Position Overview: The mission of the Product Specialist team is to build a world-class scaled onboarding experience to help new self-service customers within SMB companies effectively use Apollo in the first 90 days in order to see ROI from the platform.
The Product Specialist team is a new team responsible for providing a confidence-inspiring experience to our customers, as they are the first team these customers will experience in their journey with Apollo.
In this role, you will teach Apollo’s product to new customers, helping them to successfully implement Apollo basics and utilize those tools to address their goals and objectives. As a founding member of this newly formed team, you will also collaborate closely with the Product Specialist team and cross-functional partners to share learnings that will be used to iterate the scaled onboarding program.
We aim to provide a lightweight, chat-focused, onboarding experience that gets our customers set up with basic implementation and on their way to success with our tools. While we expect these customer interactions to occur over live chat, we want to test different communication methods to engage customers, which can also include video conference meetings. The ideal candidate for this role will be comfortable interacting with customers both on chat and video.
Responsibilities
- Teach Apollo’s product to new customers, helping them to successfully implement Apollo basics and utilize those tools to address their goals and objectives.
- Manage multiple different new customers within a day, quickly building a relationship and driving towards customer outcomes.
- Active participation in building up what the Product Specialist team will look like and what their core customer activities will be; this includes a weekly team meeting to share learnings and provide feedback on the program.
- Create training materials for customers including written and video documentation.
Qualifications
- 3+ years of total work experience; startup and/or SaaS experience a plus
- 2+ years of customer-facing experience in customer success, implementation, customer support, sales or similar roles.
- Experience working with clients spanning a wide range of industries.
- Proven track record of delivering results in a dynamic startup environment.
