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Product Solution Specialist

Ripple Science

Ripple Science

Product, Customer Service
Ann Arbor, MI, USA
Posted on Thursday, September 14, 2023

The Product Solutions Specialist is a joint product support and business development role
focused on learning the ins-and-outs of the Ripple platform and advising current and
prospective customers. For support, the Product Specialist will lead the Ripple support desk and
be the first line of support for all tickets submitted by customers to assist with accessing their
accounts, identifying and resolving issues, and educating customers on how to use features of
the platform. For business development, the Product Specialist will be the first line of contact for
new small-scale inbound accounts and customer referrals to qualify their needs, demo the
platform, and support them through the procurement process.

Support (Month 1 - Onward)
● Answer and resolve customer support inquiries that are sent in through the Ripple
Zendesk support system
● Lead ad-hoc zoom training sessions with customers to educate platform admins on how
best to use specific features of the platform, demonstrate new features released by
development, and give initial trainings to non-admin users
● Assist in writing support articles, making support videos, and general upkeep of Ripple’s
support website
● Build relationships with customers to foster community amongst the user base and
identify opportunities to grow Ripple’s use within an organization

Business Development (Month 7 - Onward)
● Intake and schedule inbound demo request submissions for small-scale accounts
focused within Ripple’s academic segment, with growth to medium and large-scale
accounts as experience is gained
● Meet with prospective accounts to qualify their need for the platform, demo the platform,
answer questions about Ripple’s functionality and benefits, and prepare subscription
● Host Ripple’s twice monthly Open Demo
● Assist with ad-hoc new customer and customer renewal tasks related to negotiating
renewals, creating order forms, and supporting the procurement process
● With experience, attend industry conferences to identify prospective customers and
evangelize the Ripple brand

● Ability to be available daily for 9-5 EST working hours
● Ability to meet with customers outside of 9-5 EST hours on a limited, ad hoc basis for
support meetings or product demos in support of Ripple’s global customer base
(Accounts on 5 continents, highest concentration in North America)
● Ability to travel to Ann Arbor, MI (or designated city) four times a year for Company
In-Town events, preferred
● Ability and desire to lead individual and group product demos and training sessions
online via Zoom
● Ability and desire to be in a highly customer-facing role, sometimes working on
unstructured problems or operating in a grey area independently
● Comfortability in negotiating contracts, discussing budgets, and making strategic
decisions needed to win a customer

How You Will Succeed
● Learn the ins-and-outs of the Ripple platform and apply that product knowledge to
support the goals of current or potential customers
● Learn the ins-and-outs of the Ripple customer base and apply that knowledge to foster
connections and share ideas between similar teams as well as utilize relationships to
solicit referrals to both peer research labs and College/School administrators for
expansion opportunities
● Have the desire to start a career in clinical trial software/HealthTech and learn about the
needs of the industry, complementary and competitive software to Ripple, and the
environment the company operates in
● Feel comfortable working in a role partially consisting of commission-based
compensation and having an attainable quarterly new business sales quota
● Have the desire to own a segment of the business, working under supervision and
guidance to support your success while also offering the opportunity to improve and
build the segment in a startup environment
● Be highly comfortable on-camera presenting a software product via zoom to both small
(1-5 people) and large (15-20 people) groups