Staff Product Manager, Support & Services Systems

Who you are

You have extensive experience in product management, particularly in managing customer-facing systems and technologies. Your background includes working with Salesforce products, and you understand how to leverage technology to improve customer support and success. You are a collaborative team player who thrives in a remote-first environment, and you are passionate about putting customers first. You have a strong vision for product development and can prioritize effectively to deliver impactful solutions. You are also familiar with AI technologies and how they can enhance customer experiences.

Desirable

Experience with AI-driven solutions and a strong understanding of customer support processes are highly desirable. Familiarity with professional services operations will give you an edge in this role. You are comfortable working in a fast-paced environment and can adapt to changing priorities while maintaining a focus on customer satisfaction.

What you'll do

As the Staff Product Manager for Support & Services Systems, you will own the product roadmap for Salesforce Service Cloud and Experience Cloud. You will define and prioritize features that enhance customer support operations, ensuring that our systems meet the needs of both customers and partners. You will collaborate closely with engineering and design teams to deliver high-quality solutions that improve efficiency and satisfaction. Your role will involve conducting user research to gather insights and feedback, which will inform your product decisions. You will also be responsible for analyzing metrics to measure the success of implemented features and iterating on them based on user feedback.

You will lead cross-functional teams in the development of new features and enhancements, ensuring alignment with company goals and customer needs. Your ability to communicate effectively with stakeholders will be crucial as you advocate for product initiatives and drive their execution. You will also explore how AI can be integrated into our support systems to streamline processes and improve customer interactions.

What we offer

Cribl offers a unique company culture that values collaboration, curiosity, and a sense of humor. As a remote-first company, we empower our employees to work from anywhere, providing the flexibility needed to do their best work. You will have the opportunity to make a significant impact on our customer relationships and contribute to the company's growth. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.