What You'll Be Doing As A Part of Our Team
You will be responsible for collecting, defining, grooming, and prioritizing requirements for:
- Customer Success (CSM): Building tools for health scoring, success plans, and automated risk triggers. You will ensure CSMs have visibility into support trends and implementation milestones to proactively manage renewals.
- Customer Support: Optimizing Case Management, Chat, and Digital Engagement. You will own the Omni-Channel strategy to ensure rapid response times and high First Contact Resolution (FCR).
- Implementation: Designing the technical framework for the Implementation phase. You will ensure a clean data handoff from Sales to the Professional Services team to reduce Time-to-Value.
Core Responsibilities Include:
- Agile Product Ownership: Manage the Jira backlog for the Service workstream. You will facilitate grooming and planning sessions, ensuring every ticket has crystalline Acceptance Criteria (AC).
- Omni-Channel & Routing: Architect complex Queue structures and skills-based routing to ensure the right work gets to the right person across Support and CSM teams.
- Case & Journey Logic: Standardize the Case lifecycle and Milestone tracking to measure performance against SLAs (Service Level Agreements) and OLAs (Operating Level Agreements).
- Cross-Functional Data Integrity: Ensure that Support data (tickets) and Implementation data (project status) roll up into actionable insights for the CSMs and the Senior Director of Business Apps.
- Innovation & Deflection: Identify opportunities for Self-Service (Knowledge Base) and automation (Flows/Macros) to deflect low-value tickets and allow agents to focus on high-value interactions.
What You Should Have To Qualify
- 5+ Years of direct Product Management ownership of Salesforce Service Cloud.
- The SaaS Retention Lens: Deep understanding of how Support and Implementation quality directly impact customers.
- Technical Mastery: Expert knowledge of Cases, Chat, Omni-Channel, Queues, Entitlements, and Service Console.
- Agile Native: Expert-level proficiency in Jira and the Scrum framework.
Ideally, You Would Also Have These
- Stakeholder Management: Proven ability to balance the reactive needs of Support with the proactive needs of the CSM department.
- Salesforce Certified Service Cloud Consultant
- Certified Scrum Product Owner (CSPO) or Professional Scrum Product Owner (PSPO)
Culture is at our Core
- Service: Create Raving Fans
- Accountability: Follow Up; Own Up
- Attitude: Possess True Grit
- Personality: Be Minty
- Work Ethic: Be Rock Solid
- Community Outreach: Give Back
- Health and Wellness: Live Better
- Resource Efficiency: Do Ms With Menos
About Us
Here, we work hardbut we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you're a can-do kinda person who loves to help Members win and enjoys working from just about anywherethen you'll fit right in. We've got big plans, but we can't achieve them without you. Join us, and let's achieve greatness.
