Senior Product Specialist - Implementation/Onboarding

Zenoti•Seattle, WA

About The Position

Zenoti offers an all-in-one, cloud-based software solution tailored for the beauty and wellness industry, enabling businesses to manage online appointments, POS, CRM, employee and inventory management, and marketing programs. The platform aims to streamline operations, reduce costs, and enhance customer retention and spending. Zenoti powers over 30,000 salons, spas, medspas, and fitness studios across more than 50 countries, including major global brands. The company has achieved significant milestones, including a $1 billion valuation, an $80 million investment from TPG, and recognition as a Great Place to Work CertifiedTM for 2021-2022. The Senior Product Specialist role involves working directly with customers to define requirements, facilitate the adoption of Zenoti solutions, conduct demos and solution reviews, design and set up proof of concepts, configure the software, identify and mitigate risks, and address customer issues to ensure satisfaction and successful implementations.

Requirements

6-9 years of experience in Implementation and support of Enterprise products
Strong software exposure and ability to master product functionality, boil down complex requirements into coherent and viable product design and configure software solutions.
Strong verbal and written communication skills, especially in the areas of requirements and solution documentation.
Ability to manage and work across multiple projects.
Strong ability to demo/train and deliver excellent customer presentations.
Strong logical, analytical and problem-solving skills
Open to travel on short notice to customer locations when required
Ability to learn new skills and operate in a fast-paced and changing environment.

Nice To Haves

Knowledge of Web Design using HTML, JavaScript
Good understanding of MS Office, JIRA, Basecamp applications
Experience in the wellness/spa industry a plus.
Eagerness to learn about the opportunities and challenges driving revenue in the health and wellness industry.

Responsibilities

Work with customers to define requirements and help them adopt Zenoti solutions to streamline operations and increase revenue.
Drive demos, walk-through and solution reviews with customers.
Solution, design and setup proof of concepts and pilots for the high priority and large customers ensuring successful implementations.
Configure Zenoti to meet customer business scenarios
Identify risks based on current product capabilities; define and implement mitigation plans
Address customer issues and concerns in a timely fashion to ensure customer satisfaction
Align working hours to overlap customer timezone to build customer relationships and satisfaction by providing exceptional and timely service.
Stay up-to-date with product knowledge, business flow, sales process, and market dynamics.
Maintain complete documentation and follow organizational processes to ensure successful implementation of Zenoti products.
Ensure the adherence to SLAs, and key metrics according to the organization’s goals and objectives
Coordinate with internal teams as needed to meet customer needs and requirements, while managing customer expectations.