ChakraHQ - Manager - Product Operations

About the role:

We are looking for an experienced Product Operations Manager (POM), to help craft and execute solutions on the ChakraHQ platform to drive our customers- technical and operational performance, and keep their environments healthy. The POM will serve as the champion of the platform and help implement robust tech solutions to operational problem statements at the client-side. Your problem-solving, project management and customer-facing skills will enable you to effectively represent ChakraHQ within a customer's environment.

You will function as the primary point of contact for all technical, product and support questions on a day-to-day basis and will coordinate with & leverage the various ChakraHQ teams to ensure your customers- success. The close relationships developed with your customers will allow you to understand their business/operational/technical needs & challenges, and help them achieve the greatest value from ChakraHQ. This role will give you an opportunity to help enterprises accelerate their digital transformation initiatives.

Responsibilities:

- Ensure constant communication with customers and emerge as customer's trusted technical advisor and a partner

- Establish business value for customers and help them achieve the targets and ROI

- Establish trust and ownership with consistent coordination and collaboration with client business teams, understanding their problem statements and translate them into tech requirements

- Responsible for customer's renewal and expansion. To that effect, explore new use cases and expand ChakraHQ's platform usage

- Understand, advocate and document customer's use case, architecture and roadmap

- Effectively manage the tracking and resolution of customer escalations on behalf of product and services

- Champion and advocate for the customer within ChakraHQ. Articulate and follow up with Engineering and Product teams on customers- product features and future roadmap needs and address them actively

- Periodic review of ChakraHQ implementation and walk through best practices

Position Requirements:

- Bachelor's degree or higher; MBA is a plus

- 3+ years of demonstrated experience handling enterprise customers of all sizes in Account Management, Technical Support and/or Professional Services functions in a Software/SaaS company

- Strong desire to tackle hard problems and proven ability do so with little or no direct daily supervision

- Excellent communication skills and an ability to concisely explain complex issues and solutions

- Prior experience working for a technology startup (plus)

- Ability to travel up to 10% or more of the time to meet with your accounts