Senior Product Specialist (SaaS onboarding and implementation)

Zenoti•Seattle, WA

About The Position

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry, enabling users to seamlessly manage every aspect of their business, including online appointment bookings, POS, CRM, employee management, inventory, and marketing programs. The platform helps clients streamline systems, reduce costs, and improve customer retention and spending. Zenoti powers over 30,000 salons, spas, medspas, and fitness studios in more than 50 countries, serving a vast portfolio of global brands. Recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, and ranking 316th on Deloitte’s 2020 Technology Fast 500™. Zenoti is also recognized as a Great Place to Work CertifiedTM for 2021-2022. As a member of the Adoption organization, the Product Specialist will primarily analyze business requirements and translate them into Zenoti product features for adoption by existing customers. This role requires using functional skills, in-depth product knowledge, and understanding customer needs to identify pain points and provide solutions by effectively configuring product features and functionality within the Zenoti application. The specialist will ensure customers are effectively trained on the platform and help them achieve business goals through increased adoption of Zenoti solutions. The role involves collaborative work with internal teams and customers to ensure their success.

Requirements

10 years of experience in Implementation and support of Enterprise SaaS products.
Strong software background and ability to master product functionality, boil down complex requirements into coherent and viable product design and configure software solutions.
Strong business consulting experience or equivalent in an external customer facing role.
Proven fast learner of enterprise applications, experience in implementing cloud solutions.
Ability to communicate in business terms with non-technical customer stakeholders, and translate their requirements into business solutions.
Experience driving technical discussions, discovery workshops with customers, mapping business requirements to product functionality, for maximum customer impact and understanding.
Strong verbal and written communication skills, especially in the areas of requirements and solution documentation.
Ability to manage and work across multiple projects.
Experience working with remote teams across different time zones.
Strong ability to demo/train and deliver excellent customer presentations.
Strong logical, analytical and problem-solving skills.
Ability to learn new skills and operate in a fast-paced and changing environment.

Nice To Haves

Knowledge of accounting principles, inventory management, and business processes optimization.
Experience in the wellness/spa industry.
Eagerness to learn about the opportunities and challenges driving revenue in the health and wellness industry.

Responsibilities

Partner with customers to lead the implementations for feature add-ons and enhancements to customer's Zenoti solution.
Work with customers to understand their business requirements, define scope, plan and implement enhancements and adoption of Zenoti software features to streamline their operations and drive increased revenue.
Independently handle customer adoption procedures while delivering excellent customer service.
Lead demos, training, conduct walk-throughs and solution reviews through excellent customer presentations.
Drive proofs of concept and pilots for high-priority and complex customers.
Proactively identify and mitigate significant risks, unknowns, and issues to the implementation plan.
Address customer issues and concerns in a timely manner to ensure customer satisfaction.
Stay up-to-date on Zenoti product knowledge, business workflow, process and market positioning.
Maintain thorough documentation and follow organizational processes to ensure successful implementation of Zenoti software features and products.
Work and communicate across groups and articulate the needs for compliance and risk management.

Benefits

Be part of an innovative company that is revolutionizing the wellness and beauty industry.
Work with a dynamic and diverse team that values collaboration, creativity, and growth.
Opportunity to lead impactful projects and help shape the global success of Zenoti’s platform.
Attractive compensation.
Unlimited Vacation

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