Product Manager, Customer Support (Remote)

Manchester, United Kingdom

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8x8, Inc.
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Posted 4 weeks ago

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. [NYSE: EGHT] is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
For additional information, visit www.8x8.com, or follow 8x8 on LinkedInTwitter and Facebook.
Product Manager, Customer Support Location - United Kingdom
Job Description
Our Product Managers are responsible for helping drive and deliver the company’s projects to ensure strong top-line growth.  The main responsibility of this position will be to have a hand in working with our Salesforce Service Cloud Engineering team, other Product Managers and key business stakeholders to implement new enhancements to the business, specifically for the Post Sales Product team that works on Salesforce Service Cloud.
Responsibilities
• Ability to take ownership to synthesize and identify a problem and determine the set of outcomes that will address the problem and recommend a solution.• Ability to define a feature set that will provide immediate value. Creating a plan to iterate on the solution to expand market reach of the product both horizontally and vertically.• Plan and create sets of metrics, be held accountable for the metrics, set goals and success criteria to track towards these metrics• Prioritize features, assess requirements, articulate these to Engineers, identify dependencies and accept finished work based on criteria while considering tradeoffs in bringing products to market.• Ability to understand the tradeoffs that need to be made between solving problems for our customer, the support agent, while also understanding the need to support our end customer• Proficient understanding of the service industry and working with customer support stakeholders involving case routing, agent efficiency, etc.• Communicates effectively with both stakeholders and engineers to ensure product clarity and understanding
Skills
• Degree in Computer Science, Business Process, MIS or comparable degree or hands on working experience of 5+ years with Engineering teams and Business Stakeholders• Salesforce Service/Sales Cloud experience required• Knowledge of CRM systems and Salesforce best practices and methodologies• Flexible and adaptable in regards to learning and understanding new technologies• Excellent project delivery skills, good written and oral communication skills• Problem-solving, analytical and investigative skills• Ability to conduct research into software-related issues and products• Self-motivated and directed with keen attention to details• Ability to effectively prioritize and execute tasks in a high-pressure environment
Working at 8x8
• Industry-leading, award-winning technology and recognised on two Gartner Magic Quadrants• Inclusive, supportive and collaborative culture yet with a winning mentality• Encouragement and environment to make a difference• Fun – check out our Instagram posts, the smiles are real- https://www.instagram.com/lifeat8x8_uk/ • Deep passion for doing the best for our customers, giving them the best service and the best technology
For a closer look into what life at 8x8 UK Ltd. is about check out our Instagram page.
8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to. For European Job Applicants our Job Applicant Privacy Notice can be found here.
Job tags: Engineering Research
Job region(s): Europe Remote/Anywhere
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