LogMeIn

  • Group Product Manager, Care Support Platform Services

    Job Locations US-MA-Boston
    Category
    Product Management
  • Overview

    The vision of the Care Support Platform (CSP) is to provide a predictive, evolving support ecosystem that drives loyalty by exceeding customer expectations.  We are evolving our platform to achieve this by providing delightful, open and simple support experiences that our customers love.  We enable frictionless access to our content by wrapping our rich self-help and community knowledge base with rich data tagging so that the content is easily searchable and discoverable by our customers. Our goal is to evolve the self-help platform so that our self-help and community knowledge base is personalized and relevant in meeting our customers’ needs at the right place, at the right time and across devices.

     

    As the GPM of Care Support Platform (CSP) for the LogMeIn (LMI), you will establish an exciting vision for how self-help and self-service solutions can deliver experiences that our customers love. You will begin to understand what our customers want to do via self-service and experiment our way to success, with the goal of improving our ability to acquire, retain and delight customers.

    Responsibilities

    As the GPM, Care Support Platform,  you will be responsible for the following:

    • Building a vision, strategy, and roadmap for CSP that will evolve with and across all LMI product lines.
    • Partnering with LMI’s Business Units to create in-product help/ service experiences. Even though the CSP platform lives as it's own, the goal must also be something that can be served on an atomized basis inside the product to help customers at the point of need.
    • Innovating on behalf of our customers who seek to interact with the LMI products via self-service, including but not limited to support for a problem or question or self-service account management.
    • Working with product managers to develop product plans that contain initiatives and strategies that align with our Business Unit goals and drives to make impactful improvements to product self-help.
    • Building and mentoring a team of high impact product managers.
    • Developing deep customer insights using quantitative and qualitative data through customer research and analytics to support recommendations for web channel solutions.
    • Envisioning, designing, and delivering a seamless handoff from self-service to agent-assisted support.
    • Collaborating with design, engineering, usability, analytics, and product teams both within customer service and across the company to test and launch self-service features and products.
    • Driving definition of scope and managing business case development and approval, requirements.
    • Developing and disseminating understanding of our support site performance and competitors’—strengths, weaknesses, opportunities, threats, and differences.
    • Working with creative resources to drive development of necessary content and experiences.
    • Leveraging A/B in-market testing to experiment, analyze test results with analytics to streamline experiences to get agents and customers to right place, right product, right level of information, right interaction (in-product help, bucket testing, etc).
    • Having a fundamental understanding of all upstream and downstream systems and processes; analyzing and risk-managing the technology impact of any changes.

    Qualifications

    • A product manager who is customer obsessed, bold innovator, who practices lean and focused way of executing projects and is deeply passionate about the Care Support space. This person should bring people and teams in the organization together to achieve the missions and goals of the company.
    • A person who is a lifelong learner, who is not afraid of making recommendations on how to solve problems and is a subject matter expert in the area of Care Support.
    • One who nurtures talent, by sharing domain knowledge and wisdom to anyone who asks. Doesn’t hesitate to step in and provide best practices and frameworks. Encourages mutual sharing and learning through interactions with others, even in an informal capacity.
    • 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or equivalent experience.
    • 5+ years experience in Product Management, Customer Service or Web Analytics and development and 3+ years management experience.
    • Demonstrated track record of success working with cross-functional teams with ability to sell ideas and plans to internal constituencies, executives, customers, and partners. Able to inspire and  influence teams to band together and charge towards a common company goal (vs optimizing only for individual teams).
    • Analytical and quantitative skills; mastered “test, measure, learn” feedback loop skills (always close tests / experiments with data). Can clearly define target customer, their problem, and unique value we deliver.
    • Proven track-record developing customer self-service and agent-assisted support experiences and have some experience in designing customer-facing products and services.
    • Able to manage a major project, including the various moving parts and complications, adapting as the project progresses. Makes no excuses - takes responsibility for decisions. Finds opportunities to give the spotlight to the team when it outperforms. Has the courage to step up and defend decisions, and the capacity to learn from criticism.
    • Demonstrated strong attention to detail including precise and effective customer communications.
    • As the GPM, Care Support Platform,  you will be responsible for the following:

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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