Job description
About SupportLogic
SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations. Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.
We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies. We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.
The Role:
We are looking for a Senior Product Manager who will be responsible for managing the roadmap, packaging, and documentation of new product ideas for our SupportLogic SX Platform. The ideal candidate will successfully build and iterate on our products by maintaining a great understanding of our customers and the market.
Responsibilities:
- Hands-on Product Owner who will work with customers and prospects to define and prioritize new features and enhancements focused on customer needs.
- Represent the customers’ voice to our internal teams, creating compelling user experiences, and defining key product metrics to measure the success of features.
- Partner closely with UX designers, Engineering team, and customers to define user stories, providing feedback on suggested UI designs and explaining requirements.
- Collaborate with Engineering to manage phased roll-outs of complex product features incorporating and explaining priority, quality and delivery trade-offs.
- Act as a product evangelist and thought leader at external forums, conferences, webinars and with our Customer Advisory Board.
- Act as the liaison between Customers, Sales, Customer Success, Engineering and Marketing to internally align teams.
Required skills and competencies:
- Hands on work taking an enterprise SaaS product from concept to launch through Agile processes.
- Demonstrated understanding of and excitement about building for the Customer Support Customer Success persona.
- Excellent presentation, collaboration, and communication skills.
- Strong product design intuition and creativity especially in the context of solving customer problems and user experience.
- Work on delivering cloud platform products at scale.
- Hands-on software development experience, preferably in a fast-paced, Agile, start-up environment.
- Willingness to work West Coast hours for maximum collaboration with our team.
- Familiarity with data analysis and machine learning incorporated into enterprise SaaS products.
