Product Specialist

CTM is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries. 

Our Purpose: To create a better human experience through technology

Our Mission: We empower businesses with the tools to transform conversations into an advantage

Our Vision: We revolutionize the ways in which people and businesses connect

What do we do?

• We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations.
• We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics. 
• We help businesses to work remotely as effectively as they do in-person through our soft-phone and contact center support tools, helping thousands of businesses to employ team members around the world.
• We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact.

Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here.

Who are we hiring (and what will they do)?

We are looking for a Product Specialist to join our team. As a successful Product Specialist, you will:

• Partner with Account Management and Professional Services to serve as a technical liaison on customer calls; offering strategic guidance and hands-on troubleshooting in real-time, when possible.  Ensure resolution of complex technical issues through to completion, when necessary
• Assess whether issues require troubleshooting or paid service, and recommend tailored configurations and best practices to maximize value from the CTM platform.
• Analyze customer setups to proactively identify technical improvements or risks to prevent future escalations 
• Translate complex technical details into clear, actionable guidance for both customers and internal teams.
• Develop and deliver technical presentations with the Commercial Teams to demonstrate product value and drive revenue growth.
• Collaborate with Account Management on quarterly reviews and strategic discussions, offering proactive recommendations.
• Partner with product and professional services teams to maximize service offerings .
• Document advanced solutions in internal playbooks to support both AMs and Technical Support.
• Train AMs on technical concepts and new features to build team fluency.
• Stay up to date on the latest industry-related technology developments and product enhancements.

What skills will help you to be effective on our team?

• An Associates Degree in a technology field or equivalent experience supporting SaaS/UCaaS platforms
• 1+ years of troubleshooting CTM software; or 3+ years of call center or account management experience troubleshooting complex SaaS/UCaas platforms
• Experience in Telecom, Digital marketing, and/or Call Tracking software is a plus
• Working knowledge of web-based technologies (i.e. Javascript, HTTP, HTML, API, etc.)
• The ability to break down complex technical product details to varied audiences
• Strong technical acumen and problem-solving skills and strong understanding of how networks and systems interact
• The ability to adeptly gain buy-in from a variety of stakeholder roles through targeted and compelling demos of our platform’s features
• Strong communication, interpersonal, customer service, and sales skills
• A high-level of accommodation and flexibility to work in a fast-paced environment of constant change
• Not afraid of deadlines and able to perform well under pressure
• Strong attention to detail
• The ability to work independently, but also be a strong team player across the organization
• Strong communication skills 
• Ability to travel onsite for customer visits, as necessary

What you get in return:

• Not to brag, but we are an awesome team of people
• A salary that is guaranteed to be at least market valueand reviewed annually to make sure it stays that way 
• We love to give our annual merit increases to team members who are meeting our expectations
• When we win, you win - we pay quarterly bonuses up to 15% of that quarter’s salary when we reach our revenue goals
• We offer a hybrid in-office work schedule based upon the employee’s position and performance 
• Generous Paid-Time-Off policy that allows employees to accrue up to 30 days per year, depending upon tenure
• 8 paid holidays, plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday or their choice
• 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at their favorite charities or support their causes
• 401k Plan with per-pay employer matching up to 5%, that you are immediately vested in
• Free basic medical, dental, and prescription coverage for employees and generous coverage for your family; plus both HSA and FSA pre-tax account options, which can be used to pay for health related expenses 
• Up to 4 weeks of paid parental leave
• Free basic life insurance and AD&D coverage equal to your annual salary 
• Free short term disability coverage at 100% of salary after being employed for 6+ months
• Free access to a wide range of health and well-being information and services such as telephonic counseling, legal advice, and will preparation  

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action