Apply📍 United States
🧭 Full-Time
🔍 Business support services
- 8+ years of experience leading product initiatives for customer support systems that drive operational efficiency and customer satisfaction.
- Extensive experience in leading product development teams with accountability for multiple products and diverse customer journeys.
- Excellent stakeholder management skills.
- Ability to ruthlessly prioritize the highest value work.
- Experience working on internal stakeholder solutions.
- Passionate about using technology to delight internal and external customers.
- Experience with AI-powered customer support tools and automation technologies.
- Track record of successfully leading Agile scrum teams to deliver software frequently and on time.
- Hands-on familiarity with call center containment data and understanding of how to use metrics to reduce friction and increase adoption.
- Forward-thinking mindset, committed to developing product offerings that meet and exceed customer expectations.
- Define and execute the product roadmap for Customer Success within Business Systems, focusing on operational efficiency and customer satisfaction.
- Leverage third-party solutions (e.g., Salesforce, telephony, chat solutions, RPA, AI) to enhance customer and internal user experiences.
- Conduct needs analyses through data reviews and user feedback to recommend strategic tools for best-in-class customer care.
- Research market trends, technology, and competitors in customer support to inform strategy.
- Foster a feedback loop with other product teams to improve customer and user experiences.
- Utilize AI insights to enhance containment strategies in customer support.
- Support the rollout of tools and processes to optimize customer service and drive self-service adoption through tools assessments, RFPs, and demos.
- Monitor customer adoption and satisfaction with new features, focusing on operational gains.
- Lead continuous improvement within the product lifecycle, identifying efficiency and cost savings opportunities.
- Work closely with internal customer success stakeholders to identify pain points and opportunities for innovation.
- Collaborate with engineering, design, and third-party vendors to integrate and optimize third-party tools that meet business needs.
- Leverage data and analytics to assess and continuously improve product performance, customer satisfaction, and system efficiencies.
- Communicate effectively and manage expectations with key stakeholders, including senior leadership, customer success teams, and external partners, to align product goals and progress.
LeadershipAgileSalesforceSCRUMSnowflakeTableauProduct DevelopmentStrategyCustomer service
Posted 2024-11-13
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