Product Owner/Customer Success Manager
Electric Cloud, Inc. - San Francisco, CA

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Electric Cloud’s mission is to help our customers deliver better software faster. We are launching the coolest platform in the market for building mobile apps. How would you like to be a founding member of our new SaaS business? You will be the product owner for the service responsible for growing our user base and making our customers wildly happy. We are looking for an energetic and highly motivated candidate to help customers get the most out of our solution. You should be passionate about mobile apps individual who relishes nurturing customer relationships and is a strong advocate for customer success. You must be smart and ready to roll up your sleeves in an entrepreneurial environment to help us create raving fans.

You will engage with our mobile SaaS customers post-signup, drive user adoption and satisfaction ensuring high retention with low churn. You will work side-by-side with CX design, engineering and operations to deliver an exceptional customer experience, and ensure our customers realize the full value of our mobile SaaS offering.

Key Responsibilities:
Analyze our customers’ app dev process and present how they will work with our service

Work with customers to ensure successful on-boarding, adoption and overall success

Track customer usage to identify churn risk and work proactively to eliminate that risk

Provide technical support over phone and email to users

Ensure customer issues are resolved quickly, utilizing resources from across engineering and operations

Serve as the escalation point for issues that impact the customer’s success

Voice of the customer and influence business strategy and product roadmap

Develop product feature specifications in collaboration with product team

Write technical articles and blogs on best practices for mobile app dev and usage of our service

Be a credible subject matter expert in mobile app dev and related technologies (iOS, Android, hybrid)

Represent our service at trade shows, conferences and Meetups

BA/BS degree, MBA preferred

2+ years relevant work experience with a SaaS company, preferably in mobile space

Excellent relationship and customer management skills

Detail oriented, organized and focused on delighting customers

Excellent phone, listening, writing and presentation skills

Great analytical, problem solving and trouble shooting skills

Strong ability to multi-task and manage deadlines

Practical experience building mobile apps or a fast learner able to demonstrate ability to learn

Deep knowledge of the mobile app dev space - process, tools and architecture

Data-driven decision making, measuring results and automating repeatable processes

Experience managing customer engagements from inception through completion

Knowledge of SaaS metrics for conversions, marketing automation and community development

Use of customer support services like ZenDesk and GetSatisfaction

Willingness to work flexible hours, such as weekend to address customer issues

Experience with customer management software like Zendesk, GetSatisfaction

New offices in SOMA (SF) and downtown San Jose - you choose which office to work from

Offices close to Caltrain and we provide free Caltrain passes

Flexible working hours

Great benefits plan - medical, dental, vision, 401(k), and more

Generous vacation and sick time policy

Well stocked kitchen with snacks and beverages

Standing hydraulic desks (SJ)

Fun events every week to socialize with other companies in the building (SF)

Weekly yoga in SF office on Friday (SF)

Game room with a pool table, foosball (SF)

About this company
Electric Cloud is the leading provider of solutions that automate, accelerate and analyze software build-test-deploy processes to optimize...