Product Implementation Specialist

The Product Implementation Specialist acts as the primary point of contact between clients and the KM Solution team, guiding organizations through a smooth onboarding experience. The role combines business consulting, light technical aptitude, and a good understanding of AI-driven tools to help clients get maximum value from the platform. KEY RESPONSIBILITIES • Meet with clients to collect requirements and understand current knowledge management challenges. • Define problem statements and measurable goals aligned to the client's business outcomes. • Configure and customize the KM Solution to meet individual client needs and workflows. • Communicate with clients throughout the implementation process to obtain feedback and approvals. • Educate clients on platform usage, features, and best practices through training sessions. • Create client-specific implementation documents detailing all configurations and customizations made. • Coordinate with the internal team to track key deliverables and project milestones. • Provide time and cost estimates for additional customization requests. • Deliver on-floor and remote hypercare support post go-live. • Address application queries and facilitate discussions on new features or enhancements. SKILLS & COMPETENCIES AI & Technology Awareness • Basic understanding of AI concepts — NLP, smart search, chatbots, and AI-assisted content recommendations — as they apply to KM platforms. • Ability to explain AI-powered features to non-technical stakeholders in simple, business-relevant terms. • Awareness of how AI integrations with third-party tools (CRMs, ticketing, ITSM) work in practice. Software Development Awareness • Minimum working knowledge of how software applications are built, deployed, and configured (no coding required). • Familiarity with APIs, webhooks, and integration concepts at a conceptual level. • Ability to read and interpret basic technical documentation, configuration guides, or system logs to coordinate with dev teams. • Understanding of SDLC stages to communicate effectively with product and engineering during escalations. Core Competencies • Strong verbal and written communication skills — able to engage both business and technical stakeholders. • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). • Organized, detail-oriented, and capable of managing multiple client engagements simultaneously. • Problem-solving mindset with a consultative approach to client challenges. • Bachelor's degree in Computer Science, IT, Business, or a related field — or equivalent experience. • 2–5 years of experience in software implementation, business analysis, or client-facing technical roles. • Prior exposure to knowledge management, customer support, or ITSM environments is a plus. CERTIFICATIONS (ADDED ADVANTAGE) • Any AI/ML Fundamentals certification (Google, Microsoft Azure AI, AWS, etc.). • Project Management certification (PMP, CAPM, or Prince2). • Certifications in platforms such as Salesforce, ServiceNow, or Zendesk. All your information will be kept confidential according to EEO guidelines.