customedialabs’ flagship product, momencio, is seeking an Associate Product Manager with SaaS experience and strong business sense, who will be capable of wearing many hats. At a high-level, you will be responsible for client implementations, customer support and success for our event and sales enablement platform.

You'll work closely with the momencio team on three major components: Implementations, Client Success, and Support.  

Implementations

You will partner with Project Management to lead momencio implementations and new client onboarding. It is your responsibility to ensure that the customedialabs teams are prepared for all events by providing appropriate documentation and support when needed. You will gather and translate feedback from internal and external clients to help improve the product and process. You may be required to attend events as needed and focus beyond the technical aspects of events by working to build relationships with clients and prospects.

You will be thinking about the customer experience and consistently iterating and enhancing the product in minor and major ways throughout their lifecycle. This includes strategy, roadmapping, creating user stories, logging bugs, managing users and additional responsibilities, as needed.

Client Success

As new product releases take place, it will be necessary for you to provide documentation of release notes, new features and updates to share with the team and momencio clients. It will also be pertinent to provide ongoing training as momencio continues to evolve.

In this role, you will ensure that all momencio clients have the most up-to-date and relevant capabilities of the platform. Documentation of release notes, new features and the client-facing process must be communicated both internally and externally, as decided upon by internal stakeholders.

Support

There will be a continuous effort to document new features/functionalities both in written and video form as needed so we can grow our Support Portal and offer clients the opportunity to resolve issues 24/7. Dedicated attention to the Support Portal ticket system to ensure that high risk issues are addressed immediately and moved to the appropriate parties on the development team is required. You will guarantee that all communications within the Support Portal are responded to within a reasonable amount of time, as defined by our product support terms.

Required:

• Strong technical knowledge with SaaS experience
• Microsoft Office Suite
• JIRA (as a business user – not developer)
• Ability to document processes and optimize based on feedback and experience
• Passion for serving clients and building long-lasting relationships
• Self-motivated worker with entrepreneurial passion and ability to effectively multi-task
• Excellent communication and client facing skills, ability to convey technical aspects to no-technical audience

Additional Experience Preferred:

• Zendesk Help Center
• eCommerce
• CRM/Sales Technology 

All your information will be kept confidential according to EEO guidelines.