Qureos Mentor

zeotap

<div>We are seeking a talented and experienced UI/UX-focused Product Manager to join our team. You will be a key driver in defining and delivering exceptional user experiences for our enterprise SaaS product. This is a hands-on role where you will work closely with design, engineering, and business stakeholders to translate user needs into a compelling product vision and strategy.<h4 class="jobSectionHeader">
Responsibilities:</h4><ul><li>
You will lead the product lifecycle from ideation to launch, focusing on the user interface and user experience of our product.</li><li>
You will conduct user research, market analysis, and competitive landscape assessments to identify opportunities for product improvement.</li><li>
You will define and prioritize product requirements, user stories, and acceptance criteria.</li><li>
You will work collaboratively with our UI/UX designers to create intuitive, elegant, and effective designs.</li><li>
You will partner with engineering teams to ensure timely and high-quality product delivery.</li><li>
You will analyse product performance and user feedback to inform future iterations.</li><li>
You will serve as the voice of the user, championing their needs throughout the development process.</li><li>
You adhere to Zeotap&rsquo;s company, privacy and information security policies and procedures</li><li>
You complete all the awareness training assigned on time.</li></ul><ul><li> 
Mandatory: 5-7 years overall experience; 3+ years of PM experience in an enterprise SaaS environment.</li><li>
Proven track record of successfully managing products with a strong focus on UI/UX.</li><li>
Deep understanding of user-centered design principles and methodologies.</li><li>
Excellent communication, presentation, and interpersonal skills.</li><li>
Ability to think strategically and execute with an attention to detail.</li><li>
Experience with agile development methodologies.</li><li>
A portfolio or examples of work showcasing your contributions to successful product launches</li><li>
(nice to have) Experience with marketing tools, such as CRM, email marketing platforms, or analytics tools.</li></ul></div>

