Product Manager I

Achieve strong product market fit with a simple-to-use, but high-quality solution for our end-user personas. Incorporated disciplined customer discovery techniques and user-centered approach to product design, aligned to our focused GTM strategy. Delivered a 3-4X increase in End-user adoption/usage.

Effectively define product requirements by leveraging deep domain knowledge of End-user users, frequent customer validation throughout the PM life cycle (discovery, design, pre-sales, post-sales, adoption, usage, expansion, and renewal), Customer Advisory feedback, Product Council feedback and product usage data to solve end-user s most pressing pains. Effectively communicate OKR-based requirements to Engineering, collaborate well with Design, Development, and Quality through the entire product management life cycle, and provide ongoing visibility with proper expectation setting with internal stakeholders and customers. Measure by on-time delivery, low customer found defects/bugs, and increase adoption/usage by end users.

Drive the defined vision and strategy for the End-user Experience and maintain differentiation with superior design and/or functionality that helps End-user effectively access in-app Help Support services. Drive the product roadmap for End-user Experience aligned to our market expansion strategy while maintaining customer happiness, measured by improved win rates against Zendesk (25% increase in wins) in new/existing market segments while maintaining low churn (less than 10% of customers switching to a different helpdesk/End-user experience tool).

Partner with product marketing, sales, and customer success to execute on growth and adoption of the End-user Experience and deliver on low cost of implementation and support. Measure by decrease in trouble tickets and zero/minimal CS implementation hours.

Effectively managed customer issues and expectations through direct engagement with customers, sales, and CS to drive share roadmap, resolve product issues, and to deliver on product commitments on time and according to customers expectations.