Rippling is currently seeking a motivated and entrepreneurial individual with expertise in product, operations, and SaaS GTM to manage our Customer Insights program. This role sits within the Go-To-Market organization at Rippling, but it engages with cross-functional teams in Product, Implementation, Support, and more to ensure that Rippling is focusing our product development efforts on driving superior customer and prospect outcomes.
What you’ll do:
- Manage our Customer Insights and Feature Requests within Salesforce, maintaining and refining priorities through Reports, Dashboards, and List Views
- Run monthly meetings with product vertical leads to discuss progress against top Feature Requests and inform roadmap direction, championing needs surfaced and backed by customer insights
- Run Advisory Boards with groups of internal stakeholders in Sales, Post-Sales, and Support across all verticals and geographies to gain qualitative data to refine quantitative insights
- Provide readouts at multiple levels on program progress to executives, managers, and the field
- Lead customer-specific “swarms” with product and the field, tracking feature gaps and commitments, driving towards resolution whenever possible
- Work with product managers to enable them to productively and proactively interact with Customer Insights in their product area.
- Continuously improve the Customer Insights program on every level, evolving it to provide more value over time
Qualifications:
- Bachelor’s degree or equivalent work experience required;
- Minimum 2-3 years of experience in customer insights management, product operations, product marketing, or directly related role
- Demonstrable experience in working collaboratively with product teams, sales teams, and post-sales teams to shape a product roadmap
- Strong analytical skills, must be comfortable with Salesforce and capable of owning all data management and analytics for the program
- Strong track record of leading and executing cross-functional initiatives
- Strong communication skills, both written and verbal, with the ability to effectively convey complex information to a variety of audiences in Slack and in-person, both at the executive level and in broad field communications.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
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