Senior UI/UX Manager

<div>As a Senior Solutions Engineer - Support, you will play a key role in providing technical expertise and driving customer success for our enterprise clients using Zeotap&rsquo;s SaaS platform. In this senior role, you&rsquo;ll not only resolve complex issues and ensure seamless integrations but will also take on additional responsibilities like managing escalations, leading client-facing calls, mentoring the support team, and driving process improvements. You will collaborate across teams &mdash; Engineering, Product, Sales, and Customer Success &mdash; ensuring customers have an exceptional experience and derive maximum value from Zeotap&rsquo;s solutions.This role is ideal for someone with a strong technical background, an ownership mindset, and a passion for delivering excellent customer service, with a proven ability to mentor and drive team efficiency in a high-growth, fast-paced environment.<h4 class="jobSectionHeader">
Responsibilities:</h4><ul><li>
Client-Facing Expertise:Act as the primary technical advisor and product expert for enterprise customers, ensuring they receive high-quality support and expert guidance.</li><li>
Lead and manage client-facing calls, providing timely and effective resolutions to complex technical issues.</li><li>
Build and maintain strong relationships with customers to understand their business needs and deliver tailored support, ensuring maximum value from Zeotap&rsquo;s platform. Actively engage with clients during escalations and ensure customer satisfaction through effective issue resolution.</li><li>
Escalation Management:</li><li>
Own and manage escalated issues from customers, ensuring that issues are resolved promptly within SLAs.</li><li>
Provide detailed context and collaborate closely with internal teams to resolve complex cases, including technical configurations and root cause analysis.</li><li>
Establish best practices for escalation management, ensuring all team members follow a consistent and effective process.</li><li>
Team Mentoring &amp; Leadership: Mentor junior members of the support team, providing guidance on technical problem-solving, customer interactions, and escalation management.</li><li>
Foster a collaborative team environment, encouraging knowledge sharing, continuous improvement, and high performance.</li><li>
Take ownership of process improvements within the support function, developing and implementing new procedures, tools, and training to optimize team effectiveness.</li><li>
Process Building &amp; Continuous Improvement:</li><li>
Lead the development of internal knowledge bases, documentation, and troubleshooting guides to empower customers and internal teams.</li><li>
Drive improvements in internal support processes, ensuring efficient and consistent customer experiences while reducing response and resolution times.</li><li>
Proactively identify trends and root causes of recurring issues and collaborate with engineering and product teams to address them at the source.</li><li>
Reporting &amp; Metrics:</li><li>
Take ownership of support metrics, including ticket volume, resolution times, customer satisfaction (CSAT), and technical issue trends.</li><li>
Prepare and deliver regular performance reports to leadership, providing actionable insights and recommendations for improvements.</li><li>
Collaboration with Internal Teams:</li><li>
Work closely with Engineering, Product, Sales, and Customer Success teams to align technical solutions with customer needs.</li><li>
Collaborate on cross-functional projects and initiatives to continuously enhance the customer experience.</li><li>
Adhere to Security and Compliance Standards:Follow Zeotap&rsquo;s security and privacy policies, ensuring that customer data is handled in compliance with internal guidelines and industry standards.</li></ul><ul><li> 
4+ years of experience in a technical support, solutions engineering, or customer success engineering role within a SaaS or enterprise software environment.</li><li>
Proven experience managing escalations and providing high-quality support for large-scale enterprise customers.</li><li>
Demonstrated success in mentoring and leading teams, fostering collaboration, and driving process improvements.</li><li>
SaaS &amp; Cloud Application Support: Expertise with SaaS applications and cloud-based infrastructure (particularly Google Cloud Platform, but any cloud experience is valuable).</li><li>
API &amp; Integrations: Deep experience with RESTful APIs, troubleshooting integrations, and providing solutions for complex customer issues.</li><li>
SQL &amp; Querying: Strong knowledge of SQL and ability to write and optimize queries for troubleshooting data-related issues.</li><li>
Scripting &amp; Automation: Experience with scripting (Python, Bash, Javascript, or Java) to automate workflows and resolve technical issues.</li><li>
Monitoring &amp; Troubleshooting: Familiarity with cloud monitoring tools (e.g., Stackdriver, BigQuery, Datadog, Kibana, Grafana, Splunk).</li><li>
Exceptional verbal and written communication skills, able to effectively communicate complex technical concepts to both technical and non-technical stakeholders.</li><li>
Strong relationship-building skills, with the ability to manage and maintain customer relationships while aligning internal teams to solve customer challenges.</li><li>
Excellent analytical and troubleshooting skills with the ability to quickly identify root causes and resolve complex technical issues.</li><li>
Ability to manage multiple priorities simultaneously while maintaining a high standard of customer satisfaction.</li><li>
A passion for delivering customer satisfaction and high-quality support.</li><li>
Proven ability to handle customer issues under pressure, maintaining a positive customer experience in challenging situations.</li><li>
Strong sense of ownership, accountability, and initiative.</li><li>
Willingness to take responsibility for the success of the support function and customer experience.</li><li>
Willingness to work across different time zones to support customers, particularly during EU working hours.</li></ul><h4 class="jobSectionHeader">
Nice-to-Have:</h4><ul><li>
Cloud Certifications: Certifications such as Google Cloud Professional Cloud Architect or similar are beneficial.</li><li>
Technical Knowledge: Experience with Kubernetes, Docker, or Terraform for managing cloud-based infrastructure</li><li>
Industry Knowledge: Familiarity with Ad-tech, Mar-tech, or similar industries, especially in areas related to privacy, data security, and cloud-based analytics.</li></ul><h4 class="jobSectionHeader">
Measures of Success:</h4><ul><li>
Customer Satisfaction (CSAT): High CSAT scores based on customer feedback, demonstrating your ability to solve problems effectively.</li><li>
Escalation Management: High success rate in managing and resolving escalated issues within SLAs.</li><li>
Team Growth &amp; Development: Successful mentoring of junior team members and leadership in process improvements.</li><li>
SLA Adherence: Consistent adherence to SLA targets for response and resolution times.</li><li>
Team Performance: High team performance based on metrics such as ticket resolution time, first-call resolution rate, and customer satisfaction.</li><li>
Knowledge Base Contribution: Regular contributions to the internal knowledge base, improving team efficiency and customer self-service.</li><li>
Proactive Monitoring Initiatives: Active involvement in identifying and addressing potential issues before they escalate. Demonstrated success in setting up and managing proactive monitoring systems to prevent disruptions and optimize system performance.</li></ul></div>

Senior Solutions Engineer - Support

Join zeotap and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

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Senior UI/UX Manager

Senior Solutions Engineer - Support