About the role:

As a Product Specialist, you will play a key role in the growth, expansion, and retention of our business by being the face of our product management team within the Go To Market organization, supporting customer-facing teams as an expert on Grand Rounds Health, Doctor on Demand and Included Health products. In effect, this role serves as a bi-directional translator between technical teams (product, engineering, data science, customer launch, etc.) and Go To Market (sales, client success, other key client-facing/supporting resources). 

The Product Specialist will be responsible for scaling access to product expertise in our Go To Market organization. You’ll work across a wide variety of our products, developing deep familiarity and technical expertise, and interfacing with internal stakeholders and directly with customers & their carriers / vendors in answering questions, providing guidance, representing our capabilities and supporting escalations in complex product areas. 

You'll create and maintain detailed product documentation for existing and future products to scale with the customer base and enable self-serve resources / tools for the Go To Market organization. 

You’ll consult with members of the Go To Market organization on deal-specific opportunities, including new logo pursuits and existing clients. In this area, you will serve as a SME on product capabilities and provide strategic context around production functionality considerations.

You will also help shape strategy and the product roadmap by codifying key themes identified within the market and creating a feedback loop to product development teams. 

About the team:

The Product Specialist will be part of the Solution Consulting Group, which resides within the Go To Market organization. 

The mission of the Solution Consulting Group is to leverage the mastery of our products and market expertise to provide strategic support, technical guidance, and infrastructure to the Go To Market organization that optimizes growth and retention. We do this by securing the optimal fit of our solutions to buyers’ broader problem statements, identifying and developing tactical best practices to rapidly scale that works, reducing deal friction by activating key internal and external stakeholders, and delivering a holistic learning curriculum to elevate overall Go To Market 

In your first 30 days:

• Onboard with the Grand Rounds team through general and GTM-specific training
• Connect with product managers to start to understand the lay of the land and high level product capabilities, while developing the ongoing operating rhythm to stay closely connected and aligned in efficient ways
• Shadow Solutions Consultants on prospect/customer calls to observe how we position ourselves in the market and start to experience product questions / concerns directly from the market

In your first 60 days:

• Deepen knowledge and understanding of Grand Rounds Health, Doctor on Demand and Included Health products through deep dive trainings (capabilities, limitations, technical integrations, data dependencies, etc.) of each product
• Support internal stakeholders in answering questions, providing guidance, representing our capabilities & limitations accurately and supporting escalations
• Build strong internal relationships with Product and Go To Market colleagues
• Evolve operating rhythm between Go To Market and other internal stakeholder teams, ensuring successful knowledge transfer and limited the involvement from SMEs in deal-specific questions

In your first 90 days:

• Complete certification process by product 
• Support prospect / customer facing discussions by representing our capabilities & limitations accurately
• Begin to build out mechanism to track market feedback / questions that should inform product roadmap and/or product marketing content 

What makes you a great fit:

• 5+ years of customer-facing experience in health and benefits 
• Experience collaborating with Engineering and Product Management to shape, support, and execute product goals that positively impact the member experience
• Strong communication skills, both written and verbal, with the ability to convey complex technical information and messages to a broad and diverse audience
• Strong interpersonal skills with the ability to work independently and within a team environment
• Ability to create documentation that clearly articulates product details
• Experience prioritizing competing demands in an ambiguous, fast-paced environment

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.