Customer Success, Product Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Address customer inquiries and requests, eliminating onboarding and adoption obstacles.

• Take ownership of customer requests from the initial inquiry all the way to resolution.

• Foster customer relationships while gaining insights into their businesses, workflows, goals, and challenges.

• Enhance customer adoption, engagement, and satisfaction levels.

• Assist customers in fully leveraging the platform's features.

• Identify opportunities for growth and suggest higher-tier plans or additional functionalities.

• Become proficient in Central products and their integrations.

• Construct and set up customer workflows, including AI-driven workflows and agents.

• Utilize AI prompting, APIs, webhooks, Zapier, scripting, automation, and account configuration.

• Troubleshoot implementations and ascertain solutions for configuration, workflows, or products.

• Test product features and pinpoint relevant customer use cases.

• Develop proof-of-concepts, demonstrations, and tailored solutions.

• Engage in discussions with customers to comprehend workflows, requirements, and desired results.

• Convert customer needs into product requirements, user stories, specifications, and implementation details.

• Collaborate with Product and Engineering teams regarding customer needs and solutions.

• Recognize recurring customer challenges and contribute to feature development and prioritization feedback.

• Utilize AI tools for research, prototyping, enhancing prompts, and building workflows.

• Create customer-specific product demonstrations, guides, documentation, and training materials.

• Set up customer accounts and oversee customer documentation.

• Keep records of requirements, configurations, workflows, and pending items.

• Document and relay customer requests and commitments effectively.

• Participate in discussions regarding customer expansions and product demonstrations.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or a related technical field.

• Over 2 years of experience in Customer Success, Account Management, Solutions Consulting, Product Management, SaaS Implementation, Technical Support, or a similar customer-facing position.

• Experience with SaaS or technology products, ideally in a fast-paced or startup environment.

• Excellent written and verbal communication skills with both customers and technical teams.

• Ability to manage customer issues from identification through to resolution.

• Strong organizational, follow-up, project management, problem-solving, analytical, and detail-oriented abilities.

• Capability to independently learn new software, technologies, and systems.

• Technical proficiency and eagerness to work with APIs, webhooks, integrations, automation tools, scripting, and AI platforms.

• Familiarity with AI tools and large language models (LLMs), including writing, testing, and refining prompts.

• Skill in translating customer workflows and business requirements into product requirements, specifications, and actionable tasks.

• Ability to thrive in a fast-paced, high-growth environment with minimal guidance and shifting priorities.

• Resourcefulness and proactive initiative.

• A customer-focused mindset coupled with commercial awareness.

• Willingness to engage in upselling and account expansion opportunities.

• Capability to handle multiple customer requests, projects, and priorities at the same time.

• Technical curiosity or familiarity with SaaS products, AI tools and LLMs, prompt engineering, APIs, webhooks, Zapier, scripting, CRM or customer success platforms, no-code/low-code tools, technical product implementation, or product management.

🏝️ Benefits

• Commission opportunities may be available for eligible upsell and expansion efforts.

• Remote work arrangement.