Product Specialist

at  Clickatell

WE ARE SETTING THE PACE

Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need champions who understand the bigger picture, believe in making a difference, and are able to connect the dots to achieve success. In our agile and demanding environment, you will be required to collaborate, ask the right questions, and take the smart risk.
We call ourselves Champions. Why Champions? Because it’s not only about what we have done, but what we are doing and going to do. The way we do things matter and influences how we drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.

PURPOSE

We are seeking a professional Product Specialist to join our expanding Product Documentation & Training team. The successful applicant will be responsible for sharing the inner workings and benefits of Clickatell’s products with internal and external stakeholders, ensuring optimal utilization of these products. The Product Specialist will have a thorough technical understanding of Clickatell’s products and work cross-functionally to train, educate, and support all relevant stakeholders throughout the product lifecycle. This is a great opportunity to join a winning team to participate in the delivery, management, and growth of the Clickatell products worldwide. The Product Specialist reports to the Director: Product Marketing.

RESPONSIBILITIES OF THE ROLE

o Product Expertise and Support:
o Develop comprehensive knowledge of Clickatell’s products, becoming the in-house expert.
o Assist various business units in understanding product features and capabilities.
o Provide technical support and resolve complex product-related queries.
o Gather and analyse customer feedback to understand their needs and preferences.
o Offer recommendations to Product Managers for potential product enhancements based on market insights and user feedback.
o Training and Development:
o Design and implement training programs for diverse stakeholders (internal teams, customers, partners).
o Create, edit, and maintain high-quality product training materials for internal and external audiences.
o Conduct engaging training sessions to equip the audience with the knowledge and skills they require.
o Collaborate with HR and other specialists to establish and maintain the Clickatell Training Academy, including curriculum development.
o Sales Enablement:
o Develop tools and resources for the Sales team, including presentations, product demos, and competitive analyses.
o Ensure the Sales team can effectively communicate product benefits and features to potential clients.
o Documentation and Content Creation:
o Work with technical writers to review and contribute to product documentation, ensuring accuracy and relevance.
o Develop innovative user content, including demo scripts, how-to video clips, and online help resources.

REQUIREMENTS OF THE ROLE

o Education and Experience:
o University degree or diploma in Computer Science, Engineering, Information Systems, or related field (preferred).
o 3 + years of relevant work experience, preferably in technology companies.
o 2 + years collaborating with Product Management and Software Development teams.
o Experience as a Business/Systems/Technical Analyst or Technical Trainer.
o Familiarity with agile methodology methods (preferred).
o Technical Skills:
o Strong technical aptitude with the ability to quickly grasp and explain complex concepts.
o Understanding of databases, networking, and complex distributed applications (SaaS, web technologies, middleware) (preferred).
o Knowledge of multi-tier application architecture and connected technology (preferred).
o Familiarity with core networking concepts (routing, protocols, subnets, DNS) (preferred).
o Professional Skills:
o Excellent written and verbal communication skills.
o Strong project management and organizational abilities.
o Analytical mindset with data interpretation and decision-making skills.
o Experience facilitating workshops and training sessions for diverse (technical and nontechnical) stakeholders.
o Ability to work collaboratively in a cross-functional team environment.
o Creative problem-solving and logical thinking skills.
o Exceptional attention to detail.
o Self-motivated with the ability to manage priorities in a fast-paced environment.
o Knowledge Areas:
o Familiarity with technical product development lifecycles.
o Basic understanding of user experience (UX) principles.