Full-Time Product Owner

Be an Activate product expert and customer success best practices advisor, for CSM’s, Customers and prospects in your portfolio/region.

Share product knowledge, best practices, processes, ‘how to’; new releases, product map - through workshops (also on site), decks, ‘train the trainer’ and special meetings, like presale and POC’s.

Work closely with Product management, Product marketing and product education mangers to create more required materials/in local languages to part of Education portal and CSM KIT

Work closely with CSM and lead the business onboarding of new retailer and connect the dots between business and tech during activate implementation.

Work closely with Tech support and engineering teams to address product Bugs, configurations, data issues or requests.

Be proactive regarding education of customers & CSM’s to maximize product usage and value.

Collect & review Product change requests from Customers and CSM’s, to deliver & prioritize to the product management team. Be the Bridge between CSM’s and product management team.

Be representative of CSM’s and customers in product request meetings and new releases processes- working with Support, product, and R&D through these processes.

Work closely Value measurement in order to create success stories and best practices regarding measurement and personalization optimization.

Perform bi- weekly meetings with CSM’s to make sure all required support is being provided.

Participate in customer QBR’s ot steerco in case it required.

Your Objectives/KPI’s related to your region/portfolio:

• Overall Customer Satisfaction & Recommendation & referrals (CSAT, NPS survey)
• Overall Customer Product Usage & ROI from personalization
• Customers Expansion & Renewal
• Commercial and customer success effectiveness

Minimum experience: A minimum of 5 years’ demonstrated experience working with enterprise customers, account management, consultancy roles.

Proven track record: Proven track record of establishing strong customer relationships across levels of an organization. Proven track record in delivering great value to customers.

Skills: Excellent presentation and communication skills, ability to guide and perform long/ onsite/ workshops. Strong communication and interpersonal skills. Diplomacy, tact, and poise when working through customer issues and escalations. Strong organizational/time management skills and the ability to manage multiple projects simultaneously. Demonstrated ability to effectively work cross-functionally. Project management skills Strong analytical skills, experience with data analytics and creating insights out of data. Experience in retail industry, FMCG market, and shopping behavior analytics - an advantage. Experience with CRM/Personalization/ digital advertising is an advantage.

Must haves: Excellent English, and Spanish, Portuguese is huge advantage Excellent proficiency in MS Office tools. Strong experience with creating presentations, best practices/frameworks materials and other educational & enablement documents. Ability to create cross teams’ processes and implement them. Bachelor’s degree

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