Job Description

Reporting to the Customer Success Lead, the Product Specialist will be responsible for managing customer success through customer relationships, training and support, and the continuous evolution of our onboarding process.

At Andgo, we value our relationships with our customers; this candidate is passionate about building relationships and continually working with customers to learn their ongoing challenges and successes, which in turn allows us to develop meaningful products. This will require working closely with our customers and a thorough understanding of the Andgo system’s operation, how it fits within a customer’s IT landscape, and their day-to-day business operations.

The Product Specialist will support customers through the onboarding process, from design & discovery, implementation and training, and product launch, and support. This role requires keen problem-solving skills and a technical understanding of the Andgo system. A growth mindset is key; this person continuously looks for improvements in how we do things.

This role is responsible for providing a positive and valuable onboarding experience for customers as they begin to integrate the Andgo system into a company’s procedures and technical systems. The ability to explain the Andgo platform in plain language to multiple stakeholder types through training, support, and workshops will be necessary to fully engage and successfully deliver our product. Many of our customers are large Health Care organizations that require multiple components when launching our platform: privacy, security, data integration and validation, workflow optimization, change management, training, and communication.

The successful candidate has experience working with IT in large organizations, engaging with various customers through training and support, and developing long term relationships with a common goal. That candidate will be able to assess a customer’s ability to integrate Andgo into their organization and customize a project plan based on each organization’s unique situation. An exceptional candidate is one who is passionate about helping customers by listening and providing value, all while improving our current processes and materials to better assist our customers. There is significant room to grow in this position.

Key Responsibilities

• Manage onboarding training, materials, and support. The “go-to expert” for how the product functions inside a large organization.
• Build and maintain a community with our customers with frequent and meaningful communication.
• Coordinate additional resources for the successful onboarding and support of customers.
• Assist with the execution of customer onboarding plans, including design & discovery, implementation and training, product launch, and support.
• Work closely with internal teams to report on customer needs, user trends, and resolving customer inquiries using technical and non-technical methods.
• Develop onboarding documentation, define specifications for new training and testing tools, expand data management.
• Manage support of existing customers, including troubleshooting issues, communicating releases and sharing system information.
• Explore additional metrics, tools, and data to assist with the customer success team goals.
• Assisting customers with data requests, including ad hoc queries and reports.
• Staying connected with the development of internal feature development. Contribute to the product roadmap with customer feedback, repeat issues and successes, new requests, and so on.
• On-call responsibilities as required.  One week per month or less, on average.

Skill & Experience

• Bachelor’s degree (or relevant experience) in Computer Science, Business, Project Management, or related field.
• Project management experience.
• Ability to develop and execute training in various formats.
• Exceptional communication, writing, and time management skills. Ability to prioritize and multi-task work.
• A solid technical understanding of the modern IT landscape
• Ability to troubleshoot problems that arise.
• Ability to work closely with a team of smart and creative developers.
• Ability to measure and communicate progress to leadership.
• Experience with enterprise-scale applications.

Bonus Points

• Hands-on experience with SQL (Postgres, MySQL) and data processing tools.
• Experience with customer support systems and processes.
• Experience with user-facing documentation.
• Experience gathering metrics and preparing case studies for projects.

Work with us!

• Remote-friendly (Canada/US)
• Health & dental benefits.
• Professional development budget.
• Annual Vacation (4 weeks).
• Flexible Hours.
• 10% Time: work-related side projects of your choosing.
• Great team members.
• Opportunity to make an impact on Canadian health care.

**If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.**

About Us

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

We believe that we, as a team, work best when we work closely together, and when ideas can be exchanged in an open and honest manner. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.

Andgo Culture

The culture at Andgo Systems is by D.E.S.I.G.N.

• Does the right thing. You solve the right problems at the right time, in the right way.
• Exhibits a growth mindset. You won’t hear the words ‘because we’ve always done it this way’ at Andgo. We’re a growing company filled with growing individuals. You are always looking for new solutions, open to change, and seeking knowledge.
• Shows Authentic Self. You contribute positively to Andgo’s culture. You support authenticity and fun in your workplace and community.
• Intelligence. Our team is built up of smart people who do good work. You create and elevate thoughtful, well-defined solutions when proposing ideas.
• Good people, helps first. You have a service-first mentality, whether it’s helping a co-worker or a customer, you add value to every interaction. You have answers before our customers have questions.
• No ego. You thrive in an environment with open and honest communications. No ego means you understand feedback is an important process of improvement and are willing to change your view when presented with new, different, or additional information.

These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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