Product Manager, Self-Service at Outreach
Sorry, this job was removed at 11:07 a.m. (PST) on Friday, February 19, 2021
As the product manager, Self-Service you will own the development and management of the Outreach self-service experience for our Customers across a portfolio of offerings, including in-product messaging, Support and Success websites, enablement campaigns, and internal content systems.
Your deep understanding of the Outreach platform and our Customers will empower you to design self-service experiences that reduce friction throughout the customer journey and drive adoption. You’ll partner with our post-sales stakeholders and content specialists, to ensure that we’re delivering impactful content, at the right time, to the right personas.
Your Daily Adventures Will Include:
- Work with cross-functional stakeholders to define strategy across our portfolio of one-to-many programs with direct ownership of in-product help and the Support website
- Define goals and success metrics for the overall self-service experience
- Develop and manage roadmaps towards launch of new and/or improved self-service offerings such as AI and ticket routing
- Partner with internal operations leaders to enable integrated workflows across systems
- Develop proactive messaging and alerts to notify Customers of potential issues, new releases, and best practices
- Facilitate Outreach’s Post-Sale Content Committee, a cross-functional steering committee to drive alignment on use cases, modalities, messaging, and requirements
- Partner with Marketing to ensure branding and messaging for self-service offerings are aligned across experiences
- Implement review and approval process for Customer-facing assets
- Partner with Success Insights Leader to measure impact on user behavior to influence overall strategy
- Provide stakeholder readouts on overall impact and recommended areas for investment
- Prioritize post-sales rep and customer feedback to continuously iterate on the self-service customer journey
- Drive an overall reduction in basic Support contacts and improve delivery and resolution time for complex issues
Basic Qualifications:
- 5 years experience in program or product management implementing self-service or one to many customer solutions
- 2 Years experience in website management and usage of web monitoring tools such as Google Analytics, Optimizely, Siteimprove
- Experience developing in-product workflows with Pendo, WalkMe, or other messaging platforms
- UI/UX for customer-facing properties and understanding of Customer Experience design principles
- Ability to break down ambiguous problems into concrete, manageable components and execute optimal solutions
- Ability to lead through influence and build trust across Success stakeholders
- Ability to understand deep technical aspects of a product and educate others using simplified explanations
- Ability to create measurable customer experiences and their impact on the business
- Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
- You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion.
Preferred Qualifications:
- Experience with the technologies we use, including Zendesk, Tableau, Jira/Confluence, Excel, and Salesforce
- Experience managing Communities, Forums, Social Media, and Artificial Intelligence
- Content Management and CMS background
- Background in Customer Support or Customer Success roles
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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