Product Manager - Customer Success Platform Team

• Help Scalable’s Client Success teams to work efficiently and effectively by enabling them with industry-leading tooling and processes.
• Integrate and build the tools and features that guarantee that Scalable’s clients receive world-class customer support in a timely manner even during phases of high-growth or unexpected market events.
• Ensure that key serviceability metrics are tracked and monitored. Make data-driven decisions that try to foresee any future potential bottlenecks in Scalable’s service pipeline.
• Build the necessary tools to make support processes secure and phishing-proof. Make Scalable’s support processes the most secure offering on the market. Let’s lead the FinTech space by example!
• Drive the decision-making process and select the right 3rd-party tools for our CRM, call-center, support chat, AI-support tooling, and customer help center solutions.
• Bridge the gap between the support department and the feature product and development teams to ensure Scalable’s product offering is built with serviceability and client-growth-resilience in mind.

Requirements

• Passion for digital products and world-class customer support
• 3+ years of professional experience in agile product development (experience in the financial sector or a Client Success role is advantageous)
• Strong analytical thinking, leveraging both quantitative and qualitative data to drive decisions
• Excellent communication skills that are clear, concise, and targeted towards your audience - software engineer, stakeholder or executive
• Empathy for the end-user and a relentless focus on understanding user problems and needs
• Hands-on mentality: from idea to UX-prototype to user story and design, you can handle it
• In depth knowledge about the technology landscape for client success, call center, chat, AI- support, and CRM solutions
• Experience with common agile working tools and technologies like Jira, Confluence, Balsamiq, SQL/Metabase and similar applications
• Excellent English communication skills (German is advantageous but not necessary)
• Experience building B2B SaaS products → familiarity with intra-org processes and how to build products to support these
• Strong business process mindset