Senior Product Manager, Customer Onboarding

You love to make processes easy for people. When people run into friction in a system you support, you feel their pain, but you don’t get paralyzed with despair. You see it as a burst of learning you can use to make the process better for the next person.
You believe the buck stops with you within your area of responsibility. Yes, there are fantastic engineers, UX designers, QA engineers, tech writers, and technical support engineers who are the experts in their domains and contributing to the mission. But inevitably when something falls in the empty space between those roles, you identify it and create clarity about what or who is needed and you get everyone moving in the same direction.

Still reading? Great! This role isn’t for all product managers. Yes, you’ll do standard PM things – organize, communicate, and implement a roadmap, build relationships, and become the expert in how users use your areas of our product. In this role though, it’s more about continuous iteration and improvement than it is giant greenfield new features. If taking a system from “already industry-changing” to “lasting pillar of strength of a business” is your thing, you’ll thrive!

What Expel can do for you

• Provide opportunities to have a measurable impact on the company’s key business metrics right away.
• Expand the breadth and depth of your knowledge of the security industry and security product landscape
• Give you broad and deep experience in the three major Cloud Infrastructure platforms (AWS, Azure, and GCP)
• Surround you with experienced, collegial colleagues in Technical Support, UX Design, Engineering, and Technical Writing who are all trying to make Expel’s operations scale 10x.
• Give you a foundation you can build on. We’ve been working on this for years but know there’s a lot more we can do. In other words, you won’t be starting from scratch.

What you can do for Expel

• Take ownership of our overall customer onboarding experience
• Prioritize our 100+ (and growing) security technology integrations by frequency of onboarding and opportunity for improving the experience, and focus improvement efforts where they’ll achieve the greatest impact
• Reduce the number of support cases generated from customer onboarding
• Build relationships with internal customers and use their input to distill the many requests into a roadmap that achieves maximum impact
• Balance a PM’s responsibility for both short term and long term results

What you should bring with you

• A curious, tenacious, and discerning mentality.
• Familiarity with software engineering processes, from work planning to coding to software deployment.
• Familiarity with general SaaS onboarding practices (B2B for direct relevance, B2C for inspiration of what’s possible)
• Empathy for and ability to work effectively with technical support and documentation teams. You understand how their world works, how to build trust, how to make their jobs easier for them to do, and can get things done with them.
• The ability to gather more information about a particular customer interaction through multiple methods, including but not limited to reading tickets, product usage analytics, asking questions of people from a place of curiosity, and customer interviews.
• Mid-depth understanding of how products integrate with each other in general. You understand what an API is and various means of authentication (username/password, API keys, Oauth2, etc)
• An understanding of what Infrastructure as Code is, the difference between Terraform and CloudFormation, and how technical teams use these tools to manage their cloud infrastructure.
• Ability to quickly learn about a product and its onboarding. With 100+ integrations, there’s no way you (or anyone at Expel) is going to know everything about every one of them.
• 7+ years of professional experience, with at least 4 years in Product Management.

Our hiring process

We respect your time and attention. We will set expectations for when you’ll hear from us after an interview. If we can’t meet those expectations, we’ll contact you to reset them.

Here’s our interview process for this position (5 hours total interviewing time). New Expletives consistently say our interview process gave them an accurate picture of what it’s like to work here.

• Chat with a recruiter (30 min)
• Video interview with hiring manager (Director of Product Management) (60 min)
• “Virtual onsite interview” (can be scheduled contiguous or broken up):
  
  • Product Management leadership (VP Product Management and Senior Product Manager of a related team, 60 min)
  • Team leadership (Senior Manager, Engineering and Senior UX Designer, 60 min)
  • Peers