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For Companies At a Glance
- Tasks: Become the go-to expert for our Institutions clients, ensuring top-notch support and satisfaction.
- Company: Join Opus 2, a global leader in legal software, known for its innovative culture and commitment to people.
- Benefits: Enjoy flexible working, 26 days holiday, health insurance, and a day off for charity work.
- Why this job: Shape the future of legal tech while building strong client relationships and delivering impactful training.
- Qualifications: 2+ years in product support or customer success, with excellent communication and relationship-building skills.
- Other info: Opportunities for travel and professional development in a supportive, dynamic environment.
The predicted salary is between 36000 - 60000 £ per year.
As a Product Support Specialist - Institutions, you will act as the primary product expert and relationship manager for our Institutions client base. As a product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams. This role bridges client enablement and internal accountability. You will facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management. With deep knowledge of the Institutions solution, you will ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.
What You’ll Be Doing
- Serve as the primary product expert and point of contact for Institutions clients, managing relationships and ensuring high levels of client satisfaction.
- Provide expert-level product support and consulting to client-side support teams (L1), including via phone, email, on-site visits, and virtual sessions.
- Facilitate the onboarding and training of client support staff, ensuring they are equipped to handle routine issues independently.
- Monitor ticket queues to ensure the wider support team is meeting SLA targets for institutional clients; escalate internally when necessary.
- Collaborate closely with Product Support Manager - EMEA and internal teams to maintain strong cross-functional coordination and service delivery.
- Collect and document client feedback, feature requests, and usability issues, and relay them to Product Management with clarity and context.
- Lead or support the delivery of training sessions, product demonstrations, and refresher courses for client stakeholders.
- Advocate for client needs within the business while promoting best practices and driving adoption of the product's full capabilities.
- Maintain accurate records of client interactions, visit notes, and support metrics to ensure consistent service delivery.
- Act as a subject matter expert (SME) for the Institutions product offering, continuously expanding your product knowledge and staying aligned with roadmap developments.
Requirements
- 2+ years in a product support, customer success, or client-facing role, ideally in SaaS or legal tech environments.
- Strong understanding of client relationship management with the ability to build trust and rapport with stakeholders across various levels.
- Experience delivering training, workshops, or onboarding sessions to client teams, either in-person or virtually.
- Excellent written and verbal communication skills, including phone-based support and professional client interactions.
- Demonstrated ability to manage multiple priorities while ensuring team-wide SLA compliance.
- Familiarity with helpdesk/ticketing systems such as Zendesk, Jira, or FreshDesk.
- Confident in gathering and articulating product feedback, usability challenges, and client requests to internal product teams.
- Self-motivated and able to work independently, with excellent time management and follow-through.
- Willingness and ability to travel for on-site client meetings and training sessions as needed.
- Passion for legal technology and a drive to deliver meaningful, long-term value to Institution clients.
Preferred Certifications: AWS Cloud Practitioner, ITIL Certification - Foundation, ITIL Certification (Practitioner - Incident Management).
Benefits
- Contributory pension plan.
- 26 days annual holidays, flexible working, and length of service entitlement.
- Health Insurance.
- Loyalty Share Scheme.
- Enhanced Maternity and Paternity.
- Employee Assistance Programme.
- Electric Vehicle Salary Sacrifice.
- Cycle to Work Scheme.
- Calm and Mindfulness sessions.
- A day of leave to volunteer for charity or dependent cover.
- Accessible and modern office space and regular company social events.
Product Support Specialist - Institutions employer: Opus 2
Contact Detail:
Opus 2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist - Institutions
✨Tip Number 1
Familiarise yourself with the Institutions product offering and its features. Understanding the product inside out will not only help you in interviews but also demonstrate your commitment to becoming a subject matter expert.
✨Tip Number 2
Network with current or former employees of StudySmarter, especially those in product support roles. They can provide valuable insights into the company culture and expectations, which can give you an edge during the interview process.
✨Tip Number 3
Prepare to discuss your experience with client relationship management. Be ready to share specific examples of how you've built trust and rapport with clients, as this is crucial for the role of Product Support Specialist.
✨Tip Number 4
Showcase your training and onboarding experience by preparing a brief outline of a training session you’ve conducted in the past. This will highlight your ability to facilitate learning and support client teams effectively.
We think you need these skills to ace Product Support Specialist - Institutions
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in product support or client-facing roles, especially in SaaS or legal tech environments. Emphasise your ability to build relationships and manage client expectations.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the role of Product Support Specialist - Institutions. Mention specific experiences where you've successfully delivered training or managed client relationships, showcasing your communication skills.
Showcase Your Technical Skills: If you have experience with helpdesk or ticketing systems like Zendesk or Jira, make sure to include this in your application. Highlight any certifications you hold, such as AWS Cloud Practitioner or ITIL, as they are preferred for this role.
Demonstrate Your Problem-Solving Abilities: Provide examples in your application that illustrate how you've handled multiple priorities while ensuring compliance with service level agreements (SLAs). This will show your potential employer that you can manage the demands of the role effectively.
How to prepare for a job interview at Opus 2
✨Know the Product Inside Out
As a Product Support Specialist, you'll need to demonstrate a deep understanding of the product. Familiarise yourself with its features, benefits, and common issues. Be prepared to discuss how you've used this knowledge to support clients in the past.
✨Showcase Your Communication Skills
Excellent communication is key in this role. Practice articulating complex ideas clearly and concisely. During the interview, highlight your experience in delivering training sessions or workshops, as this will show your ability to engage with clients effectively.
✨Demonstrate Client Relationship Management
This position requires strong relationship-building skills. Prepare examples of how you've successfully managed client relationships in previous roles. Discuss how you built trust and rapport with stakeholders, and how you handled challenging situations.
✨Be Ready for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific instances where you've had to troubleshoot issues or escalate problems. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
