Product Manager- Customer Engagement Platform
Powerverse Development Ltd
- Kuala Lumpur
- Permanent
- Full-time
design, implement, and enhance features of the Customer Engagement Platform to facilitate outstanding sales and service experiences.Key Responsibilities:
- Develop and execute a cohesive strategy for our Customer Engagement Platform, that aligns sales, service, and marketing capabilities with business objectives.
- Identify opportunities for process optimization and automation to improve sales efficiency, service delivery, and marketing effectiveness.
- Define key performance indicators (KPIs) that will ensure we focus on the best customer outcomes, and develop and track meaningful metrics to measure the success of customer engagement initiatives.
- Work closely with technical teams to priorities and deliver features, ensuring timely releases and high-quality implementations.
- Evaluate, select, and integrate solutions that address specific business needs and expand the core capabilities provided by Salesforce, HubSpot, and Braze.
- Measure and analyze product performance using key metrics, and optimize the Customer Engagement Platform based on data-driven insights.
- Conduct research and user feedback analysis to identify opportunities for enhancing the Customer Engagement Platform
- Keep abreast of the latest trends in customer engagement technologies and best practices, incorporating innovative ideas into the product roadmap
- Develop and maintain comprehensive product documentation, including user stories, use cases, and process flows.
- Lead cross-functional teams in agile development processes, fostering collaboration, transparency, and efficiency
- Advocate for the customer within the organization, promoting a customer-centric culture and putting customer needs at the forefront of decision-making processes.
- Experience: At least 18 months experience in product management, with a strong focus on CRM and marketing technology platforms, preferably in a fast-paced, technology-driven environment.
- Education: A bachelor's degree in Business, Marketing, Computer Science or a related field is desirable but not essential.
- Technologies: Experience working with Salesforce Sales Cloud and Service Cloud, and/or HubSpot, Braze and similar platforms is essential.
- Data Proficiency: Proficiency in using customer engagement tools, CRM software, and analytics platforms that will underpin the digital experience.
- Industry Knowledge: Experience in working to bring sustainable technologies to market, or in the energy or energy management sectors will be advantageous.
- Analytical Skills: Strong analytical and problem-solving abilities with the capacity to use data to draw insights, make informed decisions, and drive actions.
- Customer-Centric Mindset: Deep empathy for customers and a passion for creating exceptional customer experiences.
- Communication Skills: Proven ability to collaborate effectively with cross-functional teams and present insights to stakeholders at all levels.
- Project Management: Demonstrated ability to manage multiple projects simultaneously, set priorities, and meet deadlines.
- Strategic Thinking: Proven experience in developing digital product strategies aligned with business objectives.
- Innovation and Creativity: A forward-thinking mindset with the ability to come up with innovative ideas to enhance customer engagement.