Product Operations Specialist – Ads

  • Project Manager, Administrative
  • Full-time Remote
  • 3 weeks ago
  • Work Remotely
  • Shift Morning
  • Job Qualifications Bachelor
  • Job experience 1 to 2 Years
  • Job level Entry Level

Job Description

 

No prior product management experience is necessary – please apply if you have a CSM, Support, Marketing, or related background.

If you work tirelessly to ensure that the customer experience doesn’t suffer, and are often thinking about ways to improve customer satisfaction no matter the means, this is the role for you. 

In it, you’ll work closely with our Product Marketing, Customer Success, Support, Onboarding and sales teams to ensure that customers and prospects are seeing the full value of our products and accurate and relevant roadmap updates. You’ll join customer calls, to listen in or demo/support product conversations and aggregate information, bringing back the highlights and lowlights to the product development team. 

Your role will be instrumental in ensuring that our roadmap aligns with the feedback we are receiving from customers as well as the communication of any changes or additions to roadmap to ensure our customers are abreast of the latest product developments. You’ll work with customer success and product marketing to convey the benefits of our products, including assessing optimal configurations for Tier 1 products.

How well we are listening to the market is imperative to our growth, who are we going up against? What are the common requests and pain points we hear from our prospects and how do we use this as a competitive advantage? This role focuses not only on ensuring that we are closely aligning with sales to close new deals, but also understanding why customers choose us or why they didn’t. 

As important as finding the themes, is being able to execute. Always two steps ahead of the rest of the product-dev team, this role works closely with Product Management to ensure requests align with the roadmap, that resources are available and most importantly that we thoroughly understand the problems we are trying to solve.

Responsibilities:

  1. Collect data from multiple sources to help make sure we build the right products for our enterprise customers at the right time.
  2. Communicate beyond “what products are coming and when” to articulate why we’re building it, who it’s for, the problem it solves, and the value it brings. Not just internally, but to our customers as well.
  3. Partner with Product leadership across functions (PM, Design, Engineering, AI Conversational Design, but also interface with GTM groups) to ensure that our various teams run smoothly and have the resources they need to succeed as we grow
  4. Develop a consistent method to track product health metrics and customer adoption metrics to drive our planning
  5. Identify likely root causes for key product health gaps (using quantitative and qualitative data) and present recommendations to address them
  6. Collect, quantify & prioritize product-related challenges to be considered by product and engineering in future development. Up level the understanding of how the product is being used in the real world
  7. Drive the planning and execution of releases from concept to GA by pairing with Product 
  8. Attend customer, prospect and other internal calls to answer product questions, roadmap, opine on customer set up, demo set up and more
  9. Manage betas, critical account programs, and user research processes

What’s expected:

  1. You have a history of working with large enterprise customers and in the marketing space. You know how they work, you know what they care about, you understand their needs, and you know how to get the most out of a relationship.
  2. An immense sense of empathy. You have to be able to get inside the core of these companies and their stakeholders. You have to be able to draw strategic needs out of them, because you feel and understand their business.
  3. Attention to detail. You see flaws in things and how those dominos might fall. You check and re-check to assure your knowledge of the situation and communication of value is flawless.
  4. An always-on sense of urgency. You understand what we’re trying to accomplish, and you want to get there two weeks ago.
  5. You are a great teacher and communicator. You’re able to bring everyone on the journey with you and educate, train, and help us all serve the needs of our largest customers. On the flip side, you’re able to help our customers and equip customer success managers with talk tracks and get them to  understand and agree with why we may or may not be building something they’ve asked for.
  6. A love of product development and a history with it. It’s one thing to have managed the relationship with customers, it’s another thing to have done it within a product organization. You need to “get” product management.
  7. Previous experience with facebook and instagram ads, and/or chatbots required.
  8. Previous experience in social ads, search, social media, reviews management is a plus.
  9. Previous customer facing experience required
  10. Excellent written and verbal communication skills

Why Work for SOCi?  

  1. Everyone is held to the highest standards, but we make sure to have fun too 
  2. Opportunity to really make a difference and implement your ideas
  3. Bea part of something you believe in
  4. Culture of constant learning and professional growth

About Us:

SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last 4 years in a row.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence across search, social, reviews, listening, ads, bots, and more. As the largest localized marketing platform in the world, SOCi makes the impossible possible by enabling top brands and their locations to strengthen and scale their digital presence across limitless locations.

Our accolades include:

  1. Recently closed a Series D investment round of $80 million, led by JMI Equity
  2. 4xhonoree on Inc. 5000 Fastest Growing Companies in America
  3. 2xhonoree on Financial Times’ Fastest Growing Companies
  4. 3xCEO Finalist for Ernst & Young’s Entrepreneur of the Year award
  5. Winner of the Mar Tech Breakthrough Award for Best Overall Social Media Management Platform
  6. #1Rank by Entrepreneur magazine’s Top Marketing Providers for Franchises, three years in a row
  7. Front Runner for Gartner award in Reputation Management & Brand Management
  8. 2021 Honoree on Forbes America’s Best Startup Employers

What’s SOCi’s culturelike?

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe! This position is remote and thereby needing stable internet connection to be successful in this role. We offer flexible PTO, comprehensive health& benefits packages, 401k and matching  (amongst many other perks).Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. 

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

 

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