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Product Manager I

●      Achieve strong product market fit with a simple-to-use, but high-quality solution for our end-user personas. Incorporated disciplined customer discovery techniques and user-centered approach to product design, aligned to our focused GTM strategy. Delivered a 3-4X increase in End-user adoption/usage.                                                                 

●      Effectively define product requirements by leveraging deep domain knowledge of End-user users, frequent customer validation throughout the PM life cycle (discovery, design, pre-sales, post-sales, adoption, usage, expansion, and renewal), Customer Advisory feedback,  Product Council feedback and product usage data to solve end-user’s most pressing pains. Effectively communicate OKR-based requirements to Engineering, collaborate well with Design, Development, and Quality through the entire product management life cycle, and provide ongoing visibility with proper expectation setting with internal stakeholders and customers. Measure by on-time delivery, low customer found defects/bugs, and increase adoption/usage by end users.

●      Drive the defined vision and strategy for the End-user Experience and maintain differentiation with superior design and/or functionality that helps End-user effectively access in-app Help & Support services. Drive the product roadmap for End-user Experience aligned to our market expansion strategy while maintaining customer happiness, measured by improved win rates against Zendesk (25% increase in wins) in new/existing market segments while maintaining low churn (less than 10% of customers switching to a different helpdesk/End-user experience tool).                                                                  

●      Partner with product marketing, sales, and customer success to execute on growth and adoption of the End-user Experience and deliver on low cost of implementation and support. Measure by decrease in trouble tickets and zero/minimal CS implementation hours.                                                                             

●      Effectively managed customer issues and expectations through direct engagement with customers, sales, and CS to drive share roadmap, resolve product issues, and to deliver on product commitments on time and according to customers’ expectations.

 

●      Domain Understanding​: 3-5 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must.

●      Product Management Excellence​: Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies.

●      Market Listening and Knowing the Customer: 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences.

●      Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking.

●      Focused and disciplined: strong ability to prioritise, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted.

●      Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis.

●      Strategic: 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.

●      Integrity​: behaves consistently based on high moral standards, does the right thing, leads with intellectual honesty.

●      Chasing excellence: goes to extraordinary lengths to deliver great outcomes, ​open​ ​to feedback and new ideas, personal improvement, always raising the bar. Can lift up the team as a result.

●      Strong collaborator:​ high EQ and sense of empathy. Knows how to disagree-and-commit, can break down organisational barriers.

Hybrid setup

Worker's insurance

Paid Time Offs

Other employee benefits to be discussed by our Talent Acquisition team in India

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

What You Should Know About Product Manager I, Keywords Studios

Are you ready to make a significant impact as a Product Manager I at Helpshift? We're looking for someone who can achieve exceptional product-market fit by creating a high-quality, user-friendly solution for our end-user personas. In this role, you will employ disciplined customer discovery techniques and a user-centered approach to product design that aligns perfectly with our go-to-market strategy. Imagine delivering a remarkable 3-4X increase in end-user adoption and usage! Your expertise in defining product requirements will shine as you leverage your deep domain knowledge of end-users and validate continuously through the product management lifecycle. Collaboration is key here, and you’ll work closely with Engineering, Design, and Development to ensure smooth delivery and execution. You’ll drive a vision and strategy for the End-user Experience that differentiates us from competitors and contribute to a product roadmap that reflects our market expansion goals. With a strong focus on customer happiness, you’ll measure success through improvements in win rates and minimal churn. This position certainly requires someone with solid experience as a product manager in the B2B tech space, particularly with direct knowledge of customer service processes and agile methodologies. If problem-solving, data-driven decisions, and strategic planning are your forte, you might just be the perfect fit for our vibrant team at Helpshift, where we celebrate diversity and strive for excellence every day.

Frequently Asked Questions (FAQs) for Product Manager I Role at Keywords Studios
What responsibilities does the Product Manager I at Helpshift have?

The Product Manager I at Helpshift will be responsible for achieving product-market fit, defining product requirements, and ensuring seamless collaboration throughout the product management lifecycle. This role includes conducting customer discovery, validating ideas with users, and communicating objectives clearly with engineering and design teams to enhance end-user adoption.

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What qualifications are required for the Product Manager I position at Helpshift?

