named to Fast Company’s Most Innovative Company’s List, project44 is headquartered in Chicago with a diverse team spanning 19 global offices and growing.