Principal Outbound Product Manager, Ultimate
$160-240k
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
$160-240k
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- Extensive knowledge of the SaaS and Enterprise products, ideally in CRM and customer experience products
- Experiences: 8+ years in a customer-facing role with SaaS and Enterprise products, product management, technical pre-sales, or similar role
- 4+ years of experience with CRM products or services products for SaaS company
- World-class presentation and public speaking skills to evangelize in different settings
- Exceptional communication skills to include technical and business concepts
- Very strong written communication skills and ability to create compelling narratives
- Must enjoy working in a highly collaborative environment
- Ability to think strategically, learn fast, and communicate with impact
- Ability to travel, possibly 25% of the time
- Bachelor’s degree or equivalent experience
- English – fluent
What the job involves
- This role is part of our Platform product organization, responsible for the foundational capabilities of the Zendesk Platform, which are at the center of every “out-of-the-box” Zendesk solution
- You will be part of the Outbound Product Management organization, a talented and supportive group that is passionate about evangelizing our platform internally and externally
- You will work cross-functionally, with product teams, customers, partners, and the field to enhance the overall experience with the solution and ensure successful go-to-market
- As a Staff Outbound Product Manager, you will play a critical role in the evangelization of the Platform, helping establish Generative AI solutions and other platform capabilities in our customer base and expand that customer base
- You will articulate the value of the Platform with our customers to help drive its stickiness in our ecosystem and support our high rates of customer renewals
- Lead product management process for Zendesk post-sale offerings and products (services and support products and others). This includes gathering customer requirements, writing business requirements, working with execution teams to bring release, and managing the product release cadence
- Communicate the Zendesk adoption story (vision/direction) in high-touch settings to support customer acquisition & retention
- Use compelling storytelling and demonstrations through clear guidance for customers to expand their Zendesk post-sale CX services footprint
- Gather and share customer input to address adoption blockers and inform content, product strategy, and investments
- Engage and assist key accounts in adopting new products, document key learnings and develop recommended guidance for onboarding and/or adopting
- Develop an understanding of how customers are using the platform to inform how adoption is affected
- Be the services product expert with customers in high-touch settings
- Participate in and lead at-scale workshops, webinars, and other customer adoption initiatives or events
Our take
In the rapidly evolving landscape of digital transformation and eCommerce, businesses are locked in fierce competition, elevating the significance of customer experience. This places considerable strain on customer support teams to deliver exceptional services while managing costs. The solution to this challenge lies in AI-powered digital support automation.
Ultimate provides a no-code automation platform capable of automating up to 60% of support workloads. With a focus on NLP-powered technology, Ultimate has given itself a strategic edge. Its conversational AI is available in 109 languages, consistently positioning the company as a top contender in G2.
The onset of 2022 markets a string of successes for Ultimate, including a record-breaking first half, the appointment of a global customer success executive, and ongoing product innovation. Impressively, the company achieved a 166% growth in new brand partnerships year-on-year, securing major deals with influential names like Zoopla, Get Your Guide, iCard, and Conekta. Now the company is focused on expanding its presence in the US, while also securing even more strategic partnerships.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2020
$20m
SERIES A
Nov 2019
$3.5m
SEED
Total funding: $28.9m
Company benefits
- Scaled professional development: We're passionate about up-skilling our team and providing people with internal opportunities, so we all grow together
- Bespoke personal growth: Learn a new language, train for a marathon, take a coding course. Our personal development budget has you covered
- Flexible working: From office-lovers to homebodies, and anywhere in between, we encourage our team to work from their preferred location
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Sarah Al-Hussaini
(Co-Founder & COO)An investment banker turned CX & AI expert, Sarah is passionate about diversity in tech and its power to create a better world. They were awarded Forbes 30 Under 30 in 2019.
Reetu Kainulainen
(Co-Founder & CEO)Reetu’s vision for Ultimate led tech giants like Maki Ventures and Techstars to back the fast-growing company. They are passionate about using AI to make CS agents’ careers more rewarding and joyful.
Jaakko Pasanen
(Co-Founder & CSO)As Ultimate’s Chief Science Officer, co-founder Jaakko leads the company’s in-house AI research unit in its mission to build the most powerful virtual agent platform for customer support.
Markus Rautio
(Co-Founder)Ever since they helped develop what would become Ultimate at a Helsinki hackathon, Lead Engineer Markus has been using their technical expertise to build products with meaning alongside his co-founders.
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