Product Manager for Customer Success / Support (Consumer Products)

Job Description

We're seeking innovators - product managers who seek to design new products, designing state-of-the-art products that do not exist today. These PMs care greatly about the customer experience and bring new ideas to develop security disciplines to solve real-world problems. Collaboration is at the heart of our culture and we need engineers who can communicate at a high level and work well with multi-functional teams towards achieving a common goal.

As a key member of our Consumer Group, you will be responsible for designing and articulating our customer support function and experience. This will involve designing a platform that will serve both our customer support team members on the front lines and most importantly, our customers. You will work closely with the product teams to ensure our customer support platform provides needed capabilities tailored for our Consumer product and services.

Your Impact

Define the Consumer customer support platform that will serve consumer, SMB and enterprise customers

Deliver key innovations that will help customers get to resolution faster and with the least amount of friction

Work with the Consumer product team to develop capabilities that will address top product questions, needs and issues in an as automated fashion as possible

Be the expert on state-of-the-art tools and technologies in the support industry

Drive partnership and external technology evaluations, negotiations and onboarding of partners

Support the bring-up of a new customer support function from a platform and technology perspective

Work closely with the product team to ensure the customer support platform scales to predefined user experiences (e.g., mobile app)

Develop, lead, and communicate product roadmap all internal key team members

Drive engineering team and deliver high-quality products

Qualifications

3+ years of product management experience

Experience working with customer support tools, platforms and technologies

Experience NLP, machine learning and chatbots preferred

Provide ability to set a vision, define product strategy, and drive alignment across multiple teams

Excellent written and verbal communications skills

Strong desire to take ownership of the full product lifecycle

Strong teammate who is able to lead and support to cross-functional teams

Proven analytical and problem-solving skills

Experience with firewalls, networking, and/or security products is a plus but not required

BS in a technical field (e.g. EE. CS); MBA desirable

Additional Information