Full-Time Product Specialist

Discovery Navigator is a cutting-edge tool utilizing AI and ML and can automate the administrative efforts of medical record review. As a result, users achieve significant cost and time savings allowing for more opportunity to focus on quality results and improving the customer experience rather than spending time on mundane administrative tasks.

Discovery Navigator has an exciting opportunity for a Product Specialist. This person will participate as a collaborative member of the Discovery Navigator team and would be responsible for proactive communication with our current and potential customers, including facilitating pilot customer on-boarding experience and transition to fully licensed sale.

This very important position also requires the successful candidate to be knowledgeable about our software solutions so they can advocate on behalf of the customers for feature-rich, easy-to-use product advancements.

This position is not required to work out of one of our offices, therefore, the candidate must also ensure compliance with our home-office environment requirements.

Responsibilities Include:

1. Manage, support, and service the assigned set of accounts with focus on customer retention, and identifying ways to increase overall customer satisfaction and engagement.
2. Provide product demo’s for prospective clients and lead onboarding trainings as needed for customers
3. Seek out opportunities to increase customer satisfaction and strengthen customer relationships.
4. Assist in managing annual renewals providing the customer with both quantitative and qualitative proof of value.
5. Identify opportunities for increased value-add for customers
6. Partner with internal stakeholders including Sales, Customer Care, Product, and Accounting to ensure a great end-to-end customer experience.
7. Keep updated on trends and key performance indicators impacting customers in our key markets and share that information and any related recommendations with leadership.
8. Share market feedback and best practices with internal teams, including the documentation of business requirements and supporting user stories to support the business case for product enhancements.

Qualifications:

A bachelor’s degree is preferred and a minimum of 10 years’ experience in customer management and/or business development experience.

Skills:

• Analytical and process-oriented mindset
• Excellent communication (written/verbal) and presentation skills
• Ability to work well under pressure, manage multiple tasks in a fast-moving environment
• Comfortable working with C-suite executives in a customer organization
• Highly organized, self-driven and eager to provide a superior customer success experience with a desire to delight customers
• Ability to identify areas where we can improve sales productivity and impact revenue “ analyze, course correct and implement as needed
• Proven success working across stakeholder teams to positively influence people across all functional areas of an organization
• Excellent strategic, project planning and organizational skills with high attention to detail and self-directed
• Microsoft Office and Jira skills preferred
• Some travel is required.

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