Product Specialist

We are looking for an enthusiastic, motivated and driven Product Specialist to join our operations team. Responsibilities include being the go-to technical lead on all products offered and supported by the company (both internally and externally), analysing trends, creating product related content for marketing activities, performing product demonstrations to staff and customers, gathering feedback, and offering recommendations to the operations and engineering teams. You will also be tasked with facilitating training sessions, as well as assisting with the whole product lifecycle and customer experience at Grapevine.

To be successful as Grapevine’s Product Specialist, you must have a passion for the products we work with and keep expanding your product knowledge. You will be responsible for the identification, development and management of our products to support our existing and new business models. You should have a keen eye for spotting market trends, inspire staff and clients, and have the ability to work both independently and within a team. As Product Specialist, you will be responsible for the execution of the product portfolio process while collaborating with our operations and engineering teams and ensuring customer satisfaction.

This unique role will allow you to take real responsibility for the product portfolio, helping to deliver huge business value whilst bolstering your skillset and experience moving forwards. Reporting directly to the senior management team, there is potential to develop a team around you as the business grows.

**Product Specialist Duties and Responsibilities.**

As the Product Specialist, you will ultimately be responsible for supporting our portfolio of 3CX and Peplink products end to end, from vendor intelligence, solution, sales enablement, pricing, and be fully responsible for the success of the solutions. You will keep abreast of industry changes, maintain a knowledge base with relevant stakeholders, and interact with customers for complex product support. You will also support new business activity to facilitate new wins (presentation, visits, calls, solution design, quotes or tender information) and support renewal activity to facilitate customer retention or cross-sell opportunities.
- Answering all product-related questions in a polite manner and addressing queries promptly.
- Collaborating and strategising with the business leadership and engineering teams.
- Planning and assisting with communication of new product updates, releases and events.
- Creating product-based content and performing product demonstrations for customers, staff, and other stakeholders.
- Ensuring all in-house technical systems (including server infrastructure, VoIP system and connectivity) are up-to-date, secure, and feature-rich - we lead by example.
- Building and maintaining customer relationships
- Resolving escalated customer issues
- Scheduling training sessions and attending meetings as required, both internal and external.
- Improving the internal knowledgebase development of existing products and implementing solutions to increase staff knowledge and productivity.
- Attending workshops and refresher courses in technical, sales and marketing for the products that Grapevine delivers
- Analysing industry trends and identifying new market opportunities and relaying this information to the Management Team and other relevant stakeholders.

**Product Specialist Personal Requirements**:
Extensive experience in telecommunications, technical sales, or customer service is required. Ideally you will possess a minimum of 5 years experience of working in the telecoms industry and have a good understanding of telecoms products and network infrastructure, including 3CX, Peplink, and Gamma. You will also have the ability to innovate and deliver solutions tailored to your customers' needs.
- Strong customer service skills
- Highly developed attention to detail
- Strong problem-solving skills
- Strong organisational skills
- Ability to memorise details such as product specifications, technical infrastructure requirements and pricing.
- Articulate and be able to create and perform demonstrations that engage and inspire.
- Deadline-driven, and willing to work after hours if required.
- Superb verbal and written communication skills, as well as great telephone etiquette.
- A willingness to inspire staff and clients, and the ability to work both independently and within a team.
- Good commercial knowledge, management of budgets, and general business financial skills.
- A strong growth mindset.
- Full clean driving licence

**Location**

Initially 2 days a week in our Exeter office, then self-managed, dependant on customer site visits & workload.

**Salary & Benefits**
- £38-45 FTE, DOE
- Hybrid working
- Sponsorship to attain vendor qualifications.
- 20 days paid annual leave (FTE) plus bank holidays.
- Company Pension
- Private Medical Insurance

**Salary**: £38,000.00-£45,000.00 per year

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