Senior Product Manager, Product Led Growth

Helpshift

United States of America / Remote
  • Job Type: Full-Time
  • Function: Engineering Prod Mgmt/Dev
  • Post Date: 02/10/2021
  • Website: helpshift.com
  • Company Address: 343 Sansome St, San Francisco, CA, 94104

About Helpshift

Helpshift bridges the disconnect between conventional customer service channels—like email and phone support—and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered support platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Virgin Media, Zynga, Viacom, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly. To learn more about Helpshift, visit helpshift.com and follow @helpshift on Twitter.

Job Description

We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with Brands on their own time. Through our market leading chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents super powers with automations and AI that simply works. Companies such as Brex, EA, Square,  Tencent, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 820 million active monthly consumers and are enabled on 2B+ devices around the world with Helpshift. 
 
As Senior Product Manager, Product Led Growth (PLG) at Helpshift reporting to the Chief Market & Product Officer, you will be responsible for driving our product led growth. You will lead the PLG initiative for Helpshift, including a cross-functional growth team as the lead PM and work with design, engineering, marketing, sales and customer success to execute a PLG strategy that spans high velocity customer acquisition, frictionless self-service onboarding, habit-forming viral product features, and a highly efficient free-to-paid conversion engine.

Responsibilities

    • Set up data analytics and measurement infrastructure and establish a data-driven business process to guide product led growth strategy and execution. This system yields actionable intelligence that enables rapid experimentation (e.g. A/B testing) of product-led customer acquisition strategies, in-product try/buy/feedback and upgrade/renew experiences, product-led growth tactics/hacks, and campaigns to maximize conversion throughout the in-product customer journey.
    • Create a compelling product vision and apply user-centered design thinking to deliver an effective PLG experience to Helpshift customers and users. Evangelizes and articulates the product vision and roadmap with our leadership team to customers/prospects, sales, customer success, and product marketing team.
    • Establish and optimize the product-led customer journeys from product qualified lead (PQL) to loyal customer, including ownership of trial experiences, trial-to-paid conversion, self-purchasing, self-onboarding, self-adoption, self-upgrade, self-upsell of Helpshift capabilities, self-renewal, and in-product viral loops. Identify and reduce friction points in each step of the experience resulting in increasing speed of conversions, conversion rates, and product-sourced land & expand revenue.
    • Ensure product qualified leads from land to expand to upsell are efficiently handed to marketing/sales teams and are tracked to closed won, through tight alignment with marketing and sales. Integrate PQL pipeline generation and product-led deals into regular forecasting cadence on a weekly and quarterly basis.
    • Deliver positive NPS scores by partnering with product managers, designers, marketing ops, sales ops, technical support, and customer success, to deliver an end-to-end product experience that customers love.
    • Drive product delivery with agility, well-written documentation, and clear communications, partnering with design teams to articulate customer journey mapping, visioning, epics, user stories, designs sketches/wireframes, interaction flows, prototypes, and visuals to enable engineering teams.
    • Apply a data-driven approach to analyze and understand the market, customers, and competitors to inform decision-making, glean product insight, prioritize product initiatives, and to define success.
    • Interacts directly with customers, actively conducts continuous discovery and validation,  and establishes relationships with market leaders to gather critical insights while expanding the reach of Helpshift.

Requirements

    • Proven by track record of driving product led growth initiatives for commercially successful B2B SaaS companies.
    • Deep knowledge and command of product usage and user metrics and analytics, data science minded.
    • Ability to understand how to simplify customer journeys and product flows with a human-centered design approach.
    • Demonstrated ability to drive projects in partnership with cross functional teams, drive quick iterations, testing, and learning.
    • At least 7-10 years of experience across product management, product analyst/operations, product design, and/or growth marketing experience. You’ve managed products for B2B businesses/companies through the $25-$100M ARR phase. You have a proven ability to design, develop, and ship B2B SaaS using agile methodologies.
    • You are a master problem solver. You are highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, with a growth mindset. You can fail fast, take risk and learn fast.
    • You are focused and disciplined with a strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted.
    • You are data-driven yet biased to action. You know where to find and how to use data to inform decision making. You can make decisions with imperfect/missing information, but take calculated risks based on information you possess. You understand the importance of speed and you don’t get bogged down by ambiguity or analysis paralysis
    • You are highly strategic but can go deep. You have the ability to see and plan for mid- and long-term, connecting priorities to the company/product vision and roadmap, and translating that to actions and priorities for product teams.
    • You operate with the highest degree of integrity. You behave consistently based on high moral standards, do the right thing, and lead with intellectual honest
    • You constantly chase excellence and go to extraordinary lengths to deliver great outcomes. You’re open​ ​to feedback and new ideas, personal improvement, always raising the bar. You can lift up the team as a result.
    • You are a strong collaborator with high EQ and a sense of empathy. You know how to disagree-and-commit, can break down organizational barriers.
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers.
 
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.