Associate Product Manager - Customer Excellence

We are seeking a skilled Associate Product Manager to join our Customer Excellence team. In this role, you will focus on enhancing the customer experience by analyzing customer interactions, doing user research, crafting effective communication strategies, and implementing communication campaigns using tools like Clevertap. You will play a crucial role in ensuring a seamless experience for our customers.

Key Accountabilities:

Analyze customer support interactions to identify recurring issues and areas for improvement.

Create PRDs based on customer insights and work with Tech and Design teams to get them executed.

Work with cross functional PM teams to get the relevant features implemented to solve customer issues and improve customer experience.

Develop and execute customer communication strategies that address identified issues and enhance overall customer satisfaction.

Set up and manage customer engagement campaigns using Clevertap or similar marketing tools.

Monitor and analyze the performance of communication campaigns, providing actionable insights to optimize results.

Collaborate with cross-functional teams to ensure communication strategies align with broader business goals.

Stay updated on industry trends and best practices in customer communications and marketing analytics.

Core Competencies, Knowledge and Experience:

1+ years of experience in product management, growth, customer communications, marketing analytics, or a related role.

Hands-on experience with marketing tools like Clevertap, HubSpot, or similar platforms.

Strong analytical skills with the ability to interpret data and translate it into actionable insights.

Excellent written and verbal communication skills.

A customer-centric mindset with a focus on improving the overall customer experience.

Ability to work collaboratively in a fast-paced environment.

Experience with user research (interviews, surveys, data-driven insights).

Entrepreneurship experience would be a plus.

Preferred Background:

Experience in a customer experience or customer success role.

Familiarity with customer journey mapping and customer feedback analysis.

Proven track record of implementing successful customer engagement strategies and working with cross functional teams.

Professional Qualification:

Bachelors in Engineering Or MBA from Premier Institute.