Product Specialist

Job description

Join our dynamic Customer Success team as a Product Specialist, where you'll play a key role in delivering innovative enterprise loyalty solutions for leading global brands! Loyalty Juggernaut (LJI) is a leading B2B SaaS company redefining how enterprises drive customer engagement and loyalty. Our flagship platform, GRAVTY®, enables global brands to transform loyalty programs into measurable, revenue-generating growth engines. Built as an AI-first, next-generation solution, GRAVTY® empowers organizations to deliver highly personalized, real-time experiences at scale—helping them increase customer lifetime value and deepen brand relationships. Headquartered in Palo Alto, California, LJI partners with leading enterprises across 16 major industries including airlines, retail, hospitality, financial services and telecommunications powering some of the most innovative loyalty ecosystems worldwide. Our Global Impact: 400+ Million members connected through our platform. 100+ Global Brands trust us to drive loyalty and brand devotion. 3-Time Winner of “Best Technology Innovation in Loyalty”. Global recognitions for Excellence in Loyalty Management under numerous categories. Recognised as a ‘Strong performer’ in The Forrester Wave™ Loyalty Platforms, Q4 2025. Explore more about us at . The Opportunity: If you are an enterprising individual with a genuine passion for customer engagement and are excited about a career opportunity to offer unique Loyalty solutions to business' challenging problems, this role could be an excellent fit for you. As a Product Specialist in Customer Success team, you will partner with renowned and diverse multinational companies/brands to help them succeed in providing unique and innovative Loyalty Management solutions to their customers. What You'll Do: Implementation & Delivery Lead end-to-end implementation of GRAVTY® solutions, ensuring delivery within scope, timelines, and quality expectations. Conduct discovery workshops and gather, analyze, and document business and functional requirements. Configure loyalty programs and coordinate integrations with client systems. Drive UAT, release planning, go-live readiness, and post-production support. Identify and manage risks, dependencies, issues, and change requests. Track implementation progress, delivery metrics, and maintain project documentation while ensuring SLA compliance. Business Consulting & Customer Success Understand client business objectives, challenges, and operational workflows to recommend effective loyalty solutions. Translate business needs into functional specifications, user stories, acceptance criteria, and solution designs. Define KPIs, support business case development, and contribute to solution planning and effort estimation. Build trusted client relationships through proactive communication, expectation management, and user enablement. Deliver training sessions, product demonstrations, and support customer adoption and long-term success. Cross-functional Collaboration & Product Enablement Act as the primary liaison between clients, Product, Engineering, QA, and Delivery teams. Facilitate Agile ceremonies and coordinate implementation activities across stakeholders. Share customer feedback to influence product enhancements and roadmap discussions. Contribute to customer-facing documentation, presentations, go-to-market initiatives, and product knowledge assets. Stay updated on industry trends and emerging technologies to continuously improve customer outcomes. About You You're passionate about solving business problems through technology and enjoy working directly with enterprise customers. You thrive in a fast-paced environment, take ownership of outcomes, and build strong relationships with both clients and internal teams. You'll be successful in this role if you have: Experience managing end-to-end product implementations, including requirement gathering, solution design, configuration, UAT, go-live, and post-production support. Strong business analysis skills with the ability to translate business requirements into functional specifications, user stories, and solution designs. Excellent communication, presentation, and stakeholder management skills, with experience working directly with enterprise customers. Good understanding of enterprise systems, APIs, integrations, and data flows; basic SQL knowledge is an advantage. Experience working in Agile environments and familiarity with tools such as Jira, Confluence, Miro, or Asana. Strong analytical, problem-solving, and documentation skills, with attention to detail and a customer-first mindset. Academic Background and Relevant Experience : Bachelor's degree in Engineering (CS/IT stream) complemented by an MBA 2–5 years of experience in Business Analysis, Enterprise Product Implementation, Customer Success, or SaaS product delivery. You'll stand out if you: ✔ Frame problems clearly and uncover root causes by asking the right questions. ✔ Break down complex business challenges into structured, practical solutions. ✔ Balance attention to detail with a focus on business outcomes. ✔ Take ownership of customer success, adoption, and implementation outcomes. ✔ Collaborate effectively with cross-functional teams and manage stakeholder expectations with confidence. ✔ Continuously learn, adapt, and stay current with emerging technologies and industry trends.