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Senior Manager, Customer Success Products

Looker, Santa Cruz

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WHO WE ARE
Looker is on a mission to bring better insights and data-driven decisions to every business. Everything we do is aimed at making sure our customers love every aspect of Looker, from our products and technologies to our ease of doing business and our support. We are looking for curiously brilliant individuals to join our team as we reinvent data analytics. Get data-driven and see yourself at Looker.

WHAT WE'VE GOT GOING ON
Customer Success Group (CSG) Product Management/Product Marketing Senior Manager is a key role at Looker, influencing the success of CSG offerings. The role will collaborate with many cross-functional teams, including professional services, sales, customer success, Department of Customer Love (DCL), marketing, IT/business units, finance, program managers, subject matter experts and more to drive ideation/vision and execution of Looker’s CSG product development, go-to-market strategy, and ultimately, CSG revenue growth. This role owns the plan around product development, launches and iteration, go-to-market, pricing and packaging, message/positioning, field/partner enablement, strategic partnerships, demand generation, marketing and more. The role is the key lead representative of CSG product ideation and positioning for customers and internal stakeholders.  

WHAT WE NEED YOU TO DO

  • Develop the product strategy, roadmap, and GTM for Looker’s CSG success products and serve as Looker’s subject matter expert on product ideation/roadmap, GTM planning and execution, market trends, positioning, messaging, and audience
  • Develop product requirements based on input from stakeholders across the business (executives, customer support agents, product teams, IT, customer success, professional services sales and delivery); integrate requirements into the product roadmap and provide accurate timelines and status back to stakeholders
  • Develop metrics, systems, and processes to measure the effectiveness of the experiences delivered to customers and identify opportunities for optimization
  • Analyze market and customer data to draw insights that will influence the plan
  • Collaborate closely with customer success managers, DCL, professional services and delivery SMEs to inspire, motivate and ultimately win and retain flagship brands through the sales cycle and generate highly effective customer success stories
  • Produce stellar externally-facing content including pitch decks, thought leadership content, customer stories, webinars, data sheets, digital assets and more in partnership with Looker’s marketing and creative team. Create compelling and easy to understand internally-facing content including sales enablement decks, sell sheets, audio recording/training, FAQs, and playbooks/playcards
  • Work closely with cross-functional marketing teams to drive the business, product, and product marketing strategy. Track, measure and report against objectives
  • Contribute to analyst relation practice
  • SECONDARY
  • Work closely with CSG departments and partner teams to ensure the value proposition, assets, training, support structures, and incentive plans are all in place for a strong sales motion
  • Collaborate with field/global marketing and PR/campaign teams to ensure execution of messaging in campaigns and events that drive interest and awareness
  • Engage directly with prospects and customers to learn about their needs and provide education about services products
  • Identify and develop collaborations/partnerships with partners to achieve common goals

WHAT YOU BRING TO LOOKER

  • Must Have:
  • Track record of achieving and exceeding goals in fast-paced data-driven environments
  • 8+ years of relevant experience with focus on enterprise products and customers, including 4-5 years of product/product marketing experience
  • 4-5 years of people management experience
  • Experience in working effectively with enterprise sales and channel teams
  • Positive can-do attitude, self-starter, high EQ/emotional intelligence
  • Passion for cross-functional collaboration and comfort in the spotlight of high-visibility initiatives
  • Strong presentation skills with ability to educate and inspire small groups and conference audiences
  • Experience feeding market research into product development and product marketing plans a plus.
  • Highly proactive, self-starter capable of effectively managing several projects and ruthless prioritization 
  • Nice-to-have
  • MBA from a top tier program is preferred but not required
  • Tolerance for ambiguity and ability to execute in an environment which is not always crystal clear
  • Experience working with channel partners
A LITTLE MORE ABOUT LOOKER
Looker is a unified Platform for Data that delivers actionable business insights to every employee at the point of decision. Looker integrates data into the daily workflows of users to allow organizations to extract value from data at web scale. Over 1600 industry-leading and innovative companies such as Sony, Amazon, The Economist, IBM, Spotify, Etsy, Lyft and Kickstarter have trusted Looker to power their data-driven cultures. The company is headquartered in Santa Cruz, California, with offices in San Francisco, New York, Chicago, Boulder, London, Tokyo and Dublin, Ireland. Investors include CapitalG, Kleiner Perkins Caufield & Byers, Meritech Capital Partners, Redpoint Ventures and Goldman Sachs. For more information, connect with us on LinkedInTwitterFacebook and YouTube or visit looker.com.

Looker aspires to be a workplace that is not only free of discrimination, but one that fosters inclusion and belonging. We strongly believe that diversity of experience, perspective, and background lead to a better environment for our employees and a better product for our users. We encourage you to join us in changing the way businesses use data.

About Looker

Inspiring curiosity Data is no longer just a place to find answers. It’s the place where ideas originate. And when everyone in your company is looking at the same numbers, sharing the same truth, they’ll be able to collectively make smarter, more informed decisions. This is the core of our mission at Looker: To inspire everyone to embrace their curiosity, dig deeper and keep asking questions.

Want to learn more about Looker? Visit Looker's website.