Overview:

Over the past few years, there has been a drastic shift in how people buy technology. Rather than following a lengthy and rigid sales process, customers want to try things out on their own before purchasing. At Guru, we have fully embraced this exploratory trend, supporting customers with product specialists to guide them through their journey. 

They are a critical team whose bread and butter is helping people fall in love with Guru and use it effectively. They play an integral part of our growth by shepherding both new and tenured users through their respective use cases.

When you mix powerful ingredients like customer success, support, sales and a heavy sprinkling of product knowledge together, what do you get? The one and only, irreplaceable Product Specialist! 

This role is for trail blazers who are interested in each of these skills, and maybe aren't sure which one to follow down a career path (we say, why not all?). If you want to be in a customer-facing role where no day is the same, working alongside unique and talented individuals who are continually learning from each other, now is your chance!

Core Responsibilities:

  • Leading 1:1 consultation calls - 30-60 minute Zoom meetings where you’ll discuss a company's goals and offer prescriptive tactics;
  • Engaging on live chats - short interactions to quickly address initial questions (“What’s the best way to organize my content for …”) while driving additional adoption;
  • Guiding to other resources - either sharing virtual resources (help center, Guru Academy), or putting them in contact with human champions (AE, AM, Technical Support);
  • Aggregating insights to drive self-serve resources - serve as the eyes and ears of the company for potential product improvements;
  • Peer to peer collaboration and mentoring - each person on the team brings an unparalleled perspective and set of skills, which they share in insights sharing sessions, call and chat reviews, and team process creation.

This role maintains an extremely high mastery of both Guru’s functionality (how the product works) and application (how customers use it to achieve specific use cases) across all stages of the customer journey including: Initial account setup and onboarding, how best to structure content, permission of users and groups, connecting Guru to other systems, and growing adoption of existing Guru accounts.

Requirements:

  • Guru product expertise and mastery - ideally candidates that have used Guru in their previous/current role
  • 1 - 2 years of B2B client-facing experience (if no prior Guru experience)
  • Empathy and curiosity to understand our customers’ personal and organizational challenges
  • Ability to prescribe relevant and helpful next steps to overcome these challenges
  • Know-how to command a (virtual) room - remaining unflappable, communicating certainly and succinctly, and ask unearthing questions
  • Strong product demonstration acuity - ability to think strategically about what features to show when
  • Inviting mentality towards constructive feedback and rapid iteration
  • Ability to evaluate and connect tactical and technical needs with business outcomes
  • Comfort holding conversations with personas ranging from novice through C-level
  • Willingness to support customer meetings in EST and PST, as needed
  • Must be organized, thoughtful, and highly motivated

Additional Resources:

These resources provide some additional insight into the Product Specialist role and its increasing prominence in the industry.

How Guru Layers Human Touchpoints Onto a Strong Self-Service Model
What Does A Product-Led Sales Team Look Like? (See the “assist” section)
The 5 characteristics of top Product Specialists (Called “sales-assist” here)
3 Steps to Product-Led Human Interactions That Users Love
Making the Product Experience Better With Sales-Assisted User Onboarding

Benefits to you:

  • Competitive salary
  • Employee Stock Option Plan
  • 401k
  • Generous benefits package
  • Professional Development & Wellness Allowance
  • The chance to contribute to an upbeat, fully engaged culture

About Guru:

Guru is a dynamic, fast growing start-up based in Philadelphia and San Francisco. Our mission is to reinvent the way people connect with meaningful information at work. Guru’s knowledge management solution provides customer-facing teams access to expert-verified information where they work and when they need it most. We believe in cultivating a welcoming, inclusive culture that encourages personal growth through working hard and having fun.

Launched in September 2015, our vision is backed by an amazing group of investors including FirstMark Capital, Salesforce, Michael Dell, the Slack Fund, Emergence Capital, Thrive Capital and Accel. As we enter the next exciting stage of expansion, we're searching for passionate individuals to join our rapidly growing team.

This is a full-time position that is (ideally) based in Philadelphia, or fully Remote within the EST timezone. Re-location and/or Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the US.

We are an equal opportunity employer and value diversity at our company. All are welcome here. At Guru, being inclusive is very important to us. We do not discriminate on the basis of race, age, ethnicity, religion, sexual orientation, gender identification, veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent@getguru.com to request accommodation.

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Guru Technologies, Inc. are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.