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Product Specialist

Reference
JREQ091053
Contract Type
Permanent
Sector
IT
Location
London
Salary
competitive
Expiry Date
27/10/2017
Reuters News Agency is seeking a Product Specialist to join its Customer Experience team. This role supports the Product teams’ commitment to further developing our flagship Reuters Connect platform.

Job Description

The successful applicant will be an important part of the team as we continue to build and improve the platform.

The ideal candidate will demonstrate an ability to become a platform expert and work in conjunction with the Product team to help train and communicate with other business functions. A sense of ownership, natural curiosity in news and technology trends, willingness to work beyond comfort zones and an aptitude to effectively prioritize and execute a wide range of longer term and day-to-day responsibilities are all required to succeed in this role. 

Day-to-Day Responsibilities:

  • Support sales with timely, informative updates, as well as serve as a trusted resource to participate on calls with clients and/or other stakeholders
  • Provide regular updates and create presentations and user documentation for internal teams
  • Maintain and curate internal documentation sites and other repositories of data
  • Answer daily sales and/or client inquiries via various messaging tools (emails, SalesForce Chatter, Slack)
  • Participate in regular global sales meetings/calls with product updates, on-going work and functionality release details
  • Provide post-launch communications and reporting to gauge impact of new features
  • Write regular stakeholder updates
  • Work with the Client Support team to identify patterns in support requests and modify training documentation to address topics that require further education
  • Effectively communicate technical information to a non-technical audience

General Responsibilities:

  • Serve as a point of contact and subject matter expert for all business teams
  • Work with Product team to prioritize new features based on user feedback
  • Continuously look for areas of improvement and convert sales feedback into actionable requirements for product team
  • Troubleshoot and resolve customer service inquiries while building a relationship with the customer
  • Product Rollout Support: Learn all relevant aspects of current and new product rollouts to ensure delivery of effective product training
  • Lead and/or participate in Operations-specific and/or companywide projects that may be assigned by leadership
  • As a Subject Matter Expert, must remain vigilant in identifying gaps in knowledge and process; and communicate potential solutions to the appropriate parties
  • Ability to think creatively and define product and customer needs
  • Document findings from customer interactions and share updates with internal stakeholders

Key Relationships: 

  • Sales & Marketing
  • Product
  • Business Operations
  • Clients – Technical and Business contacts

Qualifications
Essential Skills and Experience:

  • Team player with an easy-going attitude, thick skin, and a strong sense of humor
  • Excellent communication, problem solving and business process documentation skills
  • Excellent verbal, written communication, and presentation skills
  • Strong project management skills and willingness to serve in that capacity when appropriate
  • Keen interested in news and media

Must be technically savvy

Desired Skills and Experience:

Experience working with business stakeholders, designers, and engineers in a fast-paced, global environment
Familiarity with project management tools (JIRA, Taiga etc.)
Experience in reporting, testing, and/or analytics is a major plus
Experience with SalesForce

Education/ Certifications: 

University degree or equivalent experience required 

Reuters, the news and media division of Thomson Reuters, is the world’s largest independent multimedia news provider, reaching more than one billion people every day. Over 2,500 journalists in nearly 200 locations around the globe deliver unparalleled international and national news coverage in 16 languages with speed, impartiality and insight to professionals via Thomson Reuters desktops, the world’s media organizations and directly to consumers on Reuters.com. Reuters stays true to the letter and spirit of the Thomson Reuters Trust Principles, ensuring independence, integrity and freedom from bias.