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Senior Technical Product Manager

1 week ago

Dublin, Dublin City, Ireland TN Ireland Full time

About the Role

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Xtremepush is seeking a seasoned Senior Technical Product Manager to lead our Product Support team. As a key member of our customer-facing organization, you will drive initiatives that enhance customer success and foster a customer-centric culture.

In this role, you will play a crucial part in shaping our support strategy, leading a dedicated team, and collaborating across departments to ensure seamless communication and outstanding customer service.

You will be responsible for developing and maintaining an in-depth understanding of Xtremepush SaaS products, staying updated on features, updates, and improvements. Additionally, you will utilise your deep technical knowledge of Xtremepush products to provide expert support, resolving complex technical issues efficiently.

Key Responsibilities
  • Product Knowledge: Stay up-to-date with Xtremepush product features, updates, and improvements.
  • Technical Expertise: Provide expert support, resolving complex technical issues efficiently.
  • Cross-Departmental Collaboration: Collaborate with sales, product development, and marketing teams to ensure cohesive customer support and product enhancement strategies.
  • Process Improvement: Continuously assess and improve support processes to enhance efficiency and customer satisfaction.
  • Data Analysis: Analyse customer support data and metrics to identify trends, track performance, and implement data-driven improvements.
  • Customer Support: Provide exceptional support to clients, addressing queries, issues, and concerns promptly and effectively.
  • Team Leadership: Lead, mentor, and manage a team of support professionals, providing guidance and training to enhance skills and service quality.
  • Documentation: Create and maintain comprehensive product documentation, including FAQs, troubleshooting guides, and knowledge base articles.
  • SLA Management: Monitor and manage Service Level Agreements (SLAs) for support responses and issue resolutions, ensuring adherence to deadlines.
  • Escalarion Handling: Address escalated customer issues promptly and professionally, coordinating with management or other departments as needed.
  • Performance Metrics: Track and analyse support metrics, including customer satisfaction scores, response times, resolution rates, and retention rates.
  • Manage and Plan On-Call Rotations: Oversee and coordinate the on-call weekend and public holiday rotation calendar for the Product Support team, ensuring client coverage.