Engagement Manager

** We request that this professional be onsite at our office on 333 Bush Street, San Francisco, three days per week (Mon, Tue, and Thursday). 

Productboard is seeking a customer-focused, highly energetic individual to join our team as an Engagement Manager responsible for planning and delivering strategic programs to manage the deployment of Productboard on behalf of our largest enterprise customers. The EM’s are change management guru’s, assisting our customers with creating and executing change & communication plans, and generating thought leadership. Additionally, the EM’s support scoping activities, capture and share customer perspectives, expansion opportunities and manage risks. This role is accountable to ensure that not only is Productboard implemented effectively for our customers, but also that there is organizational diligence and strategic programs in place to support the technology, driving healthy customers and adoption.  

As part of the Professional Services team, the Engagement Manager requires proven project management skills, preferably in a SaaS environment, exceptional communication, change management and program management experience. This individual will work very closely with other cross-functional team members from Customer Success, Sales, Product, Marketing etc… and also navigate the customer’s organization effectively in order to implement the appropriate programs, systems, and people to support the technology and build strong relationships. 

On a typical day, you will...

• Develop a deep understanding of customer processes, objectives, and challenges, making sure that program plans you create are tightly aligned with customer business goals, and uses cases they aim to support with the Productboard implementation
• Lead all communication and coordination during the deployment of Productboard for our largest customers
• Assist the customer to gain knowledge and understanding needed to make key design decisions and help document these decisions
• Contribute to creating tailored documentation, drive change & adoption, aiding in the implementation of governance for Productboard usage
• Capture insights and outcomes to develop a detailed organizational map, based on which you will organize and oversee a persona based knowledge transfer
• Ensure we’re identifying and involving the right customer stakeholders needed for Productboard success and provide your best efforts to keep them engaged
• Possess a strong understanding of Productboard's product, a wide variety of use-cases as well as product management best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes
• Provide updates to internal cross-functional partners (Product Management, Engineering, Sales, Customer Success, Leadership) on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, requests and expansion opportunities
• Collaborate with the Customer Success team to unblock risky accounts and support renewals
• Ensure that key decisions throughout the program are documented and aligned with key stakeholders
• Work closely with the customer to co-define product operations frameworks, processes, and collateral to support the product teams and establish healthy rituals
• Help schedule sessions, coordinate resources involved, be responsible for follow-up and project management 

About you

• You are detail-oriented, love making plans and executing them, a great communicator, and can engage audiences both internally and externally through charisma and enthusiasm
• High-level understanding of product delivery lifecycle management, including familiarity with various operational models and frameworks
• Able to analyze data and technical information to understand current state, planning changes, and measuring the impact of those changes.
• Can collect and work with holistic (and sometimes very little) information and create plans for the optimal utilization of the professional services team’s time
• Be comfortable with being prescriptive when providing guidance/recommendation to customers
• Able to distill complex information into accessible visuals and narratives, and address the unique perspectives and information needs of diverse stakeholder groups
• You can communicate technical information effectively to a non-technical audience, ensuring that stakeholders at all levels understand the implications of the changes
• Knowledge of change management frameworks and tools (Prosci’s ADKAR model or Kotter’s 8-Step Change Model is a big plus). 
• Aware of best practices in change management
• Proficiency in project management methodologies
• Demonstrated experience working with large-scale enterprise customers in a SaaS environment, including managing complex implementations, driving customer success, and navigating the unique challenges and opportunities of enterprise-level engagements
• Highly motivated and team-oriented
• Organized with exceptional follow through
• Understanding of product management and software tools, in particular Jira, a major plus
• Flexible and willing to travel

What’s in it for you?

• Be part of building the world’s first and best Product Platform that fundamentally changes how our industry approaches the craft of Product Management.
• Your customers are going to be the best product teams and minds out there. You will have the opportunity to learn from and advance the work of the best of the best in your field.
• Be a part of a growing and innovative, mission-driven company, with the opportunity to shape the future of our product and customer experience, and to define an entire new market category.
• Collaborate with a talented and passionate team, dedicated to making products that matter, together.

You can look forward to the following benefits:

• Competitive compensation, stock options, company 401k
• A budget for your professional development and ongoing learning
• Flexible PTO and paid sick days
• Life insurance and disability coverage
• Carrot Fertility Benefits
• 1 Volunteer Day per year for you to help causes close to your heart
• 8 weeks of Paternity leave and 12 weeks of Maternity leave
• Mental Wellness Program to support your well-being and self-care
• Company contribution to gym and wellness memberships
• Commuter benefits
• Company contribution and access to best-in-class health benefits and your own Soulmio membership

About Productboard

Productboard is the customer-centric product management platform that helps organizations get the right products to market, faster. Over 5,500 companies, including Zoom, One Medical, Cartier, Microsoft, and Korn Ferry, use Productboard to understand what customers need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Brno, and Prague, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures.

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

• Join at the golden startup age — established stability of a Unicorn with space for individual impact.
• You’ll enjoy an exciting team atmosphere, building a whole new category of software.
• You can help change the way that products are built all over the world.
• We iterate quickly, and decisions are fast. You’ll have a voice in what we do and see the impact of your work.
• We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets.
• We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on.

About our culture

Imagine working in a place where everything matters — most importantly, you. At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where:

• People feel empowered, supported, and included
• Trust and transparency are built into the way we work
• Creativity, curiosity, and continuous improvement are encouraged and nurtured every day

Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open calendars and communication, we don’t waste time on politics or ego. We champion openness by sharing our goals, successes, and failures.

Join colleagues who are passionate about what they do. Team members who are invested in their work environment, and the future of Productboard. Help shape our company, culture, and product!

Check out our LinkedIn Life page, or listen to our People of Productboard podcast for a real feel of what life is like at Productboard.

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion equity. We aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based on gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.

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