Senior CRM Product Manager- Customer Success

  • San Francisco, CA, USA
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

At Square, we build elegant solutions to solve real problems. As a CRM Product Manager you will be a part of the Business Technology team with a focus on supporting Square's Customer Success teams. You will deliver enterprise solutions to our partners spanning across Support, Risk, Compliance, and Disputes. As part of this role, you will understand our internal users and will focus on increasing the efficiency of our vertically integrated operations, building scalable platforms, and creating excellent tools that help develop and customize operational workflows. 

You Will:

  • Inspire creativity and translate Customer Success executive strategy to ensure cohesiveness across Support, Risk, Compliance, and Disputes functions

  • Be the expert on product, solution, and process domain relating to customer success like Web-to-Case, First Contact Resolution, and Customer Feedback

  • Consult and guide partners to maximize value of connected applications including Salesforce Service Cloud w/ Omni-channel, Helpshift, NICE, Gridspace, GetFeedback, Khoros, and other third-party customer success enablement tools

  • Be a strategic technology partner and maintain relationships with product owners, leadership, and support engineering teams

  • Lead requirements gathering sessions, document current and future state business processes, and understand priorities to recommend technology solutions

  • Strategize all future technology investments to align with business objectives

  • Establish KPI metrics to understand return on investments and impact on process domain

  • Identify opportunities to improve or automate current state business processes

  • Create user stories to support the development of Salesforce solutions

  • Manage, groom, prioritize backlog, and partner with the delivery team for delivery

  • Project manage smaller projects and measure quantifiable value delivery

  • Be a product manager for new builds and partner with UI/UX and engineering resources

  • Help improve standardization and adoption of common practices

  • Write technical documentation and provide team training

Qualifications

You Have

  • BS in Information Systems, Computer Science or other relevant degree

  • 8+ years of product management experience, with at least 2 years building internal tools

  • 5+ years of enterprise experience using Salesforce to develop business solutions

  • Led the delivery of company-wide product plans

  • Abilities to summarize complex internal needs across the company

  • Expertise in developing a multi-year vision and accompanying product road map

  • Experience with project management methodologies to manage timelines

  • Experience with agile-scrum methodologies for sprint planning and execution

  • Experience improving data quality

  • Understanding of CRM principles including service cloud and customer success processes 

Even Better:

  • Certified Salesforce Administrator, Developer, or Service Cloud Consultant

  • Experience with Omni-channel and Einstein Bots

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources