Customer Alliance is a leading technology firm in the Voice of the Customer space.
We empower companies to take advantage of the feedback economy. Thousands of satisfied and engaged clients use our platform to listen to their customers, to understand satisfaction drivers and to drive actions to improve the Customer Experience.
We are looking for an experienced and proven leader to take on the reigns of our crucial Product Team as our Head of Product. Reporting into the CEO, this senior position comes with significant exposure to top management.
Where Your Expertise is Needed:
Product Strategy
- Drive and communicate a strong product vision in close collaboration with the CEO
- Based on that vision, you are responsible for developing and executing our product roadmap
- Focus the team on continuous customer value delivery. You will decide on what to build now (vs. what not), how to validate to avoid wasting time and you will measure outcomes (vs. outputs) with objective metrics
- Ensure that we understand the market, our customers and our competitors extremely well. We will operate from a strong basis of knowledge and confidence
Support
- Work closely together with the head of support. Empower the support team to provide fast high quality answers to incoming technical questions from customers and the team
- Partner with the support team to highlight customer issues, and collaboratively work together to solve their root causes
- Enable the support team to produce leverageable FAQs, knowledge databases and templates instead of answering the same questions all day
Leadership
- Hire, develop, and retain the best talent in the industry. You will lead the product management, QA, UX/UI design and support team. The head of support will report to you
- Provide strong and visionary leadership to your teams, enhance and develop a strong team culture of trust and commitment
- Keep calm and focused in a dynamic, fast-paced environment working towards targets. Multitasking doesn’t stress you out
Communication
- Follow predictable communication schedules. Communicate the state and development of the product to all internal and external stakeholders
- Maintain a high customer and employee satisfaction by providing fast high quality answers to technical questions
You Are:
A proven leader
- Hands-on & trustworthy: successfully coaches people to excellence, effectively recruits and motivates people, as well as shapes the leaders of tomorrow in a high velocity, high activity growth driven company
- Pragmatic: outstanding at building product strategies, communicating them and driving execution,
- Dedicated to your team’s success: Able to roll up your sleeves and do what is needed for the success of your team
Experienced
- 5+ years of experience in agile software product management
- 3+ years experience in building, leading and developing high-performance teams in a scrum/agile environment. You have led a group of 15+ people
- B2B SaaS background required
- You have collaborated with customer support functions before
- Ability to juggle multiple priorities in a fast-paced, dynamic environment, with a strong bias for action
- Hands-on experience with measuring the success of your product and continuously iterating to improve it for the benefit of our customers
A strong communicator
- Strong communication and presentation skills, especially in communicating and simplifying complex topics
- You follow predictable communication schedules
- Excellent written and verbal communication and presentation skills in English
What We Offer:
- An international team and great atmosphere with regular events such as Friday evening beers, table soccer, ping pong, and team-building measures
- Home office once a week and flexible working hours
- Private company pension plan
- Structured on-boarding plan with your own buddy to support your daily workflow
- Regular feedback meetings
- Up to 30 days of vacation, earning 1 additional vacation day each year of employment
- One sabbatical month after each year of employment
- After 2 years Master Card with a credit
- Free gym membership and great cooperation with different partners for employee discounts
- Yearly education budget of 1.000€ for your professional development