Senior Product Specialist

About the role

You will work directly with customers to define their requirements and guide them in adopting Zenoti solutions to streamline operations and increase revenue. You will drive live demos, walkthroughs, and solution reviews tailored to each client's context. You will own proof of concepts and pilots for high priority and large customers, ensuring successful adoption and implementation outcomes. You will configure Zenoti to align with specific customer business scenarios and use cases. You will identify potential risks rooted in current product capabilities and define and implement appropriate mitigation plans. You will address customer issues and concerns in a timely fashion to ensure high levels of satisfaction. This role requires you to align your working hours to overlap with customer timezones to build strong relationships and deliver exceptional service. You will continuously update your knowledge of product features, business workflows, sales processes, and market dynamics.

Key facts

What you'll do

• Translate complex business requirements into clear product configurations and system setups for diverse customer environments.
• Lead detailed discovery sessions with stakeholders to uncover needs, constraints, and success criteria for solution design.
• Design and execute proof of concepts that demonstrate Zenoti capabilities against specific customer objectives and ROI.
• Configure the Zenoti platform to support unique workflows, rules, and integrations required by target clients.
• Map and document integration points between Zenoti and third-party systems used in client landscapes.
• Analyze identified risks, define mitigation strategies, and track resolution status throughout the implementation lifecycle.
• Own customer issues by diagnosing root causes and collaborating with product and engineering teams for timely resolutions.
• Coordinate closely with internal teams such as product, engineering, and support to meet customer needs while managing expectations.
• Maintain up-to-date solution documentation, configuration standards, and operational playbooks for internal use.
• Monitor adherence to service level agreements and key performance metrics tied to implementation success.
• Represent Zenoti in customer meetings, delivering clear and compelling presentations that drive decision-making.
• Train end users and client teams on platform features, ensuring they can operate the solution effectively.
• Proactively share market feedback and product improvement ideas based on real-world deployment patterns.
• Stay current with industry trends, competitive positioning, and emerging use cases in the beauty and wellness sector.
• Collaborate with sales teams to support solution discussions and address technical questions during the sales cycle.
• Ensure all implementation activities follow organizational processes, documentation standards, and quality benchmarks.

Requirements

• Bring 6-9 years of experience in implementation and support of enterprise products within software or technology environments.
• Demonstrate strong software exposure and the ability to master product functionality while breaking down complex requirements into coherent product designs.
• Show exceptional verbal and written communication skills, particularly in requirements gathering and solution documentation.
• Prove you can manage and successfully coordinate multiple projects at the same time without compromising quality.
• Exhibit strong logical, analytical, and problem-solving capabilities when faced with ambiguous or evolving business needs.
• Display openness to travel on short notice to customer locations whenever implementation or support demands arise.
• Highlight good knowledge of web design fundamentals including HTML and JavaScript to discuss technical integrations.
• Show solid understanding of common office tools such as MS Office, as well as JIRA and Basecamp applications.
• Illustrate your ability to learn new skills quickly and operate comfortably in a fast-paced, changing environment.
• Emphasize experience in the wellness, spa, or related service industries as a distinct advantage.
• Share an eagerness to learn about the opportunities and challenges that drive revenue in the health and wellness industry.
• Confirm you can align working hours to overlap with customer timezones for timely and effective service delivery.
• Indicate experience maintaining complete documentation and following organizational processes to ensure smooth product implementations.
• Affirm commitment to adhering to SLAs and key metrics that support organizational goals and objectives.

Nice to have

• Knowledge of web design using HTML and JavaScript is listed as a preferred qualification.
• Experience in the wellness or spa industry is noted as a plus.
• Familiarity with enterprise-level product configuration and integration scenarios is considered beneficial.
• Understanding of CRM, POS, and inventory management concepts within cloud-based platforms adds value.
• Exposure to global brands and large-scale portfolio implementations is viewed as an advantage.

Practical notes

• This role may involve travel to customer sites on short notice when required.
• Successful candidates must be able to align their working hours with overlapping customer timezones.
• No specific visa sponsorship details are provided in the source material.
• The engagement type and exact hours are to be confirmed as per source information.

You must show that you meet the listed requirements and can perform the responsibilities using only the information provided in the source. The role centers on customer-facing implementation and solution design within a fast-growing cloud software company serving the beauty and wellness industry. You will contribute directly to customer success, product adoption, and revenue growth by ensuring smooth and efficient implementation of Zenoti's platform. The position demands strong technical aptitude, clear communication, and the ability to manage complex projects in a dynamic environment.