Product Excellence Manager at a Reputable Company

About the Role

We are looking for an experienced Product Excellence Manager who will own the customer experience after the sale and continuously improve how our products and services are delivered.

This role combines customer success, product improvement, service quality, and cross-functional collaboration.

You'll work closely with Sales, Engineering, and Management to ensure customers achieve maximum value from every solution we provide.

Key Responsibilities

• Drive customer adoption of our products and services.
• Monitor and improve customer satisfaction.
• Lead customer onboarding initiatives.
• Manage customer escalations and ensure timely resolution.
• Identify recurring customer issues and drive continuous improvement.
• Gather customer insights and translate them into product and service improvements.
• Work closely with Engineering and Sales to improve the customer journey.
• Develop customer success processes and KPIs.
• Monitor retention and customer health metrics.
• Identify opportunities to improve service delivery.

Requirements

• Minimum of 4 years' experience in Customer Success, Product Management, Service Delivery, Technical Support, or related roles.
• Strong customer relationship management skills.
• Excellent analytical and problem-solving abilities.
• Experience managing customer escalations.
• Strong project management skills.
• Excellent communication and presentation skills.
• Ability to work across multiple departments.
• Process improvement mindset.

Success in this Role Looks Like

• Higher customer retention.
• Improved customer satisfaction.
• Faster issue resolution.
• Increased product adoption.
• Continuous improvement across products and services.