At Productboard, we believe in making products that matter – products that not only solve real-world problems but also satisfy their users.
The Growth team’s goal is to make it exceptionally easy for people around the world to discover, trial, buy, and use our suite of products and services. As a result, our team is responsible for driving sustainable business growth by increasing acquisition, monetization, conversion, and retention throughout the end-to-end customer funnel. We use experimentation, customer feedback, and data-driven insights to guide our work and optimize the customer experience.
We’re looking for a Product Specialist who’s passionate about improving the customer experience and enjoys the intersection of sales, customer success, and technical support. You will be an integral member of our product-led growth strategy, working with customers and internal stakeholders to ensure that our product provides a best-in-class user experience. This is an opportunity for the right person to help evolve how we engage with our customers and build repeatable processes to enhance the customer journey.
What you’ll be working on
Act as a product expert, fielding trialist and customer questions related to setting up, using, and unlocking new use cases within Productboard
Resolve customer questions and issues via in-app live chat, Zoom calls (as appropriate), and email
Help customers understand how to use Productboard in service of their underlying use case(s)
Lead weekly demos for trialists in a 1:1 or 1:many format as appropriate
Lead onboarding calls with new customers to orient them to Productboard and activate them within the product
Guide customers to the appropriate subscription offering based on their specific needs, working with AEs and CSMs as appropriate for contracting and negotiation
Synthesize trending themes related to customer pain points and share them with the broader Product, Design, & Engineering Growth team
Proactively suggest and/or develop content in support of resolving key customer pain points, collaborating with the Customer Education team as appropriate to scale impact
Before you dive into this: Don’t worry if you don’t check all our boxes. It's just our dream list! If you have potential, we’ll help you grow.
2+ years experience in a customer-facing technical role at a B2B tech company
Exceptional written and verbal communication skills
Ability to conduct presentations and product demonstrations to a large group
Natural problem solving skills
Quick learner and self-starter mentality
High motivation and team orientation
The expected base pay range for this position in the San Francisco area is $72,000-97,000. In addition to the base pay, this role is eligible for competitive equity awards and benefits.
Productboard's pay ranges are determined by role, level, and location. Within the range, the successful candidate’s starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future.
