dragonboat Inc.
dragonboat Inc. is hiring a Remote Product Solution Manager
Job Description
We are hiring a Product Solution Manager as part of the Dragonboat Product team with a focus to educate, demo, onboard and guide Dragonboat product adoption for customers to achieve value quickly and incrementally.
This is a cross functional role and partners very closely with the customer success team, sales team and other revenue teams.
Responsibilities
Demo and guide customers on how to set up, configure and use Dragonboat products throughout their product operating model to achieve value, supporting sales, CSM / relationship manager
As needed, effectively guide our customers on best practices around product operations, product portfolio management, OKRs and change management to speed up adoption and customer time to value. This may be done per customer or in webinar, community format
As part of the product team, monitor the success of onboarding and adoption to strategize adoption (Customer Engagement) roadmaps that maximize overall outcomes
As part of the product team, working with sales, success and support to strategize and prioritize feature enhancements.
Drive continuous process improvement for efficiency and quality of product onboarding, adoption and general product operating process.
Qualifications
5+ year of experience in product management, product operations, program management or similar areas.
Strong experience in Product portfolio management, product ops, change management
Strong experience in agile product program management, PDLC
Client management/ consulting/ customer facing experience
Proficient knowledge of common task tools, e.g. Jira, Azure Dev ops, Rally, etc.
Effectively communication and presentation skills at both exec level and team level
Excellent time management and being able to handle multiple deadlines simultaneously
Outcome focused approach in planning/ prioritizing work
Adaptable, thrive in fast paced environment
Team player, curious learner, proactive
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dragonboat Inc. is hiring a Remote Sr. Enterprise Customer Success Manager
Job Description
What You'll Do
Manage all post-onboarding activities for Dragonboat’s mid-market and enterprise customers through strong relationship-building, product knowledge, planning, and execution
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Demonstrate ability to understand the customers’ needs, develop and establish new business relationships, and provide thought leadership to influence and build trust at different customer levels, including senior/executive management,
Own and drive Enterprise revenue expansion by identifying product adoption and upsell opportunities throughout the customer lifecycle
Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess the impact of Dragonboat on team productivity
Devise action plans to improve retention with periodic “health checks” to optimize customers’ product usage
Work closely with Product, and Customer Support on the identification and tracking of product improvement requests, troubleshooting, and bugs
Become a passionate customer advocate and Dragonboat product expert to better serve our enterprise customers by adopting industry-leading Product Operating Model (POM) processes.
Qualifications
Who You Are
Bachelor’s degree is required
6+ years of customer advocacy and engagement experience in customer success, account management, or post-sales relationship management
4+ years in a B2B SaaS environment
3+ years of experience managing customer renewals and upsells for Fortune 1000 companies
Experience managing large enterprise accounts
Strong communication skills and technical aptitude
Familiarity with Salesforce, Zendesk, Jira, ADO, and other Software-as-a-Service
Excellent organization, project management, and time management skills
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done
Nice to haves:
Knowledge of product management, project management, and workflow tools (Atlassian suite, ProductBoard, Aha) and processes (Agile, Quarterly planning, Portfolio Management)
Product management, product operations, or Agile Practice Advisor experiences
Business analytics, Financial analysis
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