Summary

What you will do

As a Product Alignment Manager in the Customer Success team you will be responsible for shaping the Customer Success offering for Consensys’ core products and partnerships. You’ll be focused at the highest level on the total customer experience for users and clients who need to engage with us, whether during their implementation, adoption or their ongoing utilization of Consensys’ products. This is an internal role and you’ll work closely with the product teams to feed back into the development cycle and to improve the overall service experience and offering.

You will be responsible for:

1. Designing the overall scope and structure of your program, driving success by engaging relevant stakeholders from different teams within Consensys
2. Owning the overall relationship, acting as a virtual ‘ambassador’ between the groups to ensure alignment at both the tactical and strategic levels
3. Align and harmonize OKRs and KPIs between the product teams and the customer success organization to drive successful collaboration
4. Manage any risks, resolve conflicts and ensure that gaps are identified and handled efficiently
5. Ensure program documents are complete, current, and available
6. Be proactive to ensure communication, awareness and visibility to all relevant stakeholders
7. Identify people and resources needed and work closely with team leads in order to maintain visibility of multiple projects
8. Reflect relevant status to CS and product leadership as well as all relevant stakeholders

Would be great if you brought this to the role:

1. Your amazing people skills, so you can collaborate and engage with relevant stakeholders and drive progress
2. Your communication skills, so you can communicate, listen and reflect information and through that, create strong working relationships
3. Your polished organizational skills, to manage multiple work streams in parallel and keep track of overall status
4. Your experience leading programs or projects within software companies: this will be crucial to allow you to work independently and make a difference
5. Your strong analytical skills, to plan and measure the success of your projects

Bonus if you have:

1. Background in software-related customer-front professions such as CSM, customer support etc.

Skills

• Analytical Thinking
• Communications Skills
• Product Management
• Team Collaboration