JOB TITLE: Product Manager, Client Experience
REPORTING TO: Chief Product Officer
LOCATION: CANADA (Toronto Area)
Listen to our CEO, Cory York to learn more about Webware: https://vimeo.com/412805300/7bd2ba7a4c
OVERVIEW
We are looking for an experienced Product Manager with a Customer Success focus to be responsible for the client experience of Webware's Digital Marketing Services. The ideal candidate has experience with digital marketing tools and services for SMBs, and has developed client journey roadmaps, client personas and implemented strategies to create more client satisfaction, reduce their effort when using our services and lower churn. They must have a proven ability to drive business results with data-based insights and must be comfortable working with a wide range of stakeholders and functional teams.
RESPONSIBILITIES:
- Lead development of and analysis of Webware’s end-to-end client journey, identifying key client experience gaps and pain points
- Strategically influence service processes as well as product roadmaps to deliver the optimal client experience
- Develop and champion a seamless end-to-end customer experience that eliminates current pain points
- Aggregating various client data points to influence future services, tools and product feature-sets and drive prioritization of new experiences
- Create scalable processes to continually monitor and optimize client experience
- Define longer-term transformational opportunities for our product experience
- Work cross-functionally with customer success, client operations, revenue operations and other teams across the organization to identify, prioritize, design and deliver an excellent customer experience.
- Work with stakeholders throughout the organization to develop and recommend improvements to core services and processes
- Own all CX metrics such as Customer Satisfaction, NPS, Customer Effort and Churn.
- Leverage available customer feedback surveys and other client experience data to drive client experience optimization and improvement roadmaps
PERSONAL ATTRIBUTES:
- Excellent interpersonal skills, ability to manage, and motivate team members
- Passionate about Customer Experience
- Purpose and results-driven while being adaptable and flexible
- Strategic thinking/ business knowledge: natural business acumen
- Ability to see the big picture, the interconnectedness of decisions and activities across various teams
- Strong problem solving and creative skills
- Ability to exercise sound judgment and make decisions based on accurate and timely analysis
- High level of integrity and dependability with a strong sense of urgency and results-orientation
- Strong track record in thriving in a high energetic, fast-moving environment
EXPERIENCE:
- 4+ years managing and delivering results in a product management role with and emphasis on customer experience
- Excellent cross-functional project management skills
- Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives
- Excellent quantitative data analysis, critical-thinking skill and problem solving skills
- Proven success in delivering online products and services in a high growth environment
- Ability to work in a deadline-driven work environment with a strong attention to detail
- Demonstrated ability to work cross-functionally with engineering, design, and project management counterparts to deliver online products/services demonstrated ability to understand and discuss technical concepts, manage tradeoffs and evaluate opportunistic new ideas with internal and external partners
- Experience working with virtual and international teams, managing diverse, multi-geography workforce across Canada, US, India
- Work experience at a SAAS or technology company preferred
