Product Manager (Service Cloud)

"Certified a Great Place to Work in India, Maropost transforms marketing, merchandizing and operations with commerce tools designed to scale with fast growing businesses. Driven by curiosity, creativity, and collaboration we power 5,000+ global brands.

We believe in fostering a learning culture where everyone can thrive. If you have a passion for innovation and a drive to create, youll find a career here. If youre ready to make a significant impact and be part of our transformative journey, Maropost is the place for you.

Become a part of Maropost today and help shape the future of commerce!

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About the Position

We are looking for a Product Manager to help build our next generation of omni-channel customer service tools, working closely with customers, design and engineers to help our users put their customers first. This role requires a customer-obsessed strategic thinker with a deep understanding of technology, UX / UI, market trends, and customer needs. The successful candidate will collaborate with cross-functional teams to deliver products that meet business objectives and drive customer satisfaction. The person in this role to help us discover and build our Service Cloud solution that retailers use to engage with and support customers.

Additionally, as a key member of the product team, youll be responsible for identifying new product opportunities, defining product strategy, and driving the product development process from ideation to launch. This role will operate in highly ambiguous environments and will need to be able to get to actionable insights quickly, make decisions and find valuable problems to solve for customers.

You ll spend a lot of your time talking to customers, understanding their problems, and validating that your solutions solve a real problem for them. You will also hold the team accountable for building the right thing by setting goals, measuring success, and sharing learnings. As the main point of contact for internal external stakeholders on the parts of the product you own, by the end of your first 90 days you ll be expected to be an expert on Maropost s customers and their needs.

What you ll be responsible for

• Work with the VP of Product to create a vision and strategy for the Maropost Service Cloud that furthers the company goals and vision
• Deeply understand the market and customer needs to identify compelling service/support problems worth solving and the viability of solutions, in partnership with design, marketing, and engineering
• Build toward clear outcomes and understand how to shift priorities, plans and stakeholder expectations to achieve goals
• Validate, plan, deliver and analyze impactful enhancements and new products
• Clearly define success metrics for individual roadmap projects that map to strategic company goals
• Understand the product-development process and continually find ways to make your team members more efficient and customer centric
• Bring others along in the process (Sales, Customer Success, Execs, partners, etc.), and align teams with a clear message
• Coordinate with other product managers and designers to ensure the cohesiveness of the overall user experience
• Rally internal stakeholders and customers around your solutions and build a sense of excitement and anticipation for every new product release

What you ll need to bring to Maropost:

• 5+ years product management experience, building and shipping successful SaaS product and features, with at least 2+ years of experience in helpdesk, ecommerce, or marketing SaaS solutions.
• Product management skills: ability to plan, set expectations, make and meet commitments and provide structure to cross-functional teams.
• Excellent analytical, problem-solving, and decision-making skills.
• Experience with Agile/Scrum methodologies, team structure.
• Knowledge of what great design looks like, how it can foster product-led growth, and care about delivering experiences modern consumers will enjoy
• Ability to translate customer needs into technical requirements, grasp technical details and understand technical constraints when working with engineers
• Ability to build trust easily with collaborators and listen well, while also knowing how to push forward independently where needed
• A love for tackling hard problems and coming up with elegantly simple solutions
• Experience implementing AI-driven solutions preferred

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Equal Employment Opportunist:

Maropost is deeply committed to promoting diversity, advancing equity and fostering a culture of inclusion. Therefore, we invite applications from marginalized and equity-seeking groups. Individuals seeking employment at Maropost are considered without regards to race, colour, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please feel free to reach out to the recruitment team for any accommodation requests or questions.