• Assist internal teams by clearly explaining complex concepts related to product features, functionality, and usage. • Serve as the primary point of contact for escalated product-related inquiries and provide expertise for resolving complex questions. • Maintain regular communication with internal teams to assist with product questions, gather insights, and proactively support client requirements. • Spearhead early adoption of system enhancements/changes while driving initial user feedback, understanding and validation. • Participate in annual and larger-scale product management initiatives to support company objectives in particular as seasonal and legislative demands require. • Notice trends and gaps in product understanding within internal teams. • Collaborate with the training team by reporting those identified needs to proactively enhance our internal team experience. • Achieve annual product certification to enhance efficiency in team support and ultimately promote a better customer experience. • Maintain comprehensive case documentation providing clear resolution and ensuring information is understandable and accessible. • Engage in special product projects as assigned, adapting to shifting priorities to meet project goals effectively.