Product Specialist

Department: Customer Experience

Location: Melville, NY

Compensation: $80,000 / year

Description

The Opportunity

Our Client Services team is growing and looking for a rock-solid Product Specialist to join our team. As a Product Specialist, you will serve as a subject matter expert for our product line, providing in-depth knowledge and support to both internal teams and external customers. You will play a crucial role in driving product adoption, enhancing customer satisfaction, and contributing to overall business growth.

You will also play a pivotal role in bridging the gap between our engineering and sales teams. You will be responsible for understanding our product offerings in depth, providing technical expertise to sales teams, and collaborating with engineers to ensure customer satisfaction.

The Company

We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands.

We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.

As a Product Specialist, you excel at the following core competencies

• Building strong customer relationships and delivering customer-centric solutions.


• Open to exploration, always learning


• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

The impact you'll make

Sales Enablement:

• Develop a deep understanding of our product line, including features, capabilities, and limitations.


• Provide technical support and guidance to sales teams during the sales process.


• Design, develop and deliver product demonstrations and presentations to potential customers that clearly communicate the uniqueness of KWI's value proposition


• Successfully match customer pain/requirements to proposed solutions.


• Ability to create customized analyses to showcase the functionality and unique insights to be gleaned from the KWI Platform offering and associated equipment.


• Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions.

Training & Customer Support:

• Become a product expert to provide proactive and reactive consultation, support and training to clients, perspective clients, and internal employees.


• Conduct technical assessments of customer environments to determine product suitability.


• Provide training support to customers throughout the sales cycle and post-sale.


• Contribute to internal and external knowledge sharing and training initiatives.


• Create and deliver engaging and informative training programs tailored to various audience levels and learning styles.


• Develop training materials, including manuals, presentations, and handouts.

Product Expertise & Technical Writing:

• Create instructional content for products and services in the form of written instructions, videos, and guided walk-throughs using WalkMe.


• Author release notes for all major and maintenance releases, for each product, by partnering with the Program and Product Management teams and sourcing relevant development tickets using Atlassian Project Management and issue tracking software.

What you will bring

• You have a Bachelor's degree in a relevant discipline or equivalent work experience


• You have 5 years of retail training/sales experience


• Beginner to intermediate knowledge of web design – CSS, HTML, and JavaScript


• Microsoft Office 365 – OneDrive, Word, Excel, Outlook, PowerPoint Teams, Stream, and other apps


• MySQL experience is a plus


• You're passionate about technology, quality and providing excellent customer service


• You consider yourself to be an excellent communicator – interpersonal, written, and verbal

As a member of the KWI team you will receive

• Full Medical, Dental and Vision


• Annual bonus eligible


• Free gym in the building


• Generous PTO policy


• Summer Fridays....all year round


• Tuition Reimbursement


• Discount from building café


• 401(K) with a 50% company match (up to 6% of employee contribution)


• Employee Referral Program


• (1) Volunteer day each year

Our work space

We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.

We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.

Our commitment to you

At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.