Product Specialist

Job Description

Product Specialist

Location: Remote within the US

Type: Full-time

About Us

Guardian is a fast-growing SaaS company dedicated to solving long-standing issues in the AEC industry since 2018. Our mission is to automate consistency for a better user experience by bridging the gap between technology, data, and individuals. We believe the pursuit of the perfect BIM model allows for improved performance and efficiency across the entire project team, giving firms more time to focus on creating, designing, and engineering. Guardian's automated protections accomplish this with minimal upfront work for BIM Managers and minimal impact to end-users. Our clients regularly tell us they love working with us because we’re helpful, humble, and focused on their success- never pushy.

Why This Role Matters

As a Product Specialist, you’ll work directly with many of the leading architecture and engineering firms across the world, building close, rewarding relationships as you help them succeed with our product. You’ll be joining us at an exciting stage of growth- early enough to make a meaningful impact, but with a proven product and growing client base behind you. For a growth-minded individual, this is a unique opportunity to shape both your career and the client experience in a high-impact role.

Role Overview

The Product Specialist is a client-facing role designed to ensure firms get maximum value from our product. You’ll guide clients through onboarding and training, provide ongoing support and check-ins, and act as a trusted advisor. You’ll also play a critical supporting role for sales- joining calls as a technical resource, running demos, and helping prospects see how our product fits their needs. On the product side, you’ll surface client insights, help troubleshoot issues, and contribute to knowledge resources.

This is a mid-level position, ideal for someone with strong AEC/Revit experience who’s eager to broaden their career into SaaS, client success, and product support. We’re looking for someone who can work independently, stay organized, and thrive in a growing, fast-moving environment.

What You’ll Do

Client Success & Support

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• Lead onboarding, training, and quarterly check-ins with clients.
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• Manage your own book of accounts, ensuring client adoption and satisfaction (target NPS of 8+).
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• Act as the first point of contact for client troubleshooting, triaging issues before escalating to support.
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Internal Contributions

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• Prepare for client/sales calls with notes, follow-ups, and next steps.
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• Share client feedback, feature requests, and bugs with the product team.
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• Help create client-facing resources such as knowledge base articles, release notes, and short how-to videos.
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Travel

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• Attend ~2 conferences per year.
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• Conduct 2–4 onsite client visits annually (primarily with enterprise clients).
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What You’ll Bring

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• Experience in the AEC industry , specifically with Revit and BIM workflows (supporting users, managing standards, training staff).
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• Strong technical aptitude and ability to learn SaaS software quickly.
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• Excellent communication skills- able to translate technical details into practical client value.
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• Highly organized, with the ability to manage multiple accounts and priorities.
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• Adaptability, humility, and a genuine client-first mindset.
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• Comfort with ambiguity and ability to take initiative when processes are not fully defined.
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Nice-to-Have:

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• SaaS, customer success, or product support experience.
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• Familiarity with CRM systems, ticketing tools, Microsoft Teams/Outlook, and Power BI.
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• Experience creating documentation, training videos, or other learning resources.
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Growth Path

This is a mid-level role with room to grow. By developing deep product expertise and delivering exceptional outcomes, you can progress into a Senior Product Specialist role with broader account ownership and influence.