Helpshift bridges the disconnect between conventional customer service channels — such as 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 customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Coupons.com 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.
We are seeking a Manager, Product Marketing to join the product team. In this role, you will play a pivotal role in accelerating product performance including creating demand, improving conversion, driving adoption and growing customer relationships. You’ll be responsible for partnering with the product management team to define, launch and grow assigned products as well as drive cross-functional alignment to execute an effective go-to-market strategy. You will collaborate with other teams to develop programs that drive demand and engagement across the full customer lifecycle. You are obsessed with tracking product performance, leveraging qualitative insights, and have the data to prove what’s working and what isn’t. Note: This role will have a preference for candidates in the Bay Area or Dallas/Fort Worth area and will work with our teams in the US and India and few remote locations.
Responsibilities:
- Drive the launches and success of new product and business initiatives
- Own new product & business launches & collaborate across functions to drive overall awareness and adoption.
- Educate the sales team on the “so what” of new functionality by translating the what and the how to business and customer value
- Lead the customer facing go-to-market including sales strategy, competitive analysis, and positioning and messaging to ensure new initiatives land well with customers.
- Become a product know-it-all, that will inform & influence our overall product strategy.
- Go deep with our product team in understanding where the market and competition is going as well as what our customers need.
- Actively understand what customers love about new features and where there’s room for improvement.
- Drive customer adoption of new features and productsSet, monitor, & report out on product metrics and achievement versus goals. - Understand what’s going well and where we can improve.
- Work across functions to drive new product adoption through programs, initiatives, and communication channels.
- Position & sell the future to prospects and existing customers
- Continuously improve our product positioning and messaging and enable approved speakers to sell Helpshift’s future product vision.
Requirements:
- 3-4 years of product marketing experience, especially in B2B software or SaaS.
- Relishes the challenge of translating highly technical product offerings and concepts for a wide variety of audiences, elucidating the “why”, not just the “what”.
- A strong bias for action
- Customer-centric product marketer, who systematically dives into customer feedback (verbal and non-verbal) and marries it with market trends and competitive analysis to deliver compelling business cases on what we should build next.
- Loves leading, motivating, and wrangling cross-functional teams to deliver on launch plans.
- Uncanny ability to position and market both sexy and unsexy features to give them new perspectives and compelling customer value.
- Creative problem-solver who digs into root causes analytically, instead of relying on intuition.
- Startup experience is a must Passion for great customer service
- Background in customer service, gaming and or/mobile is highly desirable
- Experience with chatbot/AI technologies is a huge plus