To qualify for the Product Manager I role at Helpshift, you should possess 3-5 years of experience in product management within the B2B tech space. Familiarity with customer service tools, experience in managing SaaS products, and a strong understanding of agile methodologies are essential. Excellent communication skills and the ability to empathize with users are crucial.

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How does Helpshift measure success for the Product Manager I role?

Success for the Product Manager I at Helpshift is measured by several key performance indicators, such as on-time delivery of product features, low customer-reported defects, and a notable increase in end-user adoption. The role also emphasizes customer satisfaction and happiness through improvements in win rates and minimal churn.

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What is the team environment like for a Product Manager I at Helpshift?

The team environment for a Product Manager I at Helpshift is collaborative and dynamic. You’ll frequently partner with product marketing, sales, and customer success teams to drive adoption and achieve growth targets. The company values strong communication, empathy, and a shared commitment to excellence, creating a positive atmosphere for innovation.

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What opportunities for advancement are available for a Product Manager I at Helpshift?

At Helpshift, the potential for advancement for a Product Manager I is promising. By delivering exceptional results, enhancing customer experiences, and continuously improving product offerings, you’ll have the opportunity to progress into more senior product management roles, contributing further to the company’s strategic vision and mission.

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Common Interview Questions for Product Manager I
How do you prioritize product features as a Product Manager?

When prioritizing product features, it’s essential to consider user needs, business goals, and resource availability. Tools like the MoSCoW method can help categorize features into must-haves, should-haves, could-haves, and won’t-haves. Engage stakeholders and gather data to inform your decisions, always keeping customer satisfaction at the forefront.

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Can you describe your experience with user-centered design?

In interviews, you should emphasize the importance of understanding the end-user's needs and pain points. Discuss your engagement with users through interviews, surveys, or usability testing, and showcase how these insights have directly influenced product design decisions, ultimately improving adoption and user satisfaction.

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What methods do you use to validate product ideas?

To validate product ideas, I typically employ techniques such as customer interviews, A/B testing, and prototyping. Gather feedback through surveys and by analyzing user behavior data, which will help refine the product and align it more closely with user needs and market demands.

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How do you handle conflicts within cross-functional teams?

Handling conflicts in cross-functional teams requires strong communication skills and empathy. I promote open discussions where team members can voice concerns and I focus on finding common ground. Encourage collaborative problem-solving and always seek to align everyone's objectives with the overall product vision.

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What experience do you have with data-driven decision-making?

In interviews, explain your familiarity with data analytics tools and how you leverage data to guide your product decisions. Provide examples of how data insights led to improved user adoption or reduced churn rates, emphasizing your ability to make informed decisions amid uncertainty.

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Describe a successful product you managed and what made it successful.

Highlight a specific product you managed by detailing the challenges faced, strategies deployed, and results achieved. Stress the importance of user feedback, collaborative efforts, and clear communication with stakeholders, showcasing how these aspects contributed to the product's overall success.

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How do you maintain alignment with business goals during product development?

To ensure alignment with business goals, I regularly communicate with key stakeholders, set clear metrics, and incorporate business objectives into the product roadmap. Regularly evaluate progress and adjust priorities as needed to keep the team focused on delivering results that support overall company objectives.

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What role does feedback play in your product management process?

Feedback is critical in my product management process. It informs my decisions, helps shape product features, and ensures that we stay on the right path. I actively seek feedback from users, team members, and stakeholders and use that information to iterate and enhance the product continually.

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How do you manage customer expectations?

Managing customer expectations involves clear and transparent communication from the outset. I keep customers informed about product developments and timelines and engage with them to set realistic expectations. When unforeseen issues arise, I proactively address them and provide solutions to maintain trust and satisfaction.

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What techniques do you use for market research?

For market research, I utilize a mix of qualitative and quantitative methods. Surveys and focus groups offer insight into user preferences, while competitive analysis helps assess the market landscape. Additionally, I monitor industry trends through publications and engage in discussions with thought leaders to stay informed.

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Keywords Studios continues to build world leading capabilities in services that video game and similar interactive content creators need. We stand shoulder to shoulder with our clients working as their external development partner, providing acces...

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Full-time, hybrid
DATE POSTED
December 19, 2024

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