Product Solutions Specialist

Overview

We are an ambitious company of curious technologists. We don’t just code, we invent. We don’t just build, we create. We are gamers, sci-fi geeks, and artists. We help the world’s biggest brands discover and leverage Artificial Intelligence, Machine Learning and Digital Automation.

The team at Laivly is hiring a Product Solutions Specialist to define and manage new implementations with our Enterprise and SME clients using the Laivly platform.

The Laivly Platform drives digital transformation for contact centre teams globally so that brands can serve their customers better while improving operational efficiency. How? By facilitating Smart Engagements using AI & ML to allow Customer Care teams to optimize and improve every step of the customer journey - from initial contact through customer engagement to resolution and ongoing customer success.

As a Product Solutions Specialist, you possess a broad set of skills which allow you to become the expert on each new customer, understanding their customer care technologies and workflows and digging into the details to uncover every opportunity to leverage the value of a Laivly implementation. Our customers depend on you to maximize the potential ROI of their solution.

As a Product Solutions Specialist, you’ll:

• Work with Sales to identify and validate technology solutions that will drive high ROI for globally recognized brands across verticals like e-commerce, travel, technology and more
• Perform high-level analyses of prospects’ customer care business workflows and technologies in preparation for solution proposals and demos
• Work closely with Sales and the Product & Engineering teams to determine feasibility of proposed solutions
• Host discovery workshop(s) with customer stakeholders to deeply investigate requirements for a SIDD solution
• Build a case for your proposed solutions and clearly communicate your findings to Sales and Client stakeholders
• Document all requirements to create a solution scope and own the project from pilot through to conversion, including collaboration with colleagues across Sales, Engineering, Implementations and Customer Success
• Work with the Technical Implementations team to execute solutions build, including some management and prioritization of developer tasks based on pilot success criteria, removing roadblocks, and communicating new requirements as discovered
• Work with Customer Success Management and Analytics colleagues to create and monitor KPIs for solution success throughout implementation and pilot, including defining Client Reporting Dashboards
• Continuously drive improvements to the Solutions process in order to reach department KPIs
• Own user acceptance criteria, QA new implementations alongside the Technical Implementations team, and monitor users (Agents) to identify opportunities for improvements, bug fixes and optimization
• Support CSMs in the relentless pursuit of product adoption growth and value maximization for customers
• Other duties as assigned

Requirements

As a Product Solutions Specialist, you have:

• 3+ years in contact centre operations, customer success, account management, business analysis or a client consulting organization
• Knowledge of customer service / contact centre best practices
• An edge for the technical or a background in engineering or support process is an asset; understanding the capabilities of the Laivly platform to tie them to opportunities for real client value is key
• Empathetic capacity to acknowledge major pain points and priorities
• An aptitude for the fine detective work necessary to match the best solution to the challenges at hand
• Exceptional communication skills for communicating complex problems and solutions
• Keen problem solving and brutal honesty needed to work through the inevitable speed bumps along the way to a successful implementation
• Entrepreneurial mindset, able to identify opportunities to realize wins over both the short and long-term
• Experience in a multinational company is an asset
• Participation in high-performance teams, continuously hitting success metrics
• English business proficiency (written and spoken) and strong business acumen

Benefits

Life at Laivly

Laivly gives you the opportunity to collaborate and grow your career with a diverse and passionate team. Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world.

We’ve got a shared mission - and a Laivly future. Join us today!

Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws.

Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

Laivly is committed to accommodating persons with disabilities.

If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.