Vice President of Product, Ultimate
Employee Service Management
$236.8-355.2k
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
$236.8-355.2k
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- Bachelor's degree in Business, Computer Science, or a related field. MBA is preferred
- 10+ years of experience in product management, with at least 5 years focused on CX, ESM, or related fields
- Proven track record of delivering successful ESM or closely related products in a SaaS environment
- Strong technical acumen with the ability to interface effectively with engineering teams specializing in SaaS
- Exceptional leadership skills with demonstrated experience in leading specialized, cross-functional teams
- Excellent communication and presentation skills, both written and verbal, with the ability to articulate complex solutions clearly
- Ability to think strategically about the challenges specific to the ESM market and execute methodically
- Strong analytical and problem-solving skills with a focus on key metrics and user behavior
What the job involves
- Zendesk is looking for an innovative and passionate product executive to lead business growth and product development for our Employee Service Management (ESM) products
- The VP of Product Management will be critical in setting the strategy, vision, and roadmap for this specialized product line, while collaborating with cross-functional teams to drive growth and customer success in the ESM market
- You will be responsible for defining and executing on a product strategy and growth strategy for the ESM market
- You’ll work cross-functionally with partners across product and engineering, go-to-market, and finance to drive our growth and customer success goals
- Additionally you will work closely with the executive team to define and shape the long term future of Zendesk’s products as we respond to the continually shifting market and technological landscape
- Provide specialized leadership, inspiration, and direction to the Product Management team focused on the ESM product line which includes HR Helpdesk, IT Helpdesk, and other internal and adjacent ESM use cases
- Collaborate closely with engineering, product design, marketing, customer success, sales, and finance teams to bring product capabilities to market and scale them
- Develop and articulate compelling roadmaps and strategies for the product line, informed by customer needs, market trends, and business objectives
- Engage directly with key enterprise customers, industry analysts, and other stakeholders to both evangelize Zendesk’s products and brand, and to gather requirements and feedback specific to ESM
- Own and drive key performance indicators (KPIs) related to product adoption, customer satisfaction, and business impact
- Cultivate a culture of product excellence, fostering innovation and customer-centricity within the specialized Product Management team
- Provide mentorship and career development opportunities to team members, with a focus on skills relevant to ESM
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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