Product Specialist (SDQ)

As a Product Specialist, you will be responsible for leading our customers to quick and meaningful value by driving strong product adoption, serving as a product expert and consultant, and driving high customer sentiment. We are looking for motivated team members who have strong communication skills, a passion for delivering success, and an interest in problem-solving with a solutions-oriented mindset. 

Responsibilities:

● Responsible for driving the customer to a high-value threshold post-onboarding and getting the merchant bought in on a path to value. 

● Leverage performance metrics and analytics: drive feature adoption, optimize programs, and understand & achieve client goals. 

● Ensure all customers are achieving value according to project plans and timeline. 

● Strategic problem solver who can identify opportunities to streamline the value realization process and build new playbooks to help our customers achieve their goals. 

● Proactively identify potential challenges and recommend viable solutions to internal challenges or roadblocks. 

● Be the voice of your customers by advocating internally for solutions to boost long-term customer value. 

● Be a self-starter who is as comfortable working on their own as well as part of a wider team

Required Skills/Abilities:

• Excellent (near-native) written, spoken and comprehension in English is a requirement for this job
• Background in customer service and client-focused solutions experience is required
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving aptitude
• Ability to work well with a team
• Project management/organization - can prioritize effectively in a reactive environment - Comfortable operating in ambiguity 
• Capacity for in-depth product knowledge 

- Hunger for understanding how things work - Wants to go a level deeper 

- Desire to level up new product knowledge, proactively communicates product and feature gaps

•  Analytical, consultative approach; can influence path to value 

- Wants to get customer the most value 

- Analytical - looks at product data for the customer, understands relevant trends (ie seasonality) - Solutions oriented - can come up with out-of-the-box solutions, will find a way to figure something out, relentless to get an answer 

• Bring the voice of the customer into product organization. 

- Subs: Sharing customer needs and distilling what’s important 

- SMS/EMail/Loyalty: sharing messaging that resonates with market 

- Strong communicator internally with stakeholders - primarily product, support, and delivery. Can coordinate and simplify. Knows when to lean on other teams for support 

Education and Experience:

• BSc/BA in Business Administration, Marketing, or a related field
• Proven experience as a Client Relations Specialist or KAM

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky is the limit at Horatio!