Job Description

Highlights

• Utilize your training and product demonstration expertise
• Apply your passion for new technology and quick comprehension of innovative concepts
• Opportunity to travel and shape our product through valuable customer feedback

Who is livepro?

livepro is a leading premium SaaS provider delivering industry-leading Customer Service Knowledge Management software. Our powerful yet easy-to-use solution has empowered customer service delivery across all major industries since 2001.

Our software serves as the single central source of knowledge, seamlessly connecting clients to accurate information via multiple digital channels, ensuring a consistent and exceptional customer experience every time.

Proud of our premier position in the market, we are scaling globally. We are seeking a committed professional to help shape and drive our growth and success in the U.S. market.

About The Role:

As our Implementation & Sales Enablement Manager, you will play a critical role in ensuring a smooth on-boarding process for our new clients and end users. You will be responsible for delivering technical implementations, expertly demonstrating our SaaS product to potential clients, and conducting comprehensive user training (both onsite and virtually).

We're seeking someone who thrives on educating end users, enjoys explaining technical concepts clearly and concisely, and can comfortably speak to technical features (including APIs and integrations). You will collaborate closely with the Sales Team to ensure you are fully prepared to provide a demonstration of the benefits the system will deliver to prospective clients if they choose livepro as their knowledge management solution.

Reporting directly to the Head of CX & Product (New York-based), the role offers excellent work-life balance, flexible remote working periods when you’re not traveling, and the opportunity to contribute directly to a fast-growing SaaS organization. The position is open to U.S.-based applicants, preferably residing near the East Coast.

PLEASE NOTE: Travel may vary, averaging around 2-3 days per week at busy times and minimal to no travel in quieter periods.

Key Responsibilities Include:

• Lead comprehensive, technical new client implementations both in-person and remotely (typical onboarding sessions are 2 days onsite or multiple virtual sessions).
• Provide engaging and instructional product training sessions to new and existing clients, clearly communicating technical product features, capabilities, and best practices for successful utilization.
• Deliver effective, tailored SaaS product demonstrations in collaboration with the sales team to showcase features and functionality to new prospects.
• Be the key on-boarding resource, offering dedicated technical and product expertise to address client questions, resolve implementation roadblocks, and ensure successful adoption.
• Develop and conduct ongoing training refreshers, webinars, feature demonstrations, and user workshops for clients with new team members or changing technical requirements.
• Partner closely with sales, product, and development teams as the "voice of the customer," providing critical feedback and product enhancement recommendations derived from client interactions.
• Develop deep expertise in our technical capabilities, including integrations and APIs, explaining these concepts clearly to a non-technical client audience.
• Remain actively involved in customer engagement activities (webinars, user events, and community initiatives).
• Conduct and support User Acceptance Testing (UAT), product launches, and documentation as required.
• Monitor competitor offerings and market trends, proactively suggesting product improvements to maintain livepro’s premium market position.

Requirements

Experience & Qualifications (required):

• Bachelor's degree or an equivalent combination of education and relevant experience.
• A minimum of 5 years of demonstrated experience in delivering technical training within call centers, customer service settings, or during software implementations.
• Extensive experience in presenting technical solutions, conducting product demonstrations, leading web-based training sessions, and offering software implementation support to clients.
• Strong communication skills, capable of clearly conveying technical concepts to non-technical audiences, including topics such as API integrations and SaaS solutions.

Preferred (but not mandatory):

• Experience or background in Consulting, Knowledge Management, Contact Centers, or SaaS training implementations.

Key Skills:

• Demonstrated success as a product trainer, technical on-boarding consultant, or in a similar role within a software/SaaS environment.
• Ability to effectively convert technical product functionality into clear and easily digestible training sessions.
• A strong commitment to providing exceptional client education, training experiences, and facilitating product adoption.
• Naturally inquisitive about technology and picks up concepts quickly.

Personal Strengths:

• Customer-oriented approach, with high energy and enthusiasm for empowering end users.
• Excellent interpersonal and communication abilities to engage individuals at all levels within an organization.
• A proactive, adaptable, and organized self-starter who can effectively oversee timelines, deliverables, and multiple client projects concurrently.
• A solutions-oriented attitude coupled with strong technical skills and a keen attention to detail.
• Willingness and ability to travel domestically as needed for client training and on-boarding assignments.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (20 x Vacation, 10 x Sick, Public Holidays + birthday off)
• Training & Development
• Work From Home

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