Job Title
Product Specialist
Location & Work Setup
Kuala Lumpur, Malaysia
Work from Office (Onsite)
Role Summary (Why This Role Exists)
The Product Specialist plays a critical role in ensuring customers successfully adopt and operationalize the Planally platform.
This role combines product expertise with customer engagement—guiding users through onboarding, implementation, and ongoing usage. You will act as a trusted advisor on how the platform can best support customer workflows, while also serving as the internal voice of the customer to continuously improve the product.
Key Responsibilities (What You Will Work On)
Product Enablement & Customer Engagement
- Act as the primary product point of contact for assigned customers, guiding them on how to effectively use Planally within their workflows
- Conduct product demonstrations, onboarding sessions, workflow consultations, and business reviews
Implementation & Solutioning
- Support end-to-end implementation including user setup, workflow configuration discussions, training, testing, and post-deployment follow-ups
- Translate customer operational requirements into structured, scalable product configurations
Adoption & Product Utilization
- Monitor customer usage and engagement, identifying opportunities to improve adoption, workflow effectiveness, and overall user experience
- Provide hands-on support to address functional queries and troubleshoot product-related issues
Product Feedback & Continuous Improvement
- Gather structured feedback, feature requests, and operational pain points from customers
- Translate insights into actionable inputs for technical teams to enhance platform capabilities
Cross-Functional Collaboration
- Work closely with internal teams to align on customer needs, delivery timelines, and ongoing enhancements
- Support internal teams with product knowledge and customer insights
Content & Knowledge Development
- Develop and maintain training materials, user guides, and supporting documentation to improve product understanding and onboarding scalability
Market Awareness & Product Advocacy
- Stay updated on workflow digitization trends, project management practices, and relevant technologies
- Support product positioning efforts through case studies, product showcases, and customer engagement initiatives
Governance & Compliance
- Ensure adherence to company policies, processes, and information security standards
Key Requirements (What We Are Looking For)
Must-Haves (Required Qualifications)
- 2–5+ years of experience in Product Specialist, Customer Success, Implementation, or similar roles within a SaaS or technology environment
- Strong ability to understand business workflows and translate them into product use cases
- Experience conducting product demos, onboarding, or training sessions
- Clear and structured communication skills with the ability to explain complex concepts simply
- Problem-solving mindset with strong attention to detail
Good-to-Have (Preferred Qualifications)
- Experience working with workflow, project management, or productivity platforms
- Exposure to SaaS implementations or digital transformation initiatives
- Familiarity with working cross-functionally with teams
- Experience in creating product documentation or training materials
Success Metrics (What Success Looks Like)
- Successful onboarding and implementation outcomes within agreed timelines
- Customer adoption and effective utilization of core product features
- Quality and impact of customer feedback contributed to product improvements
- Reduction in user friction and support escalations
- Contribution to product knowledge assets and training effectiveness
Reporting Line
Reports to: Head Product Strategy
Why Join Us
- Be at the forefront of helping organizations adopt modern workflow solutions
- High product exposure with direct influence on product improvement
- Opportunity to bridge customer needs with product innovation
- Fast-moving environment with meaningful ownership and impact
Equal Opportunity Statement
Planally is an equal opportunity employer committed to building an inclusive environment for all employees.
