Product Manager

  • Fuze
  • Ottawa, ON, Canada
  • Feb 06, 2018
Full time Management / Project Management Product

Job Description

Interested in joining a pre-IPO company poised to transform and shape the enterprise unified communications (UCaaS) landscape?  Fuze is seeking a Product Manager to help further extend our technology leadership position in the market.  

In this role you will be responsible for transforming the ‘activate and onboard’ functions of our platform.  It is critical to our enterprise customers that they are capable of quickly and accurately setting up their Fuze environment, building and configuring their users, and automating as much of the manual processes as possible.  Working closely with a team of experienced product managers and designers, you will have specific onboarding KPIs that accrue directly to customer satisfaction, speed and accuracy of deployments, as well as revenue through the platform.

Project Assignments

  • Own a significant portion of our customer’s activation and onboarding journey.  You will become an expert in the enterprise IT persona and work closely with our customer’s to improve their on-boarding and day-to-day experience in our back office tools
  • Design new process flows and simplify previously manual efforts.  It’s critical that onboarding of all SaaS platforms are simple and automated.  We need you to come in and challenge previously established work flows and assumptions and rebuild while continuing the work that we already have underway
  • Drive process and tooling changes throughout the organization.  It’s only a portion of your job to build new activation and onboarding tools.  You can not be successful unless all of our internal teams (from support to provisioning to training) adapt your tools and the process changes that come along with it.  We need a person who excels at this type of intra-company work
  • Ease customer frustration by working with support to build more stable products and target product enhancements aimed at reducing support volume

Essential Duties and Responsibilities

  • Customer Development
    • Employ product strategies based on a deep understanding of enterprise (1,000+ employees) user requirements
    • Understand key personas and their problem sets
    • Collaborate with our UX team on usability studies and Beta programs to gain critical feedback
    • Travel to visit customers, and for various industry events, will be required for this role
  • Strategy & Positioning
    • Understand Fuze’s strategic and competitive position in the market and ensure product roadmap is aligned
    • Incorporate customer data, research, and market analysis into product requirements and business plans to solve market problems and enhance user satisfaction
  • Product Lifecycle
    • Develop, document, and effectively communicate personas, use cases, scenarios, and requirements
    • Collaborate and work cross-functionally with sales, marketing, service operations, product design and development
    • Participate in agile product development process along with product development; ensure features are prioritized correctly and releases are delivered on time
    • Define and deliver against key business metrics, analyze user behavior and trends, promote adoption and provide business updates to senior leadership

Qualifications

Ideal candidate will possess the following:

  • BA/BS required, MBA is a plus
  • >2 years of Product Management experience with direct product ownership of SaaS product
  • Experience with design and user experience teams focusing on enterprise products
  • Demonstrated skills in developing product roadmaps & functional specifications, launching new products, developing go to market strategies, conducting customer research and facilitating user testing
  • Desire to be the decision maker over a key roadmap / product area
  • Previous experience working on back office products is a huge plus
  • Excellent organizational, presentation and writing skills and ability to successfully interact across functions (at all levels) of an organization and with customers
  • Propensity to question, explore, challenge, and build
  • Motivated, independent PM with the ability to persuade and handle roadblocks while building critical internal and external relationships