Product Implementation Specialist

The Product Implementation Specialist acts as the primary point of contact between clients and the KM Solution team guiding organizations through a smooth onboarding experience. The role combines business consulting light technical aptitude and a good understanding of AI-driven tools to help clients get maximum value from the platform.

KEY RESPONSIBILITIES

• Meet with clients to collect requirements and understand current knowledge management challenges.
• Define problem statements and measurable goals aligned to the clients business outcomes.
• Configure and customize the KM Solution to meet individual client needs and workflows.
• Communicate with clients throughout the implementation process to obtain feedback and approvals.
• Educate clients on platform usage features and best practices through training sessions.
• Create client-specific implementation documents detailing all configurations and customizations made.
• Coordinate with the internal team to track key deliverables and project milestones.
• Provide time and cost estimates for additional customization requests.
• Deliver on-floor and remote hypercare support post go-live.
• Address application queries and facilitate discussions on new features or enhancements.

SKILLS & COMPETENCIES

AI & Technology Awareness

• Basic understanding of AI concepts NLP smart search chatbots and AI-assisted content recommendations as they apply to KM platforms.
• Ability to explain AI-powered features to non-technical stakeholders in simple business-relevant terms.
• Awareness of how AI integrations with third-party tools (CRMs ticketing ITSM) work in practice.

Software Development Awareness

• Minimum working knowledge of how software applications are built deployed and configured (no coding required).
• Familiarity with APIs webhooks and integration concepts at a conceptual level.
• Ability to read and interpret basic technical documentation configuration guides or system logs to coordinate with dev teams.
• Understanding of SDLC stages to communicate effectively with product and engineering during escalations.

Core Competencies

• Strong verbal and written communication skills able to engage both business and technical stakeholders.
• Proficiency in Microsoft Office Suite (Word Excel PowerPoint).
• Organized detail-oriented and capable of managing multiple client engagements simultaneously.
• Problem-solving mindset with a consultative approach to client challenges.

Qualifications :

• Bachelors degree in Computer Science IT Business or a related field or equivalent experience.
• 25 years of experience in software implementation business analysis or client-facing technical roles.
• Prior exposure to knowledge management customer support or ITSM environments is a plus.

CERTIFICATIONS (ADDED ADVANTAGE)

• Any AI/ML Fundamentals certification (Google Microsoft Azure AI AWS etc.).
• Project Management certification (PMP CAPM or Prince2).
• Certifications in platforms such as Salesforce ServiceNow or Zendesk.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time