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Product Manager

About the Position:

Do you believe product management is the highest calling?  Do you want to work with a team of badass product managers and learn at lightening speed in a thrilling fast moving start up?  Do you enjoy building close relationships with energized passionate people?  Are you driven to be 1% better every day?  If this fuels your fire read on.

BrightFunnel provides actionable revenue insights for B2B marketers. For the first time, CMOs and their teams can understand the future revenue impact of every decision and make smarter marketing decisions. BrightFunnel automatically identifies which campaigns and channels are most effective at sourcing, influencing, and converting prospects.

Reporting to our Chief Product Guy here are the things we hope you are excited to dive in and handle:  

Responsibilities:

  • Help and Learning - Become the owner of our customers in product help and learning experience
  • Define roadmap, process and documentation requirements spanning in product and help center experiences
  • Work with Product, Engineering, Design, Customer Success, Sales and Marketing to gain consensus on priorities such as (Ticketing process, in product help widget, chat, help center content, help center search results, best practice videos etc)
  • Project manage execution of the strategy and the needed contributions of your cross functional team
  • Define a process to aggregate all customer trouble tickets, help emails and general questions
  • Establish ticketing system and routing process to better prioritize urgency levels, to get questions to the right people with the proper skill to address the customer need and as you ramp answer some questions yourself
  • Capture all questions funneling through this process, document the answers we provide immediately into our help center content management system
  • Build a process and culture that teaches our customers and employees to go to our help and learning center first to get their answers first before asking for help.  You do this by responding to their questions with links to our answers when we have them.  If we don’t have the answers documented we capture the answers delivered in our response into our help center content management system in real time.  
  • Democratize this documentation process as much as possible
  • Always be focused on reducing the time it takes for customers and our employees to get the answers they need in the ways most convenient to them
  • Help us define the evolution of these product capabilities, tools and people processes as we scale the business
  • Help and learning is your main initial mission however if time allows you may take on other product management tasks depending on where this mission goes.

Desired Attributes:

  • You are open, honest, trustworthy and fun
  • Ideally you have 3+ years in a product management role
  • We’re open to a Product Manager or Sr. Product Manager level person
  • You might have been a Technical Support Manager
  • Experience in a B2B SaaS company strongly preferred
  • You have the desire to be in a fast paced startup.  You get energy from the startup experience.
  • Self driven learning activities are part of your daily / weekly / monthly habits
  • Must have undergraduate degree
  • If you have a programming background, a CS degree, MBA all a plus
  • It’s great if you have knowledge of Marketing Automation, CRM and the B2B sales and marketing software

Compensation:

Pre-IPO equity and cash compensation.

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