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 clients 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. Qualifications

• Bachelors 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.