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Principal Product Success Manager
Posted on 4/7/2022
Experience Level
Desired Skills
  • 10+ years relevant experience in the world of enterprise software, preferably in SaaS
  • A professional background in either or product or program management, quality assurance, customer success and / or support
  • A good work ethic with an ability to have flexible work schedule to support all our key stakeholders within Collibra and our customers all over the world
  • Proficient level of written and verbal communication skills. A talent for active listening, showing empathy, conflict resolution while showing a sense of humor
  • Experience with cross functional and remote collaboration, problem solving mindset during an product escalation or issue handling process, ability to empathize with all stakeholders and ensure all stakeholders are heard and correctly informed
  • Passionate about solving problems effectively and efficiently through cross functional collaboration and data informed prioritization and decision making
  • Process and communication minded as you know you can't accelerate at scale without continuously improving processes and communication
  • Familiar with supporting different types of stakeholders, and working with cross-functional teams in a dynamic and global environment
  • Experienced and methodical in handling, prioritizing and following through on many different types of requests for key product stakeholders
  • Data driven, and understand the importance of collecting the right information, analyzing if fast and ultimately reporting insights and status back to key stakeholders
  • Within your first month, you will be successfully onboarded in the Product, Design and Engineering team and you will be more familiar with Collibra's Data Intelligence Cloud products like Data Governance, Data Catalog, Data Quality, Data Privacy and Data Lineage
  • Within your third month, you have established yourself as the primary interface for the product team for any type of product related request and escalation with the primary goal to solve these more efficiently and effectively
  • Within your sixth month, you will have designed and productionalized a scalable system and process to handle any product related request or customer escalation, our product team will be enabled to handle these requests and our customer-facing stakeholders will be served better and faster ultimately leading to a higher customer satisfaction
  • Collaborating with product leadership to learn the product and understand our product vision, strategy and roadmap in order to build a central information and knowledge base about product beyond our current classic product information systems
  • Partnering with Customer Success, Support and Product to effectively handle and follow through on high priority requests and escalations related to our product to ensure visibility, traction and ultimate closure
  • Navigating the Product and Engineering organization to find the right owner(s) and collecting the right information to solve our stakeholders' requests
  • Establishing and maintaining a scalable system and process to handle all sorts of requests related to product and to build a product knowledge base in order to allow our stakeholders to self serve
  • Learning from past and current systems, processes and stakeholders in order to ultimately and continuously improve customer satisfaction and retention through effective and top-notch service that Product delivers both to our internal stakeholders as well as to our customers
Data intelligence platform