Product Manager—Quantum Metric University
Quantum Metric
Quantum Metric helps organizations build better digital products faster. Our platform for Continuous Product Design gives business and technical teams a single version of truth that’s fast, quantified, and grounded on what customers actually experience. The result: Teams agree on priorities, build products customers love, and innovate with speed and confidence.
Our Culture
We are obsessed with helping businesses deliver better digital products and experiences. We encourage creative problem solving, rapid innovation and bold goal-setting. Our relatively flat organization structure keeps everyone informed and enables people to get involved in solving the problems they care about most. We are a close-knit team moving fast to deliver value to our customers and continue pushing the envelope as we develop new products.
About the Role
This role will reside in our Customer Success team in Customer Enablement. In this role, you will lead, and help build a better product learning environment for our customers, partners, internal teams, as well as prospective customers. You'll build and maintain knowledge content for small and large-scale initiatives that are found across our onboarding programs, product launches, internal processes, and more, in order to leverage these resources for Quantum Metric University. You will work across internal teams to avoid redundant workstreams by consolidating and cleaning up assets as you go, harnessing internal knowledge along the way to identify gaps in our content and build better! You will work closely with Support, our field teams, as well as Product and Marketing.
The Quantum Metric University (QMU) Manager is accountable for customer adoption, growth, and retention of our customers in the University. The QMU Manager takes ownership of the learner journey from on-boarding through certification. You support iterative product changes by maintaining our content to showcase our diverse customer base wins with Quantum Metric technology. This role will help drive customer adoption across every account and empower us all by increasing the effective use and adoption of the Quantum Metric platform.
Responsibilities
- Manage the overall relationship for customers in QMU with a focus on adoption, satisfaction, and retention through certification
- Oversee daily interactions of QMU to deliver an exceptional, scalable customer learning experience
- Connect with learners and graduates to understand their priorities, and help our teams identify where Quantum Metric can enable them to effectively execute their digital strategy
- Inform the assigned Account Manager for every customer in QMU on issues and progress of their customers
- Understand our Support and field teams—CS, Partners, and Sales—feedback to relate to learners in the QMUnity (QMU Community)
- Create/iterate courses that showcase customer use cases. Work with Marketing and field teams to ensure these anonymized use case findings are current for the industry verticals of our customers (travel, retail, financial services, etc.)
- Maintain online content using different mediums including videos, graphics, slide decks, online authoring tools, and assessments
- Understand and maintain content solutions that tie business needs to successful outcomes for our customers
- Establish and maintain expert-level knowledge of product capabilities & configuration options to leverage the Quantum Metric platform
- (we’ll help you learn it, but you have to be able to write|talk about it…)
Requirements
- 3+ years Enablement—building external facing content (not Sales Enablement, please, that’s a different specialty)
- Product Management experience
- Training experience—Instructor led and virtual Instructor led
- Excellent verbal and written communication skills
- Socially intelligent and able to connect with a diverse audience: senior leaders, middle managers, and individual contributors, both technical and non-technical
- Passion for measuring success with data (analytics and reporting)
- Experience working|learning within content|knowledge management systems (WorkRamp is our system for both internal and external)
- Experience with authoring tools and multimedia, interactive product tutorials is a plus! (SnagIt, G Suite, IORAD—is our combination today)
- Interest in eCommerce, web technologies, digital analytics, and best practices for UX/UI. Familiarity with HTML, CSS, and JavaScript is an advantage
- Familiarity with Customer Success or Support positions, with a desire to be in a customer-facing role
- Familiarity with digital analytics solutions such as Adobe Analytics, Google Analytics, Heap, Tealeaf, Optimizely, Adobe Target is a plus!
- Demonstrate integrity at every interaction to uphold our valued company culture
- Empathetic to customer concerns and passionate about empowering customers to succeed
- Persist to find the right solution for every customer
- Experience incorporating feedback to evolve your work
- Ability to work effectively on global and virtual teams and accommodate time differences
- Travel up to 20% to visit partner/customer locations if requested
Perks
- This team is the dream team. We support one another through challenges and win as a team. We empower our people—internally as well as our customers. Your hard work will be well rewarded with stock options, a competitive salary and full benefits. Most importantly, you’ll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.
- Competitive earnings
- Full benefits, with medical covered 99% by the company
- 401k and Options / Equity
- Awesome, smart people who bring passion, persistence and integrity into every day
- Amazing product with valuable industry differentiation
About Quantum Metric
Since our founding in 2015, a growing list of brands have taken the Quantum Leap, including lululemon, IHG, and Carhartt. In 2019 Quantum Metric earned recognition for its revenue growth and product innovation from Deloitte (Top 100 fastest growing companies), CNBC (Upstart 100 most innovative companies), Gartner (Cool Vendor) and Ernst & Young (Entrepreneur of the Year).
The typical Quantum Metric customer achieves a full investment payback within three months of beginning to use our real-time digital intelligence platform and, on average, a 376% ROI over three years. We’re thoughtfully scaling out our team to add outstanding talent that is equally passionate about being part of a team that is fast-paced, innovative and values passion, honesty, persistence, and curiosity.
We’re offering you the opportunity to develop your career in a tech space ripe for disruption. If all of this inspires you, then what are you waiting for? Talk to us today!
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.
Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf