Customer Experience Strategist

1 month ago

Mandaluyong City, National Capital Region, Philippines MedsGo Full time
Job Overview

A Product Success Manager at MedsGo is responsible for ensuring that customers understand and maximize the value of our product. They focus on ensuring that products meet customer needs, provide guidance on usage, and promote customer satisfaction.

This role is typically seen in product-focused or SaaS companies where the manager helps users understand features and uses customer feedback to drive product improvements.

Key Responsibilities:
  • Onboarding and Training: Lead customer onboarding, ensuring they understand key features and best practices for using the product.
  • Product Adoption: Guide customers on how to use the product effectively, promoting its full potential to improve business outcomes.
  • Product Usage Monitoring: Track product usage patterns, identify any obstacles or barriers to adoption, and suggest improvements to drive better engagement.
  • Customer Feedback: Collect and communicate customer feedback to product teams to guide future development and product improvements.
  • Customer Communication: Serve as the go-to expert on the product for customers, handling queries and troubleshooting issues.
  • Account Growth: Identify opportunities for product upsells or cross-sells to enhance customer outcomes.
  • Collaboration with Sales: Work closely with the sales team to ensure alignment and handover of customers from sales to product success.
  • Proactive Problem Solving: Address and resolve customer challenges with the product, ensuring a smooth experience and satisfaction.
Requirements

To be successful in this role, you will need:

  • 2-5 years of experience in customer-facing roles in SaaS or tech product environments.
  • Strong communication skills, both written and verbal.
  • An analytical mindset to track and optimize product usage.
  • Problem-solving skills to troubleshoot issues quickly.
  • Ability to work closely with product, engineering, and support teams.
What We Offer

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience, as well as a comprehensive benefits package including health insurance, retirement plan, and paid time off.

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