Job Summary

The Senior Product Specialist with PensionPro Software, utilizing ERISApedia’s suite of tools, is an advanced user of our product and is experienced in the TPA industry. The Senior Product Specialist is responsible for conducting demos and ensuring the setup of purchased software and eSources meet clients’ technical and operational needs while ensuring all is ERISA compliant, accurate and timely. Beyond setup, the Senior Product Specialist supports clients and works with the Sales team to ensure we are selling the products the clients need. Additional support is provided through [email protected] and [email protected], as well as through proactive outreach.

Location: Ideal candidates will be located in Harrisburg, PA and report to the office in a hybrid schedule. Remote candidates may be considered.

We are interested in qualified candidates who are eligible to work in the United States. However, we are not able to sponsor visas.

 

Responsibilities

  • Implementation/Sell
    • Direct and apply the implementation process for new clients, ensuring timely progression and communication with clients through completion and transition to Active client.
    • Lead calls with clients that can include welcome calls, data conversion, and training for new client teams.
    • Contribute to the development of a group implementation program which alleviates the manual burden of some reproducible introductory and training calls.
    • Support clients in building/customizing essential projects for maximum effectiveness using PensionPro/ERISApedia.
    • Ensure implementation resources and training materials are up to date.
  • Product Specialization
    • Perform product demonstrations to new and existing clients, focusing on how PensionPro/ERISApedia can enhance client’s workflow processes and resolve pain points present in their current system.
    • Facilitate live training sessions including bootcamps, in-person Pro-Ops training, product webinars, and sessions included in the annual ProPass schedule.
    • Maintain in-depth knowledge of PensionPro/ERISApedia product lines and features.
    • Build out and maintain demo instances in PensionPro/ERISApedia.
    • Assist in the creation and review of eLearning outlines and scripts to ensure the training meets desired objectives and thoroughly addresses the topic.
  • Customer Service and Relationship Management
    • Provide troubleshooting and technical assistance to PensionPro/ERISApedia users.
    • Participate in maintaining the Help Center library by posting new/updated articles, release notes, and videos.
    • Participate in proactive customer service outreach initiatives as directed.
    • Identify upgrade, consulting, and upsell opportunities in interactions with clients.
    • Utilize TPA and ERISA industry knowledge to provide input in the writing and review of content for the plan sponsor quarterly newsletter and PensionPro of the Month communication.
    • Identify topics for and participate in creating content for “What’s hot on the Helpdesk’ communications.

 

Skills/Abilities

  • Experience working in the TPA industry and ERISA knowledge is a must
  • Knowledge of PensionPro system and products.
  • Experience working in a client-facing role demonstrating exceptional customer service.
  • Outstanding organizational skills.
  • Keen sense of personal responsibility and taking ownership.
  • Ability to manage multiple responsibilities and projects simultaneously.
  • Ability to work efficiently in a fast-paced, deadline driven environment.
  • Exceptional verbal and written communication skills, as well as great telephone etiquette.
  • Ability to work cross-departmentally to deliver products and feature enhancements to clients.