Product Manager - Focused on Customer Success
Apply NowCompany: Varicent
Location: San Jose, CA 95112
Description:
At Varicent, we're not just transforming the Sales Performance Management (SPM) market-we're redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2023 Forrester Wave Report for SPM, 2023 Ventana Research Revenue Performance Management (RPM) Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here's why you'll thrive at Varicent:
Join us at Varicent-where your talent and ambition meet limitless opportunities for success!
Why Join Us?
We are the industry leader in developing innovative Performance Management software, enabling businesses worldwide to achieve optimal sales performance and growth. Our commitment to excellence has earned us a prominent position in industry rankings and a legacy of pioneering forward-thinking solutions. We're seeking talented, driven individuals to join our team and make a meaningful impact.
The Team
Our mission is to delight customers and drive revenue by creating evidence-based product strategies. Passionate about understanding the customer perspective, our team is data-driven, strategically minded, and dedicated to problem-solving. You'll play a key role in shaping the future of our product and our company.
The Opportunity
As a Product Manager, under the direction of the Director of Product Management, you'll focus on understanding the challenges our customers face during implementation, rollout, and go-live. Your insights will be critical in prioritizing customer concerns, assessing their impact on customer retention and business expansion, and developing solutions. You'll collaborate with the Product, Design, and Engineering teams to ensure customer satisfaction and drive product success.
What You Will Do:
What You'll Bring:
Immediate Goals: Gain expertise in incentives and key business drivers, and understand customer pain points in your product area.
Short-Term Objectives:
Develop a deep understanding of the product, key customer use cases, and current challenges faced by strategic accounts.
Build relationships with high-priority customers, services teams, and internal stakeholders (Product, Design, and Engineering).
Take ownership of at least one escalated customer account, identifying and prioritizing their needs.
Successfully facilitate conversations to explore alternative implementation approaches and determine if a product solution is needed.
Medium Term Objectives:
Define business requirements for a high-impact solution addressing a critical customer challenge and collaborate with cross-functional teams to ensure it is on track for delivery.
Begin streamlining processes for prioritizing escalated customer issues and aligning internal teams on timelines and expectations.
Contribute to measurable improvements in customer satisfaction for strategic accounts.
Present insights to leadership on recurring product gaps and recommended solutions for scalability.
Longer-Term Vision: Take ownership of multiple strategic accounts, leading the resolution of escalations and ensuring successful customer outcomes.
Establish best practices for identifying and addressing product gaps, influencing internal processes for prioritizing customer needs.
Deliver at least one significant product solution that resolves escalated issues and demonstrates value to both the customer and the broader customer base.
Mentor others on the team, sharing lessons learned and enabling broader adoption of customer-centric approaches.
Begin contributing to long-term strategic initiatives, such as reducing escalations or improving the go-to-market process for high-priority accounts.
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact
- Innovate with Purpose: Build impactful solutions for customers worldwide.
- Join Excellence: Work in a diverse, collaborative, and innovative team.
- Shape the Future: Lead in redefining revenue optimization.
- Grow Together: Unlock your potential in a supportive environment.
Join us at Varicent-where your talent and ambition meet limitless opportunities for success!
Why Join Us?
We are the industry leader in developing innovative Performance Management software, enabling businesses worldwide to achieve optimal sales performance and growth. Our commitment to excellence has earned us a prominent position in industry rankings and a legacy of pioneering forward-thinking solutions. We're seeking talented, driven individuals to join our team and make a meaningful impact.
The Team
Our mission is to delight customers and drive revenue by creating evidence-based product strategies. Passionate about understanding the customer perspective, our team is data-driven, strategically minded, and dedicated to problem-solving. You'll play a key role in shaping the future of our product and our company.
The Opportunity
As a Product Manager, under the direction of the Director of Product Management, you'll focus on understanding the challenges our customers face during implementation, rollout, and go-live. Your insights will be critical in prioritizing customer concerns, assessing their impact on customer retention and business expansion, and developing solutions. You'll collaborate with the Product, Design, and Engineering teams to ensure customer satisfaction and drive product success.
What You Will Do:
- Deepen your understanding of customer challenges in implementation, rollout, and go-live phases
- Identify and prioritize customer concerns based on their potential impact on churn and expansion.
- Work cross-functionally to explore possible workarounds and, if necessary, develop high-level requirement documents for new product features.
- Define strategic roadmaps based on customer research and business needs.
- Collaborate with Design and Development to ensure customer satisfaction and quality software delivery.
- Track key success metrics for products/features and communicate product performance across the organization.
- Coordinate with business functions for smooth product launches and successful customer adoption.
- Stay abreast of industry trends and competitive landscapes.
What You'll Bring:
- Bachelor's Degree or higher in a technical field.
- Extensive experience in Varicent Incentives implementation
- Emotional intelligence and the ability to collaborate effectively.
- Strong critical thinking and problem-solving skills.
- Capability to influence stakeholders without direct authority.
- Customer-centric with a deep empathy for customer needs throughout the product journey.
- Proficient in the design thinking approach.
- Excellent communication skills, both verbal and written.
- Strong quantitative and business analysis skills.
- Prior experience with sales performance, and/or CRM solutions.
Immediate Goals: Gain expertise in incentives and key business drivers, and understand customer pain points in your product area.
Short-Term Objectives:
Develop a deep understanding of the product, key customer use cases, and current challenges faced by strategic accounts.
Build relationships with high-priority customers, services teams, and internal stakeholders (Product, Design, and Engineering).
Take ownership of at least one escalated customer account, identifying and prioritizing their needs.
Successfully facilitate conversations to explore alternative implementation approaches and determine if a product solution is needed.
Medium Term Objectives:
Define business requirements for a high-impact solution addressing a critical customer challenge and collaborate with cross-functional teams to ensure it is on track for delivery.
Begin streamlining processes for prioritizing escalated customer issues and aligning internal teams on timelines and expectations.
Contribute to measurable improvements in customer satisfaction for strategic accounts.
Present insights to leadership on recurring product gaps and recommended solutions for scalability.
Longer-Term Vision: Take ownership of multiple strategic accounts, leading the resolution of escalations and ensuring successful customer outcomes.
Establish best practices for identifying and addressing product gaps, influencing internal processes for prioritizing customer needs.
Deliver at least one significant product solution that resolves escalated issues and demonstrates value to both the customer and the broader customer base.
Mentor others on the team, sharing lessons learned and enabling broader adoption of customer-centric approaches.
Begin contributing to long-term strategic initiatives, such as reducing escalations or improving the go-to-market process for high-priority accounts.
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact