Senior Product Specialist - Implementation/Onboarding

Zenoti•Seattle, WA

1d•Hybrid

About The Position

Zenoti offers an all-in-one, cloud-based software solution tailored for the beauty and wellness industry, enabling seamless management of online appointment bookings, POS, CRM, employee management, inventory, and marketing. The platform helps clients streamline operations, reduce costs, and enhance customer retention and spending. Engineered for reliability and scale, Zenoti powers over 30,000 businesses in more than 50 countries, including major global brands. The company has achieved significant milestones, including a $1 billion valuation, recognition as a Next Tech Titan, an $80 million investment from TPG, and a ranking on Deloitte’s 2020 Technology Fast 500™. Zenoti is also a Great Place to Work CertifiedTM company for 2021-2022. This role involves collaborating with customers to define requirements, facilitate the adoption of Zenoti solutions, conduct demos and solution reviews, design and implement proof of concepts, configure the software to meet business needs, identify and mitigate risks, and ensure high customer satisfaction. It is a customer-facing position that requires aligning working hours with customer timezones and demonstrating deep product and technical expertise.

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.
Eagerness to learn about the opportunities and challenges driving revenue in the health and wellness industry.

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.

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.
Demonstrate deep subject matter expertise in the product and a keen technical understanding of the product, all the integration points, and enterprise scenarios.
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.