Product Owner – Customer Operations

  • Warsaw, Poland
  • Full-time

Company Description

MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a worldwide leader in enterprise analytics and mobility software. A pioneer in the BI and analytics space, MicroStrategy delivers innovative software that empowers people to make better decisions and transform the way they do business. We provide our enterprise customers with world-class software and expert services so they can deploy unique intelligence applications.

The Customer Operations team represents the customer in the Technology department. The team works closely with our major customers, Support and Field teams assessing their business requirements and prioritizing new capabilities into the product roadmap. 

Mission:

  • Drive customer success leading to adoption of the latest MicroStrategy release 
  • Influence strategic product direction and processes 
  • Lead resolution of issues and escalations across Technology
  • Provide transparency and learnings to the organization 
  • Share insights on patterns found from escalations and defect analysis  
  • Collaborate with Product Management to understand and document customer requirements
  • Strategical partnership with Customer Support, Sales and Consulting ensuring alignment across the region

Job Description

The Product Owner will be responsible for the direction of a MicroStrategy product module. The Product Owner will work very closely with the Product Manager in deciding on the roadmap and will also lead the scrum team to execute the release plan and iteration plan. 

Job Duties (include but not limited to)

  • Identify and drive opportunities for improving the product 
  • Drive customer escalations to resolution 
  • Prioritize customer enhancement requests and defects in our product roadmap
  • Coordinate and lead customer engagements for Technology in the EMEA region
  • Collect information from cross team and cross departmental collaboration to create a real-time view on major EMEA accounts
  • Be a functional bridge between Technology and other departments with timely communications
  • Support defects scoping for update releases across Technology divisions
  • Supervise the triaging of customer defects and product improvements assigned to Poland development teams
  • Lead initiates for connecting MicroStrategy Technology and Consulting, understanding pain points and trends experienced in the field
  • Daily briefings with executive leadership on critical items

Qualifications

  • Education: Minimum Bachelor’s degree/ Master’s preferred (Computer Science, Math or Engineering a plus).
  • Knowledge and understanding of agile software development.
  • Excellent written and oral communication skills in English
  •  8-10 years of experience working with the MicroStrategy product
  • Strong troubleshooting, technical and analytical skills  
  • Excellent communication and technical mentoring skills 
  • Wide breadth of MicroStrategy product knowledge
  • MicroStrategy Platform troubleshooting knowledge; platform usage /administration knowledge 
  • Previous experience working with customers
  • High flexibility and getting-things-done attitude
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