Board Intelligence

Product Specialist

• Act as the first point of contact for clients, diagnosing and resolving queries to agreed service levels and ensuring a clear understanding of the user’s needs
• Identify whether issues are product bugs, training needs, or require escalation, and provide accurate context for further investigation
• Create and deliver training resources, attend client meetings with Account Management and Customer Success to support adoption
• Support internal teams with user data analysis to identify trends, propose improvements and contribute to product adoption and efficiency
• Provide a feedback loop to product and customer teams, representing the customer voice in product development and company priorities
• Contribute ideas to improve team processes and the client experience
• Remain alert to incoming calls, emails and internal requests, ensuring timely and effective responses
• Ask intelligent questions to build context around issues while following security procedures
• Escalate queries to Senior Product Specialist, Second Line Support, Engineering or Customer Success with clear notes on diagnosis and user context
• Maintain accurate records of all client interactions and keep knowledge of product developments up to date
• Build strong relationships with users at every touch point, including encouraging event attendance and referrals
• Collaborate closely with colleagues across teams to deliver seamless support and share knowledge
• Participate in the out of hours rota, covering evenings and weekends as required

Product Specialist, First Line Support

Growth Marketing

• Build a global growth and demand gen engine, design and implement strategy, and establish structure and shape of the function to achieve growth velocity.
• Work closely with leadership and be part of Senior Leadership Team reporting to the CMO.
• Setting up a growth and digital demand gen engine that delivers scalable, predictable, high-quality leads, pipeline, and revenue.
• Driving market research, customer segmentation, and competitive analysis to inform campaign and strategy development.
• Owning end-to-end planning, development, execution and optimisation of multi-channel marketing campaigns focused on lead generation, customer acquisition, retention, and targeted ABM campaigns.
• Collaborating with Head of Content to align editorial calendar with campaign strategy and develop/distribute engaging content.
• Collaborating with CRO and Sales to align strategies for seamless lead handoff and high conversion rates.
• Collaborating with CCO and Customer Team on customer marketing to improve onboarding, retention, cross sell, advocacy and referrals.
• Collaborating with Product Team to align campaign strategies with product releases.
• Setting KPIs, measuring, reporting and optimising campaign and channel performance to improve ROI and conversion rates.
• Owning, managing, and optimising marketing stack to improve reporting, cross-team alignment and insights.
• Leading, managing and building out a high performing team, and managing external agencies.

Product Specialist, First Line Support

Director, Growth Marketing