Product specialist

Line Responsibility: Client service manager

Hours: Full time. Option for flexible hrs to suit the needs of the business.

Location: Thurleigh, Bedfordshire

Duration: Permanent

N.B. No Agencies please.

Key responsibilities:

Through growth, Phew are looking for a product specialist, who will work as part of our client service team to deliver world class solutions, supporting, training and supporting product owners on the product roadmaps.

The successful candidate would Ideally have experience or health or Safeguarding sectors and join our agile team with the potential for significant growth.

We’re looking for someone who has “the right stuff” and is looking for work with rewarding client base and deliver our vision and mission. They must have fantastic communication and organisation skills.

The successful candidate will have experience of being the link between client and a product portfolio.

You will showcase a hands-on approach, enabling us to deliver world class, client service.

Your ability to consistently drive innovation and continuous improvement will be key to ensuring as positive impact and influence of our systems so that our business is always leading the way in our markets.

The main duties and responsibilities shown below are not exhaustive but should merely be regarded as a guide. The jobholder will be expected to conduct any reasonable activities according to the business needs at that time and breathe our vision in everything that do.

You don’t need to be technical, however, have the skills to break down learning approach for the audience and medium.

This is a fantastic opportunity for someone to develop into a product owner.

Key Responsibilities include:

  • Develop unparalleled user understanding of our SaaS solutions
  • Offer client 1st and 2nd level support
  • Deliver client training as required. Using a consultative approach
  • Building website content
  • Coordinate product updates for marketing campaigns
  • Preparation and delivery of training and support resources in varying formats and platforms, including our online Knowledge Base and manuals.
  • Including a major initial project to overhaul our existing manuals and get them published online
  • Key involvement into the controlled role out of new product releases and features and the dissemination of updates to clients.
  • Support the implantation of solutions for clients.
  • Collaborating on client support as required
  • Raise bugs and monitor updates.
  • Out of hours critical support cover (on rota with team)
  • Participate in discussion with the product team around feature ideas and product improvements, reporting customer feedback and suggestions.
  • Creating client requirement documentation
  • Liaise with our development team on custom requirements.

Essential skills:

  • Excellent IT skills – including Word/Excel and PowerPoint
  • Extensive office 365 email / internet experience essential
  • Working In Digital Agency or SaaS environment
  • The ability to write comprehensive technical documentation.

Desirable skills:

  • Experience of working with ISO 9001:2015 & 27001
  • Experience with Asana
  • Experience of CRM systems
  • Experience of Support ticketing system (Fresh Desk)
  • Experience working in an agile environment

To apply for this role, please send a CV and cover letter through to hello@phew.org.uk