Product Owner – CSM Applications

🕒 il y a 1 mois

🗽 New York – Distant

🗽 New York – Remote

💵 $90 000 - $100 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

✅ Responsable Produit

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Contentsquare

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2012

🤖 Intelligence artificielle

☁️ SaaS

🛍️ eCommerce

Artificial Intelligence • SaaS • eCommerce

Contentsquare est une plateforme de Digital Experience Analytics qui s’appuie sur l’IA pour fournir des insights actionnables et améliorer l’engagement en ligne ainsi que les taux de conversion. La plateforme propose une suite complète de fonctionnalités, notamment l’experience analytics, le product analytics, les insights Voice of Customer et l’experience monitoring, afin d’améliorer les parcours utilisateurs sur toutes les interfaces digitales. Plébiscitée par plus de 3 700 marques et grandes entreprises, Contentsquare aide ses clients à comprendre les comportements des clients et à optimiser les expériences digitales pour renforcer l’impact business. Elle s’intègre à de nombreux systèmes pour offrir des analytics unifiées sur les sites web et les applications mobiles, en exploitant la data pour maximiser l’engagement client.

Description

• Own the product vision, roadmap, and backlog for CSM Applications, ensuring alignment with Customer Success priorities. • Gather and translate business needs into clear requirements, user stories, and acceptance criteria. • Partner with CSM Applications Admins to plan sprints, prioritize work, ensure quality and on-time delivery, providing hands-on support as needed. • Design and optimize Customer Success processes and workflows. • Collaborate with Operations, CS Leadership, cross-functional teams, and end users to drive adoption, communicate releases, and support enablement. • Define release plans, communicate changes, and ensure stakeholders understand timelines, impacts, and expected outcomes. • Establish and track success metrics to evaluate the impact of delivered functionality and inform future roadmap decisions. • Manage day-to-day user support, including troubleshooting, ad-hoc customizations, workflow adjustments, and user administration, security, and permissions. • Monitor system performance, usage, data integrity, and user activity to guide continuous improvements and platform enhancements. • Maintain expertise in the owned systems and related technologies by staying current on new features, releases, and industry best practices.

🎯 Exigences

• 3-5 years of experience, with a good knowledge of the SaaS business model and key customer success metrics. • Bachelor’s degree, or equivalent experience in a relevant field (e.g., Customer Success Operations, Enterprise Applications, Product Ownership, Business Analysis). • Experience with administering Gainsight, or a similar Customer Success Platform. • Demonstrated ability to translate business processes into system requirements and solution designs. • Experience working with Agile methodologies (sprint planning, user story creation and backlog management). • Experience working in Customer Success and with cross-functional teams (e.g., Sales Operations, Marketing, Customer Experience, Analytics). • Self-starter with ownership mentality and strong follow-through. • Excellent written and verbal communication. We are a global team that is widely distributed across geographies and time zones, so strong communication is key to our success. • Strategic thinking and prioritization. • Ability to thrive in a fast-paced environment with shifting priorities. • Problem solver with a systems mindset and strong analytical skills.

🏖️ Avantages

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year • Work flexibility: hybrid and remote work policies • Generous paid time-off policy (every location is different) • Lifestyle allowance • A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work • Every full-time employee receives stock options, allowing them to share in the company’s success • We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts • And more benefits tailored to each country