About SupportLogic
SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations. Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.
We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies. We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.
The Role:
We are looking for a Senior Product Manager who will be responsible for managing the roadmap, packaging, and documentation of new product ideas for our SupportLogic SX Platform. The ideal candidate will successfully build and iterate on our products by maintaining a great understanding of our customers and the market.
Responsibilities:
- Hands-on Product Owner who will work with customers and prospects to define and prioritize new features and enhancements focused on customer needs.
- Represent the customers' voice to our internal teams, creating compelling user experiences, and defining key product metrics to measure the success of features.
- Partner closely with UX designers, Engineering team, and customers to define user stories, providing feedback on suggested UI designs and explaining requirements.
- Collaborate with Engineering to manage phased roll-outs of complex product features incorporating and explaining priority, quality and delivery trade-offs.
- Act as a product evangelist and thought leader at external forums, conferences, webinars and with our Customer Advisory Board.
- Act as the liaison between Customers, Sales, Customer Success, Engineering and Marketing to internally align teams.
Required skills and competencies:
- Hands on work taking an enterprise SaaS product from concept to launch through Agile processes.
- Demonstrated understanding of and excitement about building for the Customer Support Customer Success persona.
- Excellent presentation, collaboration, and communication skills.
- Strong product design intuition and creativity especially in the context of solving customer problems and user experience.
- Work on delivering cloud platform products at scale.
- Hands-on software development experience, preferably in a fast-paced, Agile, start-up environment.
- Willingness to work West Coast hours for maximum collaboration with our team.
- Familiarity with data analysis and machine learning incorporated into enterprise SaaS products.
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What We Do
Our core values are: Foundation of Trust, Insight Drives Decisions, People First Innovation, and Conscientious (of the world around us). We help Support people get yelled at less....and we're just getting started. How? Using natural language processing, SupportLogic delivers the world’s first proactive customer support experience (SX) platform that enables companies to understand and act on the voice of the customer in real-time to immediately improve service delivery and build healthy and profitable customer relationships. SupportLogic SX uses AI to extract and analyze customer signals from both structured and unstructured data across multiple service channels and provides recommendations and intelligent collaborative workflows. SupportLogic is proud to help global enterprises like Qlik, Nutanix, Databricks and Rubrik to transform their support organizations and evolve from reactive to proactive service delivery.
Why Work With Us
Our bi-weekly all-hands meetings always begin with laughter. Our team is dedicated to our mission of using NLP to extract signals from unstructured data to improve business processes. We work with integrity, creativity, and deep focus on doing what's right for our customers. We strive for balanced lives and celebrate success, efforts, and learning.
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