Associate Product Manager - Customer Excellence

Role Purpose:

We are seeking a skilled Associate Product Manager to join our Customer Excellence team. In

this role, you will focus on enhancing the customer experience by analyzing customer

interactions, doing user research, crafting effective communication strategies, and implementing

communication campaigns using tools like Clevertap. You will play a crucial role in ensuring a

seamless experience for our customers.

Key Accountabilities:

● Analyze customer support interactions to identify recurring issues and areas for

improvement.

● Create PRDs based on customer insights and work with Tech and Design teams to get

them executed.

● Work with cross functional PM teams to get the relevant features implemented to solve

customer issues and improve customer experience.

● Develop and execute customer communication strategies that address identified issues

and enhance overall customer satisfaction.

● Set up and manage customer engagement campaigns using Clevertap or similar

marketing tools.

● Monitor and analyze the performance of communication campaigns, providing actionable

insights to optimize results.

● Collaborate with cross-functional teams to ensure communication strategies align with

broader business goals.

● Stay updated on industry trends and best practices in customer communications and

marketing analytics.

Core Competencies, Knowledge and Experience:

● 1+ years of experience in product management, growth, customer communications,

marketing analytics, or a related role.

● Hands-on experience with marketing tools like Clevertap, HubSpot, or similar platforms.

● Strong analytical skills with the ability to interpret data and translate it into actionable

insights.

● Excellent written and verbal communication skills.

● A customer-centric mindset with a focus on improving the overall customer experience.

● Ability to work collaboratively in a fast-paced environment.

● Experience with user research (interviews, surveys, data-driven insights).

● Entrepreneurship experience would be a plus.

Preferred Background:

● Experience in a customer experience or customer success role.

● Familiarity with customer journey mapping and customer feedback analysis.

● Proven track record of implementing successful customer engagement strategies and

working with cross functional teams.

Professional Qualification:

● Bachelors in Engineering Or MBA from Premier Institute.