Support Product Manager
hace 5 días
**Job Description:**:**We are looking for an experienced, dedicated, detail-oriented Product Manager who is passionate about helping drive the success of our internal technical customer support tools. You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out internal products that deliver the company’s vision and strategy.**
**Responsibilities**:
- Identify and communicate customer needs and pain points to improve customer experience and drive efficiency
- Create buy-in for the product vision both within Support and with key external partners
- Work with our UX designer to translate product strategy into detailed requirements and prototypes for our developers
- Scope and prioritize activities based on business impact
- Manage the release cycle for your products from specs to implementation
- Work closely with engineering team to drive internal product launches
- Keep team and documentation updated on feature and functionality updates
- Troubleshoot bugs/functionality misunderstandings with internal users
- Act as a product evangelist to build awareness and understanding
- Possess strong analytical skills to make data-informed decisions
**Requirements**:
- Proven track record of managing all aspects of a successful product throughout its lifecycle (3 years minimum experience)
- Skilled at working effectively with cross functional teams in a matrix organization
- Excellent written and verbal communication skills
- Able to develop documentation for user processes and procedures
- Has experience working in short, fast-paced development cycles to deliver results quickly
**Plus**:
- Experience with Salesforce a bonus but not required
- Experience in a Support organization also a plus
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