Product Support Specialist

ABOUT THE ROLE

As a Product Specialist at Galileo, you will play a critical role in driving the success of our digital product suite. You will be the subject matter expert on our full suite of products (including expert use and patient-facing systems) and provide tier-one support for our Patient Support Associates, Clinicians, and business users. You’ll partner with Product Managers, Engineering Managers, and Product Design to build and maintain a product resource library, conduct live product training, and create structure for in-the-moment troubleshooting before, during, and post-launch. You’ll use your exceptional synthesis abilities to summarize qualitative and quantitative feedback in a highly actionable and clear way for our product managers, product designers, and engineers. 

What you’ll do:

• As the subject matter expert for our digital product suite, you’ll provide tier-one support for all internal Galileo constituents – specifically, you will:
• Write, design, and present product training materials in conjunction with division leaders
• Write and maintain product explainers/training resources on the Galileo intranet 
• Act as the primary support partner for clinical and business stakeholders during the go-to-market and post-launch phase (e.g., in Slack, email, Zoom). 
• You’ll provide real-time support that adapts across different departmental needs, including clinicians, business users, and Patient Support Advocates.
• You’ll synthesize qualitative and quantitative product feedback with attention to detail and clearly communicate it back to our Product Management and Design team to inform strategic planning.

We’re eager to hear from you if:

• You are skilled in process improvement, designing and implementing standardized processes that enhance operational effectiveness and drive continuous improvement across diverse teams
• Your exceptional stakeholder management skills enable you to centralize and ensure consistency in product information across departments.
• You are adept at managing change and engaging stakeholders in complex environments, fostering collaboration and alignment toward common goals.
• You have successfully driven the adoption of new processes and training programs, ensuring managers and their teams effectively absorb and utilize them.
• You can influence and communicate with diverse audiences.

COMPENSATION RANGE:  

$80,000 - $95,000

 BENEFITS

• Medical / Dental / Vision insurance
• Flexible Spending Account
• Health Savings Account + match
• Company paid STD/LTD, AD&D, and Life insurance
• Paid Family Leave
• 401K + match
• Paid Time Off