Careers

About the Role

We are currently seeking a motivated self-starter who is curious about how to help companies elevate their customer service & support to join our customer experience (CX) team. As a CX manager, this role is responsible for driving high adoption of the software with the end users, and helping the client’s buyers and CX leaders understand and realize the maximum ROI and value with Loris. This team works closely with Product and Engineering to ensure that Loris delivers an excellent user experience. This team also partners closely with Sales to ensure success KPIs are met and with Marketing to share client success stories in the market and with specific potential clients. 

The individual will be given ample opportunity to influence the future of Loris products, as well as how the CX team is structured as it grows, based on client needs.  

About You

• You have at least 1-2 years of experience in consulting, technology implementations, or B2B SaaS customer success management
• You have a passion for simplifying cutting edge technology for your client counterparts through demos, feedback sessions, and weekly touchpoints. 
• You enjoy wielding deep technical expertise of the product and can troubleshoot issues independently, or gather the right level of information before pulling in cross-functional team members. 
• You like to identify important problems and solutions for clients, and can prioritize your workload based on which tasks will have the largest impact for the business. 
• You are detail-oriented and can manage client-facing tasks that may shift in priority throughout the week. You may not have been a project manager in title previously, but you can manage yourself and others’ follow-ups effectively.
• You are able to effectively prepare for and manage meetings both internally and with clients, including but not limited to setting an agenda, identifying required attendees, taking notes, and ensuring action items are completed on time. 
• You are a team player that everyone wants on their A-team, and work well cross functionally both internally and externally
• You are comfortable in a fast-paced rapidly evolving team, organization and market
• You are passionate about AI and have a strong point of view about how this technology will impact the future of business
• You feel strongly about the power of language and communications, and you are confident in your ability to communicate and demonstrate value to your clients 
• Previous experience with data analysis and/or presenting data-driven findings is a plus 
• Previous experience with Zendesk, Salesforce, Kustomer, and other CSPs is a plus 
• Previous experience with presenting business cases and QBRs to VPs and C-suite executives is a plus 

Outcomes:

• Drive initial Loris onboarding with clients, ensuring strong adoption and engagement throughout the client’s lifetime
• Serve as the Loris subject matter expert (SME) for clients, driving ongoing optimization and roll out of new features
• Lend a consultative approach to helping clients achieve high Conversational Quality and drive value with Loris
• Perform periodic Loris reviews for clients to demonstrate ongoing Loris value and positive impact for their businesses
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Loris
• Provide expert customer insight to Product, Marketing and Sales teams on what is needed in the user experience, product capabilities and features to ensure rapid adoption, usage velocity, high renewal and referral rates of our largest clients
• Partner with Sales and Marketing teams on campaigns, case studies and other collateral to help drive Loris’ Go To Market initiatives

   

  Additional Information

  This role will receive a competitive salary + benefits + equity. The salary for US-based employees located in the below markets may expect offers in the below ranges for this role.

  New York City: $70,000 – $90,000

  A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.

About the role:

Loris is looking for an energetic Senior Product Manager to be part of the AI-based product development team, reporting to the Head of Products.

The ideal candidate should possess a technical background, strong intuition for user experience, a data analytics/science mindset and excellent communication skills.

In this role, you will:

• Plan, prioritize and define product initiatives in accordance with the product roadmap
• Drive the product development process end-to-end from discovery, through definition and design, to development and deployment
• Collaborate with R&D, Product Design, Data, QA, and Go-To-Market teams
• Gather needs from existing clients, prospects and internal stakeholders, translate them into detailed requirements and prototypes, and lead their execution
• Act as the go to person for the “why” and the “what” and an excellent partner on the “how” of product development
• Get to know our customers, users, markets and competitors through continuous research and interviews
• Define and monitor product KPIs, analyze user behavior, collect user feedback and iterate on features to achieve product goals
• Collaborate on defining the product vision, strategy and roadmap

Qualities you embody:

• Excellent communication and cross-functional collaboration skills in multinational environment
• Passionate about solving customers’ problems and experiences
• Ability to think strategically, take data-driven decisions, balance short and long term tradeoffs, and bring focus to the product development process & team
• Genuine passion and enthusiasm for Loris’s mission
• Excellent leadership and personal skills
• Self-organized, process driven with the ability to break complex problems down into manageable components and goals
• Ability to handle ambiguity gracefully and thrive in a fast-paced startup environment

Experience you have:

• 4+ years of product management experience, including at least one role as a senior product manager
• High degree of technical knowledge and ability to work closely with data and engineering stakeholders
• Hands-on experience in scrum and agile methodologies
• Experience writing product specifications and other product-related documentation
• Experience building products that have both AI/ML and user experience components
• Worked in a startup and is comfortable in a fast-paced environment
• Advantage – background in software development/Data Science/analytics
• Advantage – experience in B2B SaaS