Product Support Specialist / Project Manager

Full Job Description

Pavilion ERP is a next-generation, Salesforce-native ERP and POS platform designed specifically for jewelry retailers and wholesalers. We bring together sales, inventory, CRM, and business intelligence in one unified cloud system used by jewelers across North America and beyond.

We’re looking for a Product Support Specialist / Project Manager who will play a key role in customer onboarding and ongoing success.

You will be the bridge between customers and our development team — ensuring that implementations are smooth, business requirements are well-understood, and clients achieve measurable value from the platform.This role combines technical understanding (Salesforce, SaaS systems) with business process knowledge and strong project management skills.

Job Responsibilities

Manage end-to-end onboarding for new Pavilion ERP clients

Collect, document, and validate business requirements across sales, inventory, manufacturing, accounting, and CRM workflows

Translate client needs into actionable specifications for the development team

Coordinate and prioritize tasks between clients, internal engineering, and support teams

Guide customers through data migration, configuration, and go-live phases

Provide ongoing support, troubleshooting, and workflow optimization after implementation

Maintain clear, proactive communication with clients and internal stakeholders

Identify opportunities for process improvement and product enhancement based on customer feedback

Job Requirements

Fluent English: Excellent written and spoken English (client-facing role)

Salesforce Experience: Hands-on experience with Salesforce (Admin, Consultant, or similar background preferred)

SaaS Experience: At least 2 years working with SaaS platforms in implementation, support, or product management roles

Business Acumen: Deep understanding of business processes — ideally in retail, wholesale, manufacturing, or service operations

Project Management: Strong organizational and communication skills; experience managing concurrent client projects

Availability: Must be able to work during U.S. business hours

Technical familiarity with data import/export, integrations, and workflow configuration is a plus

Skills Required

• Customer Support - Expert
• Admin Support - Expert
• Phone Support - Expert
• Project Management - Expert

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