Onboarding & Product Growth Manager
- Commentsold
- 5 - 10 years
- Mumbai
- 2 months ago
- Email to a friend
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Job Description
Onboarding & Product Growth Manager, Popshoplive
About the role
As our Onboarding & Product Growth Manager for our Popshoplive product, you will be responsible for creating,optimizing, and managing a scalable onboarding process for our customers in order to enhance customer adoption and satisfaction. This role requires coordination and effective communication with multiple cross-functional teams while managing project timelines, all while ensuring customers have a successful and positive onboarding experience. This position plays a key role in driving customer retention, product adoption, and long-term client success.
The role reports to our Chief Product Officer and is a fully remote position based in India with occasional travel. Preferably this person is based out of Mumbai or Bangalore.
Main Responsibilities
- Develop and implement a comprehensive, scalable onboarding strategy and work with Product & Engineering to enhance the overall customer experience, increasing customer retention and product adoption
- Analyze and assess the end to end customer journey, identifying key touchpoints and potential friction points; Develop key strategies and motions to reduce friction points and drive retention
- Design and optimize onboarding processes and customer journey post sign-up to ensure that clients can effortlessly navigate and adopt our platform without the need for human intervention
- Develop and execute optimization plans to continuously improve customer journey (via experimentation and AB testing) from sign-up to product utilization, ensuring a continuous cycle of testing and optimization
- Develop and deliver educational content, tutorials, and resources to empower customers to self-serve and find value in the product independently.
- Stay informed about industry best practices and emerging trends to incorporate into onboarding strategies.
- Ability to successfully communicate and collaborate with multiple different departments and segments of the company
- Conduct webinars and demos for customers
Qualifications & Skills
- At least 5+ years of proven experience building scalable velocity motion customer onboarding cycles and product led growth in a SaaS environment; preferably e-commerce
- Significant experience working at the intersection of marketing, product management, design, and customer success.
- Strong understanding of the nuances of showing how a feature works vs teaching someone to use that feature
- Proven ability to lead, manage and develop a team
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to leverage data to drive decisions.
- Strong inquisitive skills combined with excellent time management and prioritization capabilities
- Ability to direct work with a bias towards action
- Extremely strong written and verbal communication skills
- Relevant industry experience in online retail and social commerce
- Strong project management and organizational skills
- Experience with ecommerce and understanding of the complete order lifecycle is a plus.
- Experience with live selling, even as a consumer is a plus.
- Social media marketing experience and understanding customer acquisition and retention channels/strategies is a plus.
Job Classification
Industry: Internet (E-Commerce)Functional Area: Internet (E-Commerce)
Role Category: Customer Success
Role: Customer Success - Other
Employement Type: Full time
Contact Details:
Company: CommentsoldLocation(s): Mumbai
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