At SkyKick, you’ll quickly discover the intersection where passion meets impact. Whether you’re located in our Seattle headquarters or in one of our four global offices, every individual is valued and part of the SkyKick family.

What you’ll do

Would you like to build services in the Cloud? Do you want to revolutionize the way small and medium size businesses are managed in the Cloud? Do you want to have direct and immediate impact on hundreds of thousands of users that access SkyKick services through global Fortune 500 companies? If so, this is your opportunity to join a fast-growing company and a fantastic team with a bold vision for the Cloud.

SkyKick’s Platform Services team enables distributors and others to sell and manage SkyKick products directly and through worldwide marketplaces, while also providing a wide range of services used by all SkyKick products, including user registration, authentication, purchase, and many other customer-facing features. As the Customer Experience Product Manager, you will be the product and business owner responsible for all aspects of customer success with those services. You will work with our talented marketing and engineering teams to collect and assess user behavior data, drive improvements in our services to increase usage and decrease churn, and deliver world-class products and services used globally by Software Distributors, Re-sellers, Telecommunication Giants, and Hosters, as well as internal needs.

This position reports to the Senior Director of Product Management for Platform Services.

In this role:

• You will develop detailed knowledge of specific market segments, target customers, and SkyKick products.
• You’ll perform market research and competitive analysis to identify new opportunities for SkyKick to innovate on behalf of our customers.
• You will define and drive Business Intelligence from a Product perspective, with a focus on analytical Customer Relationship Management, including product instrumentation (Google Analytics/Google Tag Manager, HotJar, etc.), customer segmentation to assess critical success metrics (LTV, LTD, ARPU, etc.), and so on.
• With the Design team, you will define and drive Customer Experience improvements, including the portal user experience, First Run/OOTB, Tours, Help Center, and others.
• You will define and deliver the customer engagement plan and enablement, ensuring that key internal and external stakeholders have what they need to be successful.
• You’ll serve as the Product Owner, including defining, delivering and managing the product and business metrics, as well as the product backlog - writing epics, features, and stories.
• You will develop and foster key cross-functional relationships across SkyKick’s Product, Engineering, Support, Marketing, and Sales teams.
• You’ll partner closely with the Senior Director of Product Management and other members of the team.

The expertise you bring:

• A degree in Computer Science, Web Design, Business Analytics or similar.
• Demonstrated knowledge of analytical Customer Relationship Management, customer segmentation, behavioral data collection and analysis, etc.
• Prior web analytics experience, particularly in SaaS, including a focus on understanding and correcting user journey pain points from first registration to active use.
• Expert-level skills and experience with Google Analytics/Google Tag Manager, including
  • 2 or more years of certification in Google Analytics.
  • Have worked in GA, GTM, Data Studio, and Optimize Google Tools.
  • Have configured GA for global companies, multi-domain sites, SaaS sites, and e-commerce sites.
  • Have experience with event tracking – can setup tags, triggers, and variables in GTM and corresponding Goals in GA for evergreen and campaign efforts.
  • Agency experience is a plus.
• Expert-level dashboard reporting skills and experience, including building reports in Google Data Studio (and other platforms) that pull data from multiple sources and include live updates.
• 3-5 years of consumer or enterprise software product management or similar experience, ideally at a mid-to-large software company, and likely with Cloud Services/SaaS.
• Experience with Agile Methods, particularly Scrum.
• Business Management experience – creating and tracking KPIs against business objectives for a product suite.
• Proven ability to interact with and present to senior executives, customers, etc.
• Demonstrated leadership & passion, a history of accomplishments, willingness to learn, and is a team player.

Who we are:

We’re on a mission to help IT partners be more successful in the cloud, and we’re just getting started. Our products are 100% partner channel focused and have helped over 20,000 global partners build successful cloud businesses by making it easy to migrate, backup, and manage their customers in the cloud.

SkyKick has fantastic benefits and perks, but at the end of the day, we are here for the opportunity to grow, learn, and affect the industry with incredible creativity. Apply today and find out more about what you can expect from a career at SkyKick!

SkyKick is an Equal Opportunity Employer