Product Solutions Specialist - Winnipeg, Canada - Laivly

Laivly

Verified Company

Winnipeg, Canada

5 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Laivly
We are an ambitious company of curious technologists. We don't just code, we invent. We don't just build, we create. We are gamers, sci-fi geeks, and artists. We help the world's biggest brands discover and leverage Artificial Intelligence, Machine Learning and Digital Automation.

The team at Laivly is hiring a
Product Solutions Specialist to define game-changing solutions and manage new implementations with our Enterprise and SME clients using the Laivly platform.

The Laivly Platform drives digital transformation for contact center teams globally so that brands can serve their customers better while improving operational efficiency.

How? By leveraging agent-facing automation, AI & ML to help Customer Care teams to optimize and improve every customer interaction from initial contact through engagement and resolution.

About the Job

As a
Product Solutions Specialist, you possess a broad set of skills (outlined below) which allow you to become an expert on each new customer, understanding their customer care technologies and workflows and digging into the details to uncover every opportunity to leverage the value of a Laivly implementation.

Our customers depend on you to maximize the potential ROI of their solution.

This means you own a critical part of the customer experience from the moment Sales delivers a client with a need to when we fully implement the solution.

You'll play a key role working with colleagues across Sales, Technical Implementations, Insights & Analytics, and Customer Success to ensure optimal conversion from Pilot to Customer while surfacing new opportunities for expansion within existing customers.

You'll also play a critical supporting role for Product Management and Engineering as you share your findings with the teams who build our core product.

As a Product Solutions Specialist, you will

Work with the Sales team and directly with customers to identify use cases for Laivly's technology that will drive high ROI for globally recognized brands across verticals like ecommerce, travel, technology and more
Perform highlevel analyses of prospects' customer care business workflows and technologies in preparation for solution proposals and demos
Host discovery workshops with customer stakeholders to investigate requirements for a Laivly solution (yes, this is a clientfacing role and you will interact with lots of great people)
Work closely with the Product & Engineering teams to determine feasibility of proposed solutions
Work with Customer Success and Analytics teams to define solution success criteria as clear KPIs, including defining Client Reporting Dashboards
Support CSMs in the relentless pursuit of product adoption growth and value maximization for customers
Build a case for your proposed solutions and clearly communicate your findings to Sales and Client stakeholders
Document all requirements and map out workflows to create a solution scope, and present it to internal stakeholders and clients
Work with the Technical Implementations team to execute solutions build; remove roadblocks and communicate new requirements as discovered
Own user acceptance criteria and work with User Success group to monitor users (agents) to identify opportunities for improvements, bug fixes and optimization
Act as a customer care business process expert, guiding best practices for Laivly solutions and implementations
Be a key contributor to product roadmap considerations by gathering insights from internal and external users to ultimately improve the product experience and marketability
Continuously drive improvements to the Solutions process

As a Product Solutions Specialist, you have

Postsecondary degree or equivalent is an asset in one of the following: Business/Management, Computer Science, Computer Engineering, or related field
Experience in contact center management or ops leadership (Operations Manager or above) with understanding of critical contact center KPIs and best practices; or 3+ years in customer success, account management, business analysis or a client consulting organization
Min 4 years professional experience
Investigative approach to determine the best solution for the challenges identified
Excellent organizational and time management skills
Ability to work under tight deadlines and still show up with a smile
Fluency in English (written and spoken) and strong business acumen
Ability to travel within Canada and the US (at minimum) to attend regular Laivly onsite visits and remote client meetings

Assets:

A passion for the technical, or a background in engineering or technical support
Empathetic capacity to acknowledge major pain points and priorities of both Clients and Users
Keen problem solving skills and determination to work through challenges
Entrepreneurial, opportunistic mindset
Experience implementing change and innovation
Participation in highperformance teams, h