ZenBusiness · 3 days ago
Staff Product Manager
United States
Full-time
Remote
Lead/Staff
8+ years exp
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Hiring Manager
Jaenn Jo
Insider Connection @ZenBusiness
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Responsibilities
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.
Qualification
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Required
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.
Preferred
Start-up Experience: Ability to adapt and contribute in fast-paced, agile environments.
Salesforce: Familiarity with Salesforce for CRM management and data-driven sales processes.
Data Analytics Tools: Exposure to Snowflake for data warehousing and Tableau for data visualization.
AI-Based Call Center Solutions: Experience with AI solutions to drive self-service and enhance customer support.
Robotic Process Automation (RPA): Knowledge of RPA technologies like UIpath to streamline workflows.
Optical Character Recognition (OCR): Understanding of OCR solutions for automated data capture.
Mixpanel: Familiarity with Mixpanel for user behavior analysis and product insights.
Benefits
Medical
Vision
Dental
Disability
Life insurance
Parental leave
Military leave
Employee assistance program
401k + match
Annual bonus
Pet insurance
RSUs
Paid parking
10 paid holidays
Company
ZenBusiness
Small business simplified. One easy platform, everything you need to launch, run, and grow a successful business. #ownwhatsyours
201-500 employees
H1B Sponsorship
ZenBusiness has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
$276.96MKey Investors
Oak HC/FTCathay InnovationGreycroft
2022-09-20Series Unknown· $2.46M
2021-11-09Series C· $200M
2020-11-19Series B· $55M
Leadership Team
Ross Buhrdorf
Co-Founder and CEO
Art Flores
Co-Founder, SME and Director of Customer Success
Recent News
2024-10-18
2024-05-17
Company data provided by crunchbase
