Senior Product Manager

Summary

Join SupportLogic, a well-funded startup revolutionizing customer service with its AI-powered platform, SupportLogic SX™. As a Senior Product Manager, you will spearhead the roadmap, packaging, and documentation of new product features. You will work closely with customers and internal teams to define and prioritize features, ensuring a compelling user experience. This role demands strong collaboration, communication, and product design skills, along with experience in enterprise SaaS product development. You will act as a product evangelist and liaison between various teams. The ideal candidate possesses hands-on experience in Agile processes and a deep understanding of the customer support and success market.

Requirements

• 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

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