Product Expert (WildApricot)

PersonifyCorp; United States; Remote; USD 28,000 - 34,000; Full time

Job summary

A leading software company is seeking a Product Expert to serve as a primary contact for clients, driving engagement and providing exceptional customer service. This remote-first role involves understanding client needs, training them on the WildApricot platform, and collaborating with development teams on product improvements. Ideal candidates will possess strong technical skills and outstanding communication abilities, making this an excellent opportunity for those passionate about customer support in a dynamic environment.

Benefits

Unlimited pre-approved PTO

Company-wide Wellness Days

Paid Volunteer Days

Comprehensive benefits package

Qualifications

• Strong technical skills with MS Office.
• Experience with HTML and CSS.
• Excellent communication skills (both verbal and written).

Responsibilities

• Engage with clients to address their challenges and requests.
• Train clients on product usage.
• Work with the Product Development team to address bugs.

Skills

Customer Service

Technical Skills

Communication Skills

HTML

CSS

SQL

Education

Relevant Work Experience

Tools

MS Word

PowerPoint

Excel

MS Outlook

Job description

As Product Expert, you serve as the first point of contact for client requests on the Personify Wild Apricot product team. With care, technological curiosity, and excellent customer service, you engage with clients to understand and address their challenges, requests, and ideas. An advocate for both clients and the product, you work closely with the Personify Wild Apricot Consulting team, as well as the Product and Development teams.

Overview

Embrace a rewarding remote-first career within an inclusive environment, offering an engaging and meaningful employee experience. At Personify, our vision is to be a lifelong technology partner that supports associations, nonprofits and event professionals at every step of their journey.

The Personify technology platform includes:

• Association Management Software (ThreeSixty, MemberClicks, and WildApricot)
• Event Management Software (A2Z Events and Registration Tech)
• Member Engagement Software (CommUnity, Classroom, Job Board and MemberApp)

Offices

We have four offices located in Austin, Atlanta, Washington-Baltimore, and Toronto, accessible to all employees. As a remote-first company supported by over 300 talented individuals, we believe our work can be done wherever our people choose to live in the U.S. and Canada allowing us to make a greater impact.

Your Impact

As a Product Expert at Personify, you will play a crucial role in driving our WildApricot business forward. WildApricot is a membership management software that helps organizations automate tasks like member databases, event registrations, payments, and communications. It’s ideal for associations, nonprofits, and clubs, streamlining administrative work to improve efficiency.

Here’s how you will make a significant impact:

• Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
• Learn the inner workings of an Enterprise SaaS platform
• Triage potential platform issues
• Train clients on how to best use a highly configurable platform
• Provide reporting to clients on the status of support cases
• Work with the Product Development team to address bugs and advance the product

What You Bring

We are looking for the best of the best product support professionals who have demonstrated success in customer service and technical support and possess the skills to excel in our dynamic environment.

• Relevant work experience preferred
• Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook
• Experience with HTML and CSS
• Familiarity with SQL desired
• Excellent communication skills (both verbal and written)
• Ability to work well in a team environment and collaborate with all levels of staff
• Capability to manage up and escalate as needed depending on the situation
• Experience working at or with trade associations or professional societies is a plus
• Aptitude to multi-task and prioritize while staying organized and managing time effectively
• Capacity to handle difficult situations effectively in a fast-paced environment
• Ability to understand technical jargon and communicate it to clients who have limited technical knowledge
• Capability to think and act independently and apply critical thinking
• Excellent interpersonal skills, with a positive, friendly, and helpful demeanor

Join the PersoniFam: A Career with Purpose

At Personify, our people are our greatest asset, and we're dedicated to fostering their growth and success. We offer competitive salaries, comprehensive benefits, and a culture that prioritizes work-life balance through our remote-first environment. Our commitment to support and empower our team members is unwavering, as we continually enhance our company culture.

• Engaging Remote-First Culture: Experience a dynamic company culture that embraces remote-first principles, offering opportunities for team offsites, gatherings at any of our four offices, and a variety of virtual events for both enjoyment and professional development. Our dedicated Culture Team ensures a vibrant mix of virtual and in-person activities to enhance team cohesion and opportunities to lean into our value of Service.
• Inclusive Employee Communities: Connect with our diverse Employee Resource Groups, including People of Color, Women's Network, and the supportive PersoniMoms community, promoting inclusivity and building strong bonds across our organization.
• Collaborative and Knowledge-Sharing Environment: Leverage our collaborative culture through company-wide Slack channels, fostering creativity, celebrating diversity, and sharing insights. Access ample resources for knowledge sharing via Confluence and our internal tools, enhancing teamwork and innovation.
• Comprehensive Career Development: Engage in our robust career development initiatives, including access to workshops led by career development and leadership professionals, transparent insights into career progression, internal training sessions, expert-led product demos, and ample resources for personalized development plans. Grow professionally with tailored programs designed to support your journey at Personify.
• Health & Wellness Initiatives: Recharge when you need with unlimited pre-approved PTO and 14 company holidays. Plus, benefit from company-wide Wellness Days and paid Volunteer Days, promoting both personal well-being and community impact. We provide a comprehensive [MA1] [CF2] [MA3] benefits package that protects our employees’ health and financial security – now and in the future.

At Personify, we're dedicated to diversity and inclusion. We hire across the U.S., Canada, and Portugal to expand our talented team. Our proactive diversity recruitment strategy enhances representation at every company level.

We celebrate diverse backgrounds and perspectives, enriching our culture, operations, products, and relationships. We pride ourselves on supporting a diverse workforce and promoting a culture of action, accessibility, and support through employee resource groups and inclusive initiatives.

Join us to foster a workplace where diversity is recognized, celebrated, and embraced.

Apply now!

Recognized by BuiltIn Austin in its Best Places to Work Awards for three years in a row in 2019, 2020, and 2021, we spend our days creating a culture where people are comfortable being themselves, feel supported and heard, enjoy each other's company and have an opportunity to shine.

Personify is an equal-opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics. Accommodation is available on request for candidates taking part in all aspects of the selection process.

Employment offers are contingent on the candidate successfully completing a background investigation in compliance with federal, state/province, and local laws.

Job descriptions serve as an outline only. Due to business needs, you may be required to perform job duties that are not within your written job description. Furthermore, Personify may have to revise, add to, or delete from your job duties per business needs. On occasion, we may need to revise job descriptions with or without advance notice to employees.

At Personify pay ranges are subject to change and assigned to a job based on country market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

The pay range for this role is:

40,000 - 47,000 CAD per year (Remote (Canada))