Product Manager- Customer Engagement Platform

6 months ago

Kuala Lumpur, Malaysia Powerverse Development Ltd Full time

**About Us**:
At Powerverse, we are empowering people and communities to run their lives on sustainable new energy with ease. Our teams Build Products that Matter, and we value being Bold, Responsible, and Trusted.

Powerverse is a leader in the growing Energy Management market and is owned by Lightsource bp. We are repowering a smart, connected, electric world that is convenient, economical, and clean. We help companies and consumers benefit from reduced energy prices at lower costs to go green. We make it simpler to shift to an electric world with easier buying, installation, and service journeys by taking away the option overload with our smart AI and automation at the premises.

**Job Overview**:
design, implement, and enhance features of the Customer Engagement Platform to facilitate outstanding sales and service experiences.

**Key Responsibilities**:

- Develop and execute a cohesive strategy for our Customer Engagement Platform, that aligns sales, service, and marketing capabilities with business objectives.
- Identify opportunities for process optimization and automation to improve sales efficiency, service delivery, and marketing effectiveness.
- Define key performance indicators (KPIs) that will ensure we focus on the best customer outcomes, and develop and track meaningful metrics to measure the success of customer engagement initiatives.
- Work closely with technical teams to priorities and deliver features, ensuring timely releases and high-quality implementations.
- Evaluate, select, and integrate solutions that address specific business needs and expand the core capabilities provided by Salesforce, HubSpot, and Braze.
- Measure and analyze product performance using key metrics, and optimize the Customer Engagement Platform based on data-driven insights.
- Conduct research and user feedback analysis to identify opportunities for enhancing the Customer Engagement Platform
- Keep abreast of the latest trends in customer engagement technologies and best practices, incorporating innovative ideas into the product roadmap
- Develop and maintain comprehensive product documentation, including user stories, use cases, and process flows.
- Lead cross-functional teams in agile development processes, fostering collaboration, transparency, and efficiency
- Advocate for the customer within the organization, promoting a customer-centric culture and putting customer needs at the forefront of decision-making processes.

**Requirements**:

- Experience: At least 18 months experience in product management, with a strong focus on CRM and marketing technology platforms, preferably in a fast-paced, technology-driven environment.
- Education: A bachelor's degree in Business, Marketing, Computer Science or a related field is desirable but not essential.
- Technologies: Experience working with Salesforce Sales Cloud and Service Cloud, and/or HubSpot, Braze and similar platforms is essential.
- Data Proficiency: Proficiency in using customer engagement tools, CRM software, and analytics platforms that will underpin the digital experience.
- Industry Knowledge: Experience in working to bring sustainable technologies to market, or in the energy or energy management sectors will be advantageous.
- Analytical Skills: Strong analytical and problem-solving abilities with the capacity to use data to draw insights, make informed decisions, and drive actions.
- Customer-Centric Mindset: Deep empathy for customers and a passion for creating exceptional customer experiences.
- Communication Skills: Proven ability to collaborate effectively with cross-functional teams and present insights to stakeholders at all levels.
- Project Management: Demonstrated ability to manage multiple projects simultaneously, set priorities, and meet deadlines.
- Strategic Thinking: Proven experience in developing digital product strategies aligned with business objectives.
- Innovation and Creativity: A forward-thinking mindset with the ability to come up with innovative ideas to enhance customer engagement.

**Why Join Us**:
Join a dynamic and innovative team that values creativity, collaboration, and customer focus. You will have the opportunity to make a significant impact on our customers' experiences and contribute to the growth and success of our business.

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