Product Specialist

CTM is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.

Our

Purpose:

To create a better human experience through technology

Our Mission:
We empower businesses with the tools to transform conversations into an advantage

Our Vision:
We revolutionize the ways in which people and businesses connect

• We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations.
• We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics.
• We help businesses to work remotely as effectively as they do in-person through our soft‑phone and contact center support tools, helping thousands of businesses to employ team members around the world.
• We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact.

Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture.

We are looking for a Product Specialist to join our team. As a successful Product Specialist, you will:

• Partner with Account Management and Professional Services to serve as a technical liaison on customer calls; offering strategic guidance and hands‑on troubleshooting in real‑time, when possible; ensuring resolution of complex technical issues through to completion, when necessary.
• Assess whether issues require troubleshooting or paid service, and recommend tailored configurations and best practices to maximize value from the CTM platform.
• Analyze customer setups to proactively identify technical improvements or risks to prevent future escalations.
• Translate complex technical details into clear, actionable guidance for both customers and internal teams.
• Develop and deliver technical presentations with the Commercial Teams to demonstrate product value and drive revenue growth.
• Collaborate with Account Management on quarterly reviews and strategic discussions, offering proactive recommendations.
• Partner with product and professional services teams to maximize service offerings.
• Document advanced solutions in internal playbooks to support both AMs and Technical Support.
• Train AMs on technical concepts and new features to build team fluency.
• Stay up to date on the latest industry‑related technology developments and product enhancements.

• An Associate’s Degree in a technology field or equivalent experience supporting SaaS/UCaaS platforms.
• 1+ years of troubleshooting CTM software, or 3+ years of call center or account management experience troubleshooting complex SaaS/UCaaS platforms.
• Experience in Telecom, Digital marketing, and/or Call Tracking software is a plus.
• Working knowledge of web‑based technologies (e.g. Java script, HTTP, HTML, API, etc.).
• The ability to break down complex technical product details to varied audiences.
• Strong technical acumen and problem‑solving skills and strong understanding of how networks and systems interact.
• The ability to adeptly gain buy‑in from a variety of stakeholder roles through targeted and compelling demos of our platform’s features.
• Strong communication, interpersonal, customer service, and sales skills.
• A high level of accommodation and flexibility to work in a fast‑paced environment of constant change.
• Not afraid of deadlines and able to perform well under pressure.
• Strong attention to detail.
• The ability to work independently, but also be a strong team player across the organization.
• Strong communication skills.
• Ability to travel onsite for customer visits, as necessary.

• An awesome team of people.
• A salary that is guaranteed to be at least market value and reviewed annually to make…