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Company: Multinational Computer Document Software Company
Job ID: AD-166916
Title: Product Services Experience Program Manager
Location: San Jose, CA
Pay rate: Market Competitive
Keywords: 3-5 years of experience, program leading, product management, data analyst, customer research, performance measurement
多媒体软件公司招聘 Product Services Experience Program Manager，工作地点在San Jose, CA，要求有3至5年的相关经验，有能力领导和负责开展的项目和活动，熟练运用data analyst, customer research, performance measurement等技能，具体工作内容和要求请参见后文。
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Job Description:
We are looking for an experienced program manager professional to work on Product Services Experience team for Customer Success. S/he will work closely with all functions (including product, engineering, customer support, sales, and marketing) for a designated group of programs to drive customer success and retention across all products in the business. Partnering with relevant teams, s/he will oversee management programs, including escalations, will process lead actions and will manage the JIRA site. The candidate will offer presentation support, create and issue storyboards and arrange team events. There is an administrative support function in the candidate's duties as well involving team calendaring and scheduling of multiple meetings over multiple departments. We are looking for someone who can see the big picture, can help alleviate workload and overall support the team members.
Responsibilities:
• Issue CC portal issue escalation program and act as the process lead for this escalation
• Manage and support the JIRA site and initiate changes, forecast impending requirements and update to reflect currentand future activities
• Manage communication programs including presentation support, Digital Media issue storyboarding.
• Manage logistics and scheduling for team events
• Control CX award and recognition activities and communication
• Administrative support for the team including calendaring, scheduling and other group process requirements
Requirements:
• 3-5 years relevant experience
• Passion for customer success
• Should be equally comfortable working in a program and product management capacity, both are required for success.
• Fluency with data analysis, customer research, and performance measurement
• Commitment to detail and a bias toward repeatable process.
• Proven track record of success in elevating and addressing customer issues across the product lifecycle, from identifying market problems and defining market solutions to launching and conducting post-launch evaluations and ongoing improvements.
• Experience collecting, synthesizing, and prioritizing product input from multiple sources (customer users / buyers, competitive products, potentials,evaluators, testers, partners, engineering, management, etc.).
• Has deep understanding of our products and the competitive space in which weoperate.
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