Product Specialist

General Function

Under general supervision, directly interacts with our partners and stakeholders ensuring the highest level of customer satisfaction; acts as a client advocate to resolve issues, and to improve processes.

Essential Functions

• Manages all CE program review activities including initial reviews, correspondence for more information, or denials
• Identifies and reports CE Sponsor programs and program applications which may not be in compliance with CFP Board policies and standards
• Manages and maintains all CE Sponsorship applications, records, and record activities.
• Upholds CE Sponsor compliance with Terms & Conditions of CE Sponsor registration agreement and CFP Board CE Sponsor policies and procedures

• Engages existing and potential CE Sponsors to determine needs and measure satisfaction

• Manages information and insights and generates monthly and yearly CE qualitative and quantitative reports
• Analyzes competitive marketplace and industry trends to recommend new ideas for CE revenue generation
• Collaborates with marketing team to develop promotional solutions for CE and Experience products
• Assists in all product life cycle management activities; recommends product enhancements and updates to maintain product relevance in the market

• Maintains complete documentation for all product development and management related activities

• Obtains customer and stakeholder feedback for appropriate product revisions
• Conducts product trainings to prospective clients
• Provides first level direct support to CE partners and stakeholders by responding promptly to inquiries
• Ensures timely resolution of customer issues, escalating when necessary
• Collaborate with and act as the liaison to the Stakeholder Services team, and other CFP Board teams as needed

• Performs other duties as assigned

Background/Skills/Abilities Preferred

• Bachelor's degree required. Experience in learning and development preferred
• 3+ years' experience in a customer service role
• 1-3 years in a project-oriented, client-facing position
• Expert proficiency in Microsoft Office; NetForum experience preferred
• Experience in managing and maintaining customer relationships in a B2B environment

• Strong communication and interpersonal skills
• Ability to think dynamically and remain calm under pressure
• Excellent organizational skills and an analytical mindset

• Strong presentation skills
• Strong attention to detail
• Excellent influencing and diplomacy skills
• Some travel required, approximately 10%

This position is based in the Washington D.C. office and works a hybrid schedule which could be changed at any time.

CFP Board believes that diversity of experience and perspective are strengths and seeks to continue to grow a highly committed, skilled, and collaborative staff.