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KleerMail Product Specialist in Boston, Massachusetts

THE OPPORTUNITY

We're looking for an enthusiastic Product Specialist to join our team on a remote basis. The Product Specialist will ensure all clients and users are on-boarded to our platform and provided with a friendly, consistent and best-in-class experience. This role is technical in nature and will require close collaboration with KleerMail's, Client Success, Product and Engineering teams and our Fortune 500 clients. In this role, you'll train and on-board new users, effectively resolve client support tickets, inquiries, and comments across multiple channels including email, call center, in-app live chat, and self-service. You will be responsible for communicating client/market feedback to relevant internal stakeholders in order to enhance the overall product and client experience. This role provides the opportunity for advancement to positions in Product Management and Client Success.

KEY RESPONSIBILITIES

  • Work directly with clients and users to complete on-boarding and provide user training and support

  • Become a Product Expert of all KleerMail products and services to ensure appropriate training and solution recommendations

  • Collaborate with stakeholders to develop and maintain training and support materials

  • Manage new client setup within KleerMail's products

  • Contribute user feedback to enable product, business and functional planning

  • Collaborate cross-functionally with Product and Engineering to proactively detect problem areas and ensure effective solutions

  • Document, monitor and ensure timely resolution of all support inquiries to clients’ satisfaction, across relevant communications channels

  • Manage online KnowledgeBase and Support Center taxonomy and update FAQs, articles, and training materials as necessary

  • Track and manage key client support metrics to ensure high levels of satisfaction, NPS, and retention

  • Perform quality assurance and user acceptance testing for all product releases.

Requirements

Required:

  • 1-2 years of experience in Client Success, Support, Business/Systems/Product Analysis, or Quality Assurance role in an Enterprise B2B environment

  • Excellent communication and presentation skills – in-person, written and verbal

  • Passion for delivering best-in-class service to high-value clients and users

  • Proven experience in eliciting requirements and testing

  • Friendly, outgoing and great with people

  • Ability and desire to quickly learn new skills and prioritize your work for effective outcomes

  • Work in a multi-channel client/customer support environment (e.g., email, phone, chat, social)

  • Ability to 'triage' and deliver solutions on a timely basis

Desired:

  • Experience with Adobe Indesign

  • Experience in early-stage software companies

  • Experience with Direct Marketing and/or marketing automation solutions

  • Experience with client interactions (email, phone, in-person)

Benefits

Great teams deserve great benefits!

  • Partner with Founders, Software & Direct Marketing Marketing Execs to build Boston’s next Mar-Tech giant

  • KleerMail pays 100% of the premiums for our employees’ Medical, Dental and Vision plans

We also provide:

  • 401k

  • Life Insurance & AD&D

  • Short-Term Disability Insurance

  • Long-Term Disability Insurance

  • Employee Assistance Program (EAP)

We also offer the following optional benefits:

  • Flexible Spending Account (FSA) Plans

  • Discounts for vacation destinations, hotels, food, restaurants, car rentals, retail, and much more

  • Supplemental Life, Accidental Death & Dismemberment, Short- and Long-Term Disability Insurance

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