Product Line Manager - Customer Care (remote based, EMEA preferred)

Job description

Who we are?

It's an amazing time to join Dalet as we continue to shape the future of media production, management and distribution. Mature and stable like a large corporation, yet agile and growing like a start-up, Dalet is the perfect place for talented, internationally minded and highly motivated individuals looking to join a very dynamic company where things get done.


Dalet empowers media-rich organizations to transform their production and distribution workflows – accelerating media operations, maximizing collaboration and creating higher value from content. As a leading media technology and service provider with over three decades of innovation, our software solutions enable greater control, enhanced visibility and increased productivity for content professionals and storytellers around the globe.


Leading organizations such as Fox Networks Group, Arsenal Football Club, MediaCorp, Audi, and the BBC trust Dalet to support their daily content operations. Our team is driven by a passion for media and committed to empowering a world where compelling stories are beautifully made, effortlessly told and thoughtfully delivered.


Learn more at www.dalet.com and https://www.linkedin.com/company/dalet-digital-media-systems


Role Description

With customer success as a top priority, Dalet is transforming its business model and solution offerings from license-based to subscription and SaaS. The Product Line Manager – Customer Care will play a key part in this transformation to enforce across all Dalet product lines an optimal journey throughout the customer lifecycle stages: acquisition, engagement and retention.


This strategic role in the Product Management team will actively interact with R&D and Customer Success teams to optimize the delivery and operations of Dalet products worldwide.


Responsibilities

Define an internal framework across all the Dalet product lines to industrialize the customer journey :

  • Automate the on-boarding of new customers and integrate the products with the internal information systems.
  • Standardize usage data collection to facilitate the billing process.
  • Design the aggregation of customer analytics to inform success/failure of features/releases.
  • Organize the exposure of information from Dalet products to other Dalet departments (sales, presales, customer success, product) via the internal information systems.
  • Standardize the promotion of new capabilities to the end-users directly via the product interfaces.
  • Integrate the products with the Customer Success knowledge base to minimize support calls and tickets.


Identify continuously areas of optimization for the customer journey: build and maintain an associated roadmap.


Contribute to the global growth of the product team by engaging in knowledge sharing and infusing customer care as new pillar of the product team.

Requirements

  • At least 5 years of Product Management experience on a B2B SaaS product.
  • Practical experience in cloud and micro services architectures.
  • A thoughtful leader, customer centric, who instills confidence and is also able to get into the weeds.
  • Excellent communication skills, with the ability to articulate both verbally and in writing a compelling vision.
  • Used to working in an international distributed team environment, with large projects and in complex organizations.
  • Disciplined and results oriented. Must be entrepreneurial with a high-level of energy, intensity, dedication, and an unrelenting drive to succeed and win.
  • Ability to prioritize, negotiate, and work with a variety of internal and external stakeholders.
  • Fluent in English (written and spoken).
  • Travel, when safe to do so, will be required to participate in internal/external meetings: up to a quarter of the time.