Senior Product Specialist (Implementation)

About the role

Join our Adoption team to bridge the gap between customer business needs and our cloud-based software capabilities. You will manage the implementation of feature enhancements, ensuring clients effectively our platform to grow their operations in the beauty and wellness sector. In this capacity, you will act as the primary liaison between our product engineering teams and our global client base, ensuring that strategic product updates are successfully integrated into daily business operations. You will be responsible for driving the adoption and proficiency of our comprehensive suite, translating complex functionalities into tangible business outcomes. This role requires a proactive mindset to navigate the dynamic landscape of SaaS delivery and client expectations. You will partner closely with sales, product, and support organizations to create a seamless journey from onboarding to expansion. Ultimately, your work will directly influence the success and retention of our client portfolio by ensuring the software delivers on its promised value.

Key facts

What you'll do

• Manage the end-to-end implementation of new feature add-ons and system enhancements for existing clients, overseeing configuration and validation.
• Translate unique business requirements into functional software configurations that drive revenue and efficiency, acting as a technical consultant.
• Lead product demonstrations, training sessions, and solution walkthroughs for customer stakeholders to ensure clarity and buy-in.
• Execute pilot programs and proofs of concept for complex, high-priority accounts to validate solutions before full rollout.
• Identify potential project risks and resolve client concerns proactively to maintain high satisfaction levels and project momentum.
• Document all implementation processes and maintain deep expertise in our evolving product suite to ensure consistency and knowledge retention.
• Collaborate across internal departments to ensure project compliance and alignment with corporate standards and timelines.
• Orchestrate the configuration and testing of new modules to guarantee they perform seamlessly within the existing ecosystem.
• Serve as the escalation point for complex technical issues, working with engineering to resolve them efficiently.
• Analyze usage data to identify feature adoption gaps and recommend optimizations to improve client outcomes.
• Develop and maintain strong relationships with key client contacts to understand evolving needs and uncover new opportunities.
• Coordinate cross-functional workflows to ensure that implementation timelines are met without compromising quality.
• Adapt implementation methodologies to suit different organizational structures and operational models within the market.
• Provide post-implementation support to ensure stability and address any initial friction points that arise.

Requirements

• Professional background in the implementation and support of enterprise SaaS products, with a focus on successful deployment.
• Ability to master complex software functionality and map it to specific business workflows, ensuring solutions are practical and effective.
• Experience in business consulting or a similar external, client-facing role that requires high levels of professionalism and adaptability.
• Proven track record of implementing cloud-based applications, demonstrating a history of meeting deadlines and satisfying stakeholders.
• Capability to explain technical solutions to non-technical stakeholders in clear business terms, avoiding jargon and focusing on value.
• Experience facilitating discovery workshops and technical discussions to gather requirements and define scope accurately.
• Ability to manage multiple projects simultaneously while working with remote, cross-timezone teams, maintaining organization and clarity.
• Strong verbal and written communication skills for documentation and presentation purposes, ensuring all materials are precise and professional.
• Analytical problem-solving skills and the ability to adapt to a fast-paced environment, navigating ambiguity with ease.
• Understanding of the software development lifecycle and how implementation fits within that framework.
• Willingness to travel occasionally for client meetings, workshops, and on-site assessments as required by project scope.
• Commitment to adhering to company policies, security protocols, and data privacy regulations during all client interactions.
• Availability to work within the standard business hours defined for the Hyderabad location, ensuring alignment with team schedules.

Nice to have

• Knowledge of inventory management, accounting principles, and business process optimization to provide deeper insights during configuration.
• Prior experience working within the spa or wellness industry, bringing domain-specific insights to client conversations.

Skills & tools

• Enterprise SaaS implementation
• Cloud solution configuration
• Business requirements analysis
• Customer training and presentation
• Project management
• Technical documentation

Practical notes

Zenoti is an equal opportunity employer and does not discriminate based on race, religion, age, sex, national origin, disability, veteran status, sexual orientation, or gender identity.