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Product Manager - Customer

About MoEngage



MoEngage is an Intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.

Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Sharechat use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 80 billion messages to 900 million consumers every month!

Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

Our last round of Series D funding of $30 million in Dec 2021 accelerates our vision to create impeccable customer experiences for our customers globally. We have recently crossed 500+ headcount milestones and are still growing.

At MoEngage, we are passionate about our team and technology . We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class team.


Role

As a Product Manager for MoEngage Customer Experience, you will be responsible & working on delivering a industry-leading Product support experience for our customers.

You will help identify product opportunities, launch products (external and/or internal), documentation, SOPs and policies that result in delivering a delightful customer experience.


Charter would include

  • Analyze customer queries/issue to identify, prioritize & solution the recurring, most-important, and urgent ones.
  • Create products for Support automation, issue self-debugging, identify the most common issues being faced by customers, and develop the right solutions for them
  • Build & launch products and features that solve customer problems and help them to achieve more from MoEngage’s products e.g. Improve customer Knowledge base for customers & customer-success teams to help them solve issues better/faster
  • Synthesize and drive product inputs from interactions with customers, CX stakeholders, competitive insights, and market trends; build and manage an actionable product roadmap
  • Collaborate with engineering, customer success, support, and design teams to ensure alignment on roadmap, prioritization, product delivery and internal/external adoption
  • Write detailed product requirements and end-to-end use cases with effective user stories for engineering & design teams
  • Assess current competitor offerings, seeking opportunities for differentiation

Knowledge, skills & experience:

  • 2-4 years in software product management with a consistent record of timely and quality delivery of software products; Overall 3-5 years of experience
  • Ability to identify short-term fixes/hacks, and automation opportunities to avoid creating a large backlog
  • Create a large picture view for tickets across customers, so that we identify & solve the core problem rather than solving each ticket individually
  • Understanding of B2B SaaS products is a must
  • Basic understanding of software-technologies, SDKs, APIs, computer networks, software architecture
  • Experience in creating clear, detailed low-fi or high-fi mock-ups using Balsamiq, Figma etc
  • Experience on Product Management tools like JIRA, Confluence
  • Effective prioritization with ability to juggle several initiatives and shift priorities as needed
  • High bias for action with demonstrable history of identifying and resolving cross-project interdependencies
  • Data Driven with proficiency on data querying and analysis; Experience with tools like SQL, Excel, Tableau, Qlikview etc. is preferred
  • Exceptional communication skills (verbal and written) with a knack for storytelling

Company
Moengage
Posted
07/14/2022
Location
bangalore, KA, IN