What you’ll do

  • Assess escalations and feedback, from customers and internal stakeholders, effectively.
  • Manage communication of release and fix timelines to internal teams
  • Collaborate with the QA team to prioritize product defects/bugs and provide guidance to
    the development team on expected behavior
  • Measure and track the success of the product/feature launch through defined metrics
  • Demo new features to prospects and customers, organize internal and external feedback, manage beta releases
  • Perform user acceptance testing for new features and collaborate with the training team on documentation efforts
  • Guide early stage products from Alpha or Beta states to General Availability, providing implementation instructions and good fit criteria to Post-Sales organizations

Required Qualifications:

  • 2+ years of experience supporting a complex product suite - Saas preferred
  • Familiarity with or previous experience with home service businesses a plus
  • Excellent people skills: must be personable, patient, and good-humored
  • An efficient and effective problem-solver
  • Intelligent, quick thinking, and fast learning
  • Intermediate understanding of Excel 
  • Basic understanding of SQL preferred
  • Ability to interact with customers to gather data, use cases and workflows
  • Strong organizational skills and aptitude to learning new processes and tools
  • Strong oral and written communication skills with the ability to understand and communicate highly technical subjects to a wide range of audiences
  • Demonstrated ability to think creatively and critically, to synthesize data and draw insights, formulate and validate hypotheses based on data