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Principal of Product Management CX/UX and Serviceability
San Mateo, CA, US
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Own the MyAryaka Cloud Portal and GUI Experience, including all aspects of visualization, customer & partner engagement, and associated workflows.
Conduct market and competitive research analyzing and synthesizing signals from multiple sources: users, field teams, market data, competitive analysis, and others.
Identify and define CX/UX related use-cases and translate these into service, product, and SLA requirements, as input to engineering, support, and other solution teams.
Map service workflows and associated backend processes while partnering with support and delivery teams to create a streamlined customer experience.
Define near and long-term strategies by creating and testing hypotheses with an interactive, lean-approach.
Develop customer, partner, and prospect relationships for dynamic market and solution feedback.
Create business and market requirements illustrated with detailed user scenarios
Work seamlessly with support teams, engineering, design, UX to develop and execute against a shared mission.
Develop near term and longer-term roadmaps, negotiate priorities with the engineering and support teams based on business and customer priorities.
Ensure that new functions are launched in the market, taking into account packing, pricing, training of customers, field and partners, and measuring of success (KPIs).
Develop solution positioning as part of solution strategy and assist Product Marketing in the creation of materials and messaging.
Service as an evangelist of Aryaka’s approach to providing the best in class service experience in the market.
Have 5+ years of experience as a Product Manager working on Enterprise Software or Cloud infrastructure industry.Hands-on experience with defining the requirements for user interactions and workflows for complex use-cases.
Experience with CX & UX analysis and mapping of backend processes.
Application, Networking, or Security infrastructure knowledge is preferred with a strong preference for Managed WAN, SaaS, or Telco Services market.
Love the work of identifying and deeply understanding customer problems.
Like to get your hands dirty and use the services and products you build daily.
Exhibit user empathy and seek their input at all stages of the product life cycle.
Know how to make the complex approachable for users at all skill levels.
Are a champion for collaborative, iterative product discovery, and embrace your role as a member of a cross-disciplinary team.
Have exposure to lightweight product development methods such as user story mapping or rapid prototyping.
Have a degree of technical fluency that allows you to communicate with and understand your target audience (developers) – or equivalent experience.
Can travel domestically or internationally when required (20% or less)
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