[Remote] Product Expert (MC Pro)

Note: The job is a remote job and is open to candidates in USA. Personify is a remote-first company that supports associations, nonprofits, and event professionals. As a Product Expert, you will be the first point of contact for client requests, engaging with clients to address their challenges and collaborating with the consulting and product development teams to enhance the Personify MC Professional product.

Responsibilities

• Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
• Learn the inner workings of an Enterprise SaaS platform
• Triage potential platform issues
• Train clients on how to best use a highly configurable platform
• Provide reporting to clients on the status of support cases
• Work with the Product Development team to address bugs and advance the product

Skills

• Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook
• Experience with HTML and CSS
• Excellent communication skills (both verbal and written)
• Ability to work well in a team environment and collaborate with all levels of staff
• Capability to manage up and escalate as needed depending on the situation
• Aptitude to multi-task and prioritize while staying organized and managing time effectively
• Capacity to handle difficult situations effectively in a fast-paced environment
• Ability to understand technical jargon and communicate it to clients who have limited technical knowledge
• Capability to think and act independently and apply critical thinking
• Excellent interpersonal skills, with a positive, friendly, and helpful demeanor
• Relevant work experience preferred
• Familiarity with SQL desired
• Prior experience supporting software applications desired
• Experience working at or with trade associations or professional societies is a plus

Benefits

• Engaging Remote-First Culture: Experience a dynamic company culture that embraces remote-first principles, offering opportunities for team offsites, gatherings at any of our four offices, and a variety of virtual events for both enjoyment and professional development.
• Inclusive Employee Communities: Connect with our diverse Employee Resource Groups, including People of Color, Women's Network, and the supportive PersoniMoms community, promoting inclusivity and building strong bonds across our organization.
• Collaborative and Knowledge-Sharing Environment: Leverage our collaborative culture through company-wide Slack channels, fostering creativity, celebrating diversity, and sharing insights.
• Comprehensive Career Development: Engage in our robust career development initiatives, including access to workshops led by career development and leadership professionals, transparent insights into career progression, internal training sessions, expert-led product demos, and ample resources for personalized development plans.
• Health & Wellness Initiatives: Recharge when you need with unlimited pre-approved PTO and 14 company holidays. Plus, benefit from company-wide Wellness Days and paid Volunteer Days, promoting both personal well-being and community impact.

Company Overview