SocialPilot is looking for a product specialist to work closely with prospects and customers to help them derive the most value from SocialPilot.

Your primary function would be to engage with prospects in understanding their needs, conducting product demonstrations, and helping them determine fitment. You will also work with existing customers to help them get the most out of their SocialPilot subscription. You will provide first-hand insights and contribute directly to product roadmaps and prioritization.

You will be closely collaborating with the product and customer success teams.

This role is full-time remote based out of India.

What you will do as Product Specialist

• Work with prospects to understand their needs for a social media management product
• Conduct live demos and help prospects determine fitment
• Work with existing customers to help them increase product awareness and utilization
• Provide product enhancement feedback to technology and product teams
• Will be handling customer onboarding and increasing Retention.
• Will be working on enterprise deals by creating custom plans for Agencies.

What are you like : Product Specialist

• 1+ years of product/customer success/sales experience (SaaS experience is a plus)
• Strong interpersonal skills
• Self-starter with a strong hustler mindset
• Familiarity with social media marketing and its nuances is a plus
• Desire to grow and advance professionally either in product roles or customer success roles

About SocialPilot

SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.

We’re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.

SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far

• Helped 12,000+ marketing agencies and SMBs across the globe
• 5 billion+ social media posts published
• One of the fastest-growing SaaS companies in India as listed by Inc 42
• Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
• Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
• Named as the Top 10 Bootstrapped Startups in India
• Consistently ranked as a “Great Product” consistently by G2, Capterra, and TrustRadius
• Officially a Great Place to Work^TM – Certified startup
• Rated by YOUR STORY as the Number 1 social media scheduling tool

What we believe in

• Customer Obsession: We put customers first while making decisions and planning future goals
• Ownership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork
• Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
• Nimbleness: We respond rapidly to changing circumstances and customer needs
• Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.

Why join SocialPilot?

• Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
• No micromanagement: Own up your work and be accountable without the need for close supervision.
• Great team: Work with a great team with diverse backgrounds from world-class organizations
• Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.
• Best in class health and medical benefits
• Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December
• Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
• Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
• Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office

10 Interview questions and answers for Product Specialist

1. Can you walk us through your experience in product, customer success, or sales?
   ✅ Sample Answer: I have over a year of experience in customer success and sales, particularly in the SaaS industry. In my previous role, I worked closely with prospects to understand their needs, conducted product demonstrations, and helped them determine the right solutions. Additionally, I collaborated with internal teams to enhance customer onboarding and retention. My experience has given me a deep understanding of customer engagement and product fitment, which I believe aligns well with this role at SocialPilot.
   
2. How would you handle a prospect who is unsure whether SocialPilot is the right fit for their needs?
   ✅ Sample Answer: I would start by understanding their pain points, current workflow, and expectations from a social media management tool. Then, I would highlight SocialPilot’s key features that align with their needs through a personalized demo. If they still have concerns, I’d offer case studies or customer testimonials to provide social proof. Lastly, I’d suggest a trial or a custom plan for enterprise clients to help them experience the product before committing.
   
3. What strategies would you use to increase customer retention at SocialPilot?
   ✅ Sample Answer: I would focus on proactive engagement, including onboarding assistance, regular check-ins, and providing valuable resources like webinars and tutorials. Understanding why customers churn is also crucial, so I’d analyze customer feedback and work with the product team to address common pain points. Additionally, I’d suggest personalized upselling and cross-selling opportunities to ensure customers get the most value from their subscription.
   
4. How would you conduct an effective product demo for a prospect?
   ✅ Sample Answer: An effective demo should be tailored to the prospect’s specific needs. I’d begin by asking a few questions about their social media management challenges. Then, I’d showcase SocialPilot’s most relevant features, using real-world scenarios to demonstrate how it solves their pain points. I’d keep it interactive by encouraging them to ask questions and clarify doubts in real-time. Lastly, I’d summarize the key takeaways and offer next steps, such as a trial or a follow-up call.
   
5. How do you handle objections from a potential customer who says SocialPilot is too expensive?
   ✅ Sample Answer: I’d first acknowledge their concern and then focus on the value SocialPilot provides. I’d highlight cost-saving benefits such as automation, team collaboration, and analytics, which reduce the need for multiple tools. If needed, I’d present case studies of similar customers who achieved significant ROI. Additionally, I’d explore flexible pricing options, such as custom plans for agencies or feature-based plans that align with their budget.
   
6. What steps would you take to onboard a new customer successfully?
   ✅ Sample Answer: Successful onboarding starts with a personalized welcome email and an initial setup guide. I’d schedule a one-on-one session to help them configure their account and understand key features. Additionally, I’d provide resources such as video tutorials, FAQs, and best practices. Over the first few weeks, I’d check in regularly to ensure they are comfortable using the product and address any roadblocks.
   
7. How would you contribute to SocialPilot’s product enhancement roadmap?
   ✅ Sample Answer: Since I’d be interacting with both prospects and existing customers, I’d actively gather feedback about their challenges and feature requests. I’d document recurring themes and work closely with the product and tech teams to suggest enhancements. Additionally, I’d analyze customer support tickets and survey results to identify improvement areas. Providing real-world use cases and data-backed insights would help prioritize features that improve user experience and retention.
   
8. Have you used any social media management tools before? How familiar are you with social media marketing?
   ✅ Sample Answer: Yes, I have experience using social media management tools like Buffer, Hootsuite, and Sprout Social. I understand the importance of scheduling posts, analyzing engagement metrics, and managing multiple accounts efficiently. Additionally, I have a good understanding of social media marketing strategies, including content planning, audience targeting, and performance tracking, which would help me effectively assist SocialPilot’s customers.
   
9. Can you describe a time when you successfully upsold or cross-sold a product?
   ✅ Sample Answer: In my previous role, I worked with a customer who was using our basic plan but struggling with limited automation features. After understanding their pain points, I demonstrated how upgrading to a higher plan would save them time and effort. I provided a cost-benefit analysis and showed real examples of how other customers improved efficiency. They upgraded their subscription, and I continued providing support to ensure they maximized the new features.
   
10. Why do you want to join SocialPilot?
    ✅ Sample Answer: I’m excited about SocialPilot because it’s a rapidly growing SaaS company with a strong reputation in the social media management space. I admire its customer-centric approach and innovation in the field. The opportunity to work closely with both prospects and existing customers to drive product adoption aligns perfectly with my skills and career aspirations. I’m also impressed by SocialPilot’s company culture, transparency, and commitment to employee growth, which makes it an ideal place for me to thrive.