Job Summary:
The Product Specialist with PensionPro Software is an advanced user of our product and is experienced in the TPA industry. The Product Specialist is responsible for ensuring that the setup of purchased software meets clients’ technical and operational needs while ensuring timely completion according to the established implementation schedule. Beyond implementation, the Product Specialist supports clients through technical assistance via the Help Center as well as through proactive outreach.
Location: Hybrid in Harrisburg, PA, remote candidates may also be considered.
Responsibilities:
Implementation
- Direct the implementation process for new clients, ensuring timely progression and communication with clients through completion and transition to Active client.
- Lead calls with clients in implementation that can include welcome calls, data conversion, and training for new client teams.
- Contribute to the development of a group implementation program which alleviates the manual burden of some reproducible introductory and training calls.
- Support client in building/customizing essential projects for maximum effectiveness using PensionPro.
- Ensure implementation resources and training materials are up to date.
Product Specialization
- Perform product demonstrations to prospects and existing clients, focusing on how PensionPro can enhance workflow processes and resolve the pain points present in their current system.
- Facilitate live training sessions including bootcamps, workshops and product webinars.
- Maintain in-depth knowledge of PensionPro product lines and features.
- Build out and maintain demo instances in PensionPro.
- Assist in the creation and review of eLearning outlines and scripts to ensure the training meets desired objectives and thoroughly addresses the topic.
Customer Service & Relationship Management
- Provide troubleshooting and technical assistance to PensionPro users.
- Participate in maintaining the Help Center library by providing content for new/updated articles, release notes, and videos.
- Participate in proactive customer service outreach initiatives as directed.
- Identify upgrade, consulting, and upsell opportunities in interactions with clients.
- Utilize TPA industry knowledge as basis for writing and reviewing content for the plan sponsor quarterly newsletter.
- Identify topics for and participate in creating content for ‘PROspectives’ posts.
Skills & Experience:
- Experience working in the TPA industry preferred.
- Knowledge of PensionPro system and products.
- Experience working in a client-facing role demonstrating exceptional customer service.
- Outstanding organizational skills.
- Keen sense of personal responsibility and taking ownership.
- Ability to manage multiple responsibilities and projects simultaneously.
- Ability to work efficiently in a fast-paced, deadline driven environment.
- Exceptional verbal and written communication skills, as well as great telephone etiquette.
- Ability to work cross-departmentally to deliver products and feature enhancements to clients.