Product Manager – CRM, Customer Engagement Solutions

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

📋 Description

• Implement the product strategy and roadmap initiatives within CSI's CRM and customer engagement portfolio.

• Assess market opportunities, customer insights, competitive developments, and business priorities.

• Recognize product deficiencies and specify enhancements that elevate customer value.

• Oversee product backlogs and prioritize initiatives according to business impact and customer requirements.

• Collaborate with leadership to synchronize product investments with strategic objectives.

• Conduct customer interviews and discovery sessions.

• Collect feedback from banks, prospects, sales teams, and implementation teams.

• Examine customer behaviors, onboarding experiences, referral programs, and relationship management processes.

• Identify chances to enhance customer acquisition, retention, and cross-selling capabilities.

• Represent the customer's perspective throughout the product development process.

• Develop product requirements, user stories, epics, acceptance criteria, and feature documentation.

• Work in tandem with software engineering and technical product teams to deliver solutions.

• Assist in sprint planning, backlog refinement, user acceptance testing, and release activities.

• Track delivery progress and ensure the successful execution of roadmap initiatives.

• Act as the product subject matter expert for assigned solutions.

• Collaborate with Engineering, QA, Marketing, Sales, Customer Support, and Implementations.

• Convey priorities, requirements, and product direction across stakeholder groups.

• Aid Product Marketing with sales enablement and product positioning.

• Support customer demonstrations, strategic discussions, and industry events.

• Utilize Microsoft Copilot and Claude to enhance productivity and product development.

• Transform meeting recordings into actionable insights, notes, requirements, and follow-up tasks.

• Employ AI-assisted workflows to improve product documentation, feature definition, and user experience design.

⛳️ Requirements

• Minimum of 4 years of experience in Product Management.

• Background in banking, financial services, fintech, or related sectors.

• Strong grasp of customer relationship management (CRM) principles and customer lifecycle management.

• Experience supporting solutions related to account opening, onboarding, customer engagement, referrals, sales workflows, marketing campaigns, or relationship management.

• Demonstrated ability to prioritize competing initiatives while balancing customer needs with business goals.

• Excellent written and verbal communication skills.

• Experience in gathering requirements and translating business needs into product improvements.

• Proficient in writing user stories, acceptance criteria, requirements, or product documentation.

• Experience collaborating with engineering and development teams throughout the delivery lifecycle.

• Commercial banking experience is preferred.

• Familiarity with CRM platforms, customer intelligence solutions, segmentation, campaign management, or customer analytics is preferred.

• Experience creating detailed epics, features, and acceptance criteria is preferred.

• Prior collaboration with QA and User Acceptance Testing (UAT) processes is preferred.

• Experience with Agile product development methodologies is preferred.

• Pragmatic Certified Level II certification or equivalent product management training is preferred.

• Experience utilizing AI tools within product management workflows is preferred.

• Familiarity with Aha!, Azure DevOps, Jira Product Discovery, Microsoft Copilot, and Claude AI.

• Must possess authorization to work in the United States without visa sponsorship now or in the future.

• Willingness to travel up to 10% of the time.

🏝️ Benefits

• Eligibility for incentive awards based on individual and business performance.

• Comprehensive array of benefits.

• Rewarding and challenging career opportunities.