Senior Product Specialist; SaaS onboarding and implementation

Senior Product Specialist (SaaS onboarding and implementation)

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our platform allows users to seamlessly manage every aspect of the business including online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems, reduce costs, and improve customer retention and spending. Our platform is engineered for reliability and scale and harnesses enterprise-level technology for businesses of all sizes.

Zenoti powers more than 30,000 salons, spas, medspas, and fitness studios in over 50 countries, including global brands such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, Core Power Yoga, and TONI&GUY.

Recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by Geek Wire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™, and earning Great Place to Work Certified for .

As a member of the Adoption organization, the Product Specialist will analyze business requirements and translate them to Zenoti product features for adoption by existing customers. You will use functional skills, in-depth product knowledge, and understanding of customer needs to identify pain points and provide solutions by configuring product features and functionality within the Zenoti application. You will train customers on our platform and help them achieve business goals with increased adoption of our solutions.

• Partner with customers to lead implementations for feature add-ons and enhancements to their Zenoti solution.
• Understand customers’ business requirements, define scope, plan, and implement enhancements and adoption of Zenoti software features to streamline operations and increase revenue.
• Independently handle customer adoption procedures while delivering excellent customer service.
• Lead demos, training, walk-throughs, and solution reviews through excellent customer presentations.
• Drive proofs of concept and pilots for high-priority and complex customers.
• Proactively identify and mitigate risks, unknowns, and issues to the implementation plan, and address customer issues and concerns in a timely manner.
• Stay up-to-date on Zenoti product knowledge, business workflow, and market positioning.
• Maintain thorough documentation and follow organizational processes to ensure successful implementation of Zenoti software features and products.
• Communicate across groups and articulate needs for compliance and risk management.

• 10 years of experience in implementation and support of Enterprise SaaS products.
• Strong software background and ability to master product functionality, boil down complex requirements into coherent and viable product design and configure solutions.
• Strong business consulting experience or equivalent in an external customer-facing role.
• Proven fast learner of enterprise applications, experience implementing cloud solutions.
• Ability to communicate in business terms with non-technical customer stakeholders and translate requirements into business solutions.
• Experience driving technical discussions, discovery workshops with customers, mapping business requirements to product functionality for maximum customer impact and understanding.
• Strong verbal and written communication skills, especially in requirements and solution documentation.
• Ability to manage multiple projects and work across remote teams across time zones.
• Strong ability to demo, train, and deliver excellent customer presentations.
• Strong logical, analytical, and problem-solving skills.
• Ability to learn new skills and operate in fast‑paced and changing environment.
• Good to have knowledge of accounting principles, inventory management, and business processes optimization.
• Experience in the wellness/spa industry is a plus.
• Eagerness to learn about opportunities and challenges driving revenue in the health…