Automation Product Specialist at Descasio - Nigeria

About the job

• We're looking for a dynamic and customer-focused Automation Product Specialist to join our growing team. In this role, you'll be the go-to expert for our no-code workflow automation product, Plug. You'll work directly with clients to implement Plug, identify opportunities to optimise their workflows, train their teams, and provide ongoing technical support. You'll also be a crucial link between our clients and our Product Engineering team, ensuring their feedback shapes the future of Plug.

What You'll Do:

• Client Implementation & Onboarding: Guide new clients through the setup and implementation of Plug, ensuring a smooth and successful onboarding experience.
• Process Optimization Consulting: Collaborate with clients to understand their existing business processes, identify bottlenecks, and proactively recommend automation solutions using Plug to improve efficiency and productivity.
• Training & Enablement: Develop and deliver engaging training sessions and materials to empower clients to confidently build, manage, and scale their own automations using Plug.
• Relationship Management: Build and maintain strong, long-lasting relationships with clients, acting as their trusted advisor for all things Plug.
• Technical Support & Troubleshooting: Provide timely and effective technical support to clients experiencing issues with Plug, diagnosing problems, and guiding them to solutions.
• Liaison with Product & Engineering: Act as the voice of the customer internally. Clearly communicate client feedback, bug reports, and feature requests to the Product and Engineering teams to drive product improvements.
• Knowledge Base & Documentation: Contribute to the creation and maintenance of support documentation, tutorials, and best practice guides for Plug.
• Stay Updated: Keep abreast of new Plug features, industry best practices in automation, and competitor offerings.

What You'll Bring:

• Experience: Proven experience in a client-facing technical role, such as Automation Specialist, Technical Support Specialist, Implementation Specialist, or Solutions Consultant, preferably with a SaaS product.
• Technical Aptitude: Strong technical troubleshooting skills and the ability to quickly learn and master new software. While no coding is required for Plug, a logical mindset and understanding of process flows are essential.
• Problem-Solving Skills: Excellent analytical and problem-solving abilities with a knack for understanding complex client needs and translating them into effective automation solutions.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences
• Customer Focus: A genuine passion for helping clients succeed and a patient, empathetic approach to support.
• Proactive and Organised: Ability to manage multiple client engagements simultaneously, prioritise tasks effectively, and work independently.
• Team Player: Collaborative mindset with the ability to work effectively with internal teams, especially Product and Engineering.

Nice to Have:

• Experience with no-code/low-code automation platforms or workflow automation tools.
• Familiarity with API integrations.
• Experience in process mapping and business analysis.
• Previous experience in a startup or fast-paced tech environment.
• A portfolio or examples of automation projects you've worked on (even personal ones!).