Product Specialist



Chennai, Tamil Nadu, India
Posted on Wednesday, February 7, 2024

Rocketlane is a startup founded in April 2020 by Srikrishnan, Vignesh, and Deepak. Before Rocketlane, they had experience running a successful startup named Konotor, which was acquired by Freshworks in 2015. Rocketlane has several paying customers and was launched to the public in June 2021. The company is VC-funded and backed by Matrix Partners and Nexus venture partners. Rocketlane was #1 Product of the day when it launched on Product Hunt in June 2021.

Rocketlane enables businesses to onboard their customers better, faster, and smoother, through a new collaborative experience. It is also a platform for Professional Services Businesses.

As a Sales Enablement Manager at Rocketlane, you will empower our sales team to succeed in their roles.

You will be responsible for defining and executing an enablement strategy that equips our sellers with the knowledge, skills, and collateral needed to effectively position Rocketlane and win over prospects.

Grasping the mindset of sellers and developing empathy towards buyers will be essential in enhancing win rates and accelerating the sales cycle.

In this role, you will work closely with the sales leadership, product marketing team, and product managers to devise effective sales plays and enablement plans.

What’s the opportunity?

Product Support is the first line of contact for customers experiencing issues with adoption, integration configuration, operation, and management of Rocketlane solutions. They are, in many ways, the post-sale “face of Rocketlane” and are passionate problem-solvers.

The ability to visualise problems, strong analytical and troubleshooting skills are key to being successful in this role. You will be responsible for the diagnosis and analysis of customer issues, ensuring the best customer experience. You’ll be expected to bring first-level detailed diagnosis from Support into Product/Engineering.

What will I be doing?

Receive and triage incoming cases (email, phone, and web)

Provide product support to clients related to technical and operational aspects of the product, including troubleshooting, educating on product features, and providing related product integrations (eg. Salesforce, Jira etc.)

Collaborate and communicate/escalate issues with other Product Support team members
Deliver a consistent, responsive, and satisfying customer experience at each touchpoint.

Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction

Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process

What skills and experience do I need?

A degree in a technology-related program or equivalent experience in a Product Support role

Strong verbal and written communications skills

Tech-savvy individual with customer-first mentality and enthusiasm to build customer loyalty

Excellent organisational skills, diligent working style and an eye for detail

Excellent customer service and interpersonal skills

What’s in it for me?

Great opportunity: Rocketlane genuinely cares about everyone we hire. You’ll learn new things and grow no matter how experienced you are; you will be working with founders who have more than three decades of collective experience in building significant B2B SaaS startups.

Great team: Work with a world-class, high-velocity team that truly embodies the values of empathy, curiosity, and customer-centricity. Check out the MTT(Meet The Team) videos on our LinkedIn.

Great culture: An open, fun, and exciting startup culture that empowers its people to champion big problems with the freedom to think and innovate.

Growth: If you want to sit on a rocketship for career growth, here’s your chance.

Impact: You get to be part of a global, passionate team in a fast-paced and growth-oriented environment. The team has a work philosophy of being high on ambition, ownership, and a bias for action.

Monetary rewards and benefits: Competitive salary, flexible leave policy, and more!

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