Senior Product Manager




San Francisco

3 weeks ago

At Gladly, we make customer service just a little less painful for everyone. We empower companies to truly serve their customers better, by making conversations across channels seamless, from text to tweet, on a platform that puts people at the heart of it, not tickets or cases. Because, really, who wants to be treated like a case number?

We're looking for an innovative product leader with a strong track-record to join our growing team in San Francisco. As part of the Product Management team at Gladly, you will be responsible for a major part of the platform and a key player in setting product strategy and defining product solutions. You will partner with engineering, user experience, go-to-market teams, and work closely with our customers to synthesize market insight and build detailed product requirements.

What You’ll Do:

  • Develop a deep understanding of market problems and drivers for our product through market research, productive relationships with customers across our customer base, and internal sources of market knowledge and expertise
  • Prioritize specific market problems against market and business needs; own requirements definition in support of those market problems
  • Work closely with the entire team and our customers to identify and resolve key product and/or solution gaps
  • Collaborate with sales, customer success and marketing teams to develop successful go-to-market programs that enable sales to effectively position our products and solutions
  • Own and drive product go-to-market activities in support of achieving revenue goals for the products and solutions
  • Stay ahead of market trends and competitive analysis
  • Gather and analyze feedback and data from multiple internal channels including product strategy, product marketing, sales and customer success teams
  • Represent Gladly at key industry events and initiatives

About You:

  • Bachelor's Degree with a minimum of 5+ years of applied professional experience in a Product Management role with increasing levels of responsibility in enterprise SaaS products and solutions
  • Exceptional customer orientation, with ability to accurately segment and prioritize market demands
  • Experience building web-based applications and a strong eye for UI/UX design
  • Solid coding abilities gained from previous work in software engineering is a plus
  • Ability to guide and work with cross-functional teams, managing multiple projects
  • Exceptional written and verbal communication and presentation skills
  • Self-starter with high integrity, initiative, and an entrepreneurial spirit

What’s life at Gladly like?

We’d like to give you a good idea of what it's like to work at Gladly. We value the strength of our team above everything else. We believe in open communication and in sharing ideas, not in micromanagement. We openly discuss all aspects of our business, and avoid internal politics. We learn from each other, and we help each other learn. We focus on a common goal, which is the success of our customers, and through it the success of our business and our people. We have a collaborative culture of mutual respect - many of us are working together for a second and even a third time. We have a strong work ethic, and value life outside of work. Come join us!

About Us: 

Founded in 2014 and headquartered in San Francisco by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service by helping agents focus on people, not cases. With an experienced team from successful companies like Kana, Salesforce, Vontu, Symantec, Zendesk, and Google, Gladly is proud to count JetBlue as a customer and is funded by Greylock Partners, NEA, GGV Capital, and JetBlue Ventures