Customer Champion - 9 month contract

Product

Cork

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About Teamwork

About Teamwork

Teamwork's mission is to make teams who deliver client work become efficient, organized, profitable and happy! Our platform has revolutionized how companies manage their daily workflows for improved automation, productivity, and profitability. It acts as the ‘one-stop-shop’ practice management solution enabling our customers to track, manage, and invoice their projects. Our relentless customer-focus has been rewarded with thousands of amazing customers all across the globe and millions of users who sign in every day. We pride ourselves on creating market leading software, working with outstanding people, and going above and beyond for our customers. Trusted by more than 20,000 teams across 170 countries, Teamwork is in acceleration mode as we set our sights to become the undisputed Project Management platform for teams who deliver client work.

We believe in hiring great people and look to ensure everyone has the best possible experience of work, everyday. We strive to be open and transparent, humble and customer focused. And we thrive on curiosity, getting results and working together relentlessly to deliver excellence. We are a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them. Our personality is unmistakable: we work hard, take joy in our wins and each other's successes and important life events. And we care and support each other when life throws lemons. More than anything we embrace a straightforward approach to getting things done. We are fanatical about our customers: and when talent meets passion, success happens.


We are a remote-first team, with the option to work out of our Cork HQ campus, Belfast or Boston hubs - or fully remotely. At Teamwork we believe that work is what you do, not where you sit.

Teamwork, where you can #beyourfuture. 

Teamwork is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, or national origin.

The opportunity

The Product Management team is now seeking a Customer Champion to work with Teamwork Core product teams. The role will report to Head of Product and primarily be responsible for understanding our customers needs, challenges and suggestions around Project Management, to help inform our product strategy, priorities, and roadmap. This role will work closely with other Product Managers working across Teamwork’s core product teams. 

Responsibilities 

Working closely with our customers and our own customer facing teams, the selected candidate will relay the voice of the customer to our product team 

You will help the Product Team decide on the roadmap priorities to achieve customer success, particularly minor improvements that can dramatically improve the overall user experience

You will prioritise the needs of the majority of customers over the needs of the few, by pro-actively understanding the user-base as a whole, and not just the vocal minority. 

You will regularly talk to customers by phone, email and other research methods such as surveys), find out what their key business needs, challenges and requirements.

Collaborate with Product Manager and Product Designers to undertake Discovery activities to validate problem areas and proposed solutions.

Based on customer feedback, you pro-actively manage the short-term improvements backlog, and prioritise which improvements get built on a monthly basis. You will manage the allocation of development capacity assigned to these types of improvements.

You write the initial requirements for most new features, taking customers suggestions, market research and competitor analysis into account.

You fight to get important issues raised by a large number of customers addressed urgently. You convince the Product Team of needs to address these items with research and data.

For existing customers, identify the major pain points and where the product needs to improve; communicate that to the Product team

Ensure customer facing teams are aware of planned product changes, and have required information and supporting materials. You will act as the main point of contact between support, sales, customer engagement and product teams. 

Support marketing with customer communication by responding to product related customer feedback on blogs, twitter and online forums. 

What good looks like

Proven track record of working independently and as part of a highly collaborative team. Able to work well in a fast-paced environment, communicate effectively, and remain open to feedback from people in a variety of disciplines.

Ability to pose and frame questions back to the team. Experience exploring problem spaces and working with cross-functional teams to define the most important problems to be solved.

Experiment minded. Comfortable working quickly to produce different hypotheses to test proposed