This is a remote position, however, the candidate must reside within 30 miles of one of the following locations: Portland ME, Boston MA, Washington DC, Dallas TX and San Jose CA.
About the Role
We're seeking a passionate and detail-oriented Product Manager to join our Digital Channels team to spearhead the implementation and adoption of Gainsight, a leading Customer Success platform. You'll work closely with cross-functional teams across Product, Operations, Marketing, Technology, Data Solutions, and various business units to ensure a smooth and successful integration, maximizing the value Gainsight brings to our business and our customers.
At WEX, we're not just delivering technology solutions; we're dedicated to enriching customer engagement and shaping customer experiences. Join us on this exciting journey, where your contributions will make a lasting impact.
How You’ll Make an Impact
- Team up:
- Collaborate with Product, Operations, Marketing, Technology, Data Solutions, Customer Success, Sales and UX teams to understand product features and identify opportunities for improvement.
- Partner with Gainsight representatives to optimize platform configuration and drive product adoption. You will develop strategies to drive customer adoption and usage of your product features, and measure success through key metrics.
- Strategic Vision:
- Define the product vision, strategy, roadmap, and user stories, and collaborate with stakeholders to ensure successful execution.
- Present effectively to high-level stakeholders, set clear priorities and direction, and build bridges across groups.
- Strategy Development:
- Develop the Gainsight implementation strategy aligned with overall product and customer success goals.
- Product Roadmap & Leadership:
- Build the product roadmap, define user stories, and drive trade-off decisions.
- Lead the implementation process of Gainsight, including data migration, configuration, and customization.
- Own Gainsight at WEX:
- Understand customer needs to define priorities, inspire the broader team, and deliver best-in-class experiences and enabling capabilities. You will be responsible for the end-to-end product lifecycle, from ideation to launch and beyond.
- Own the configuration of Gainsight, including C360, Timeline, Cockpit, Playbooks, Success Plans, and Success Snapshots.
- You'll keep up with the latest trends and innovations in Customer Success, and leverage your knowledge of data structures, data modeling, and database schema in Gainsight and Salesforce.
- Vendor Management:
- Monitor vendor performance and provide regular updates to senior management.
- Customer-Centric Approach:
- Deeply understand customer needs to define priorities, inspire the broader team, and deliver best-in-class experiences and enabling capabilities.
- Data-Driven Decision Making:
- Analyze data and user feedback to identify opportunities for improvement and further utilize Gainsight's features.
- Work closely with internal stakeholders to understand their data needs and translate those needs into user stories for Data & Analytics, Technical, and Engineering teams.
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Experience you’ll bring:
- 5+ years of experience in product management, ideally with SaaS products.
- Proven experience with Gainsight and Salesforce, or similar Customer Success platforms.
- Bachelor’s degree in a relevant field (Business, Computer Science, or related).
- Proven experience in implementing and managing enterprise software solutions.
- Strong understanding of customer success principles and methodologies.
- Excellent communication and interpersonal skills.
- Ability to communicate effectively and lead cross-functional teams at all levels.
- Bonus Points:
- Knowledge of data warehouses and data analysis tools (e.g. Tableau, Power BI, Google Analytics, Pendo)
- Project or Change Management (Jira and Aha! preferred)
- Benefits:
- Competitive salary
- Comprehensive health and wellness benefits
- Opportunities for professional development and growth
- Dynamic and inclusive work environment
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If you are a strategic thinker with a passion for driving impactful customer experiences through data-driven solutions, we invite you to apply for this exciting opportunity. Join us on our journey to redefine customer engagement and contribute to the success of WEX.