Job
Description
Designation : Product Specialist - Mumbai The Product Specialist (PS) plays a crucial role in driving customer success by ensuring seamless adoption, engagement, and satisfaction with the Digii platform. The PS acts as a trusted advisor, working closely with internal teams and customers to build confidence across all stages of the solution delivery lifecycle. This role demands a deep understanding of customer needs, proactive problem-solving, and technical enablement to ensure uninterrupted and continuous operation for customers globally. Your specific responsibilities will include: Product Adoption & Customer Enablement Develop and execute strategic initiatives to enhance customer onboarding, retention, and engagement. Monitor product adoption metrics and identify areas for improvement. Conduct training sessions, webinars, and documentation reviews to ensure customers are equipped to maximize platform capabilities. Account Management & Customer Success Own customer relationships, ensuring high satisfaction and continuous improvement in their experience with Digii. Lead regular customer meetings to track progress on open initiatives and resolve challenges. Work closely with sales, services, support, and leadership to drive overall customer success. Identify and address potential churn risks, ensuring customer retention and satisfaction. Use rational and balanced resolution techniques to turn challenges into opportunities and strengthen relationships. Customer Advocacy & Feedback Management Act as the Voice of the Customer, representing their needs within Digii to drive improvements in the product and services. Gather and analyze customer feedback, providing actionable insights to product management and engineering teams. Identify and document customer use cases that are not yet supported by the platform, helping shape the product roadmap. Technical Enablement & Issue Resolution Collaborate with engineering, product management, and support teams to resolve technical challenges faced by customers. Ensure customers receive timely resolutions for their issues, minimizing downtime and maintaining uninterrupted operations. Maintain deep knowledge of Digii's platform capabilities to provide effective technical guidance and best practices. Cross-Functional Collaboration Work across organizational boundaries with teams such as engineering, sales, services, support, and leadership to enhance customer outcomes. Support internal stakeholders by providing insights into customer needs and challenges to align business objectives. Qualifications: Must Haves: At least 4 years of experience in related domain Good Understanding of MS Excel Understand customer KPI and goals Proactively make strategic recommendations that deliver ROI throughout the customer's journey Experience implementing new processes and communicating them with internal teams Motivated and positive approach to solving customer problems large and small Passion for technology and for contributing to a fast-growing SaaS company Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Engineering) Preferred: An understanding of API architecture and use cases Experience with customer onboarding and retention strategies Knowledge of customer success platforms (e.g., Gainsight, Totango, ChurnZero, or similar tools) Basic knowledge of SQL or data analysis tools Understanding of SaaS business models and customer lifecycle management Familiarity with CRM tools (e.g., Salesforce, HubSpot, or similar) If you are passionate about driving technology adoption in the higher education sector and contributing to the growth of our SaaS platform, we invite you to join our high-energy team and make a difference in the future of education. Watch The Digii Story - https://www.youtube.com/watch?v=UP3EJiRpoqc Show more Show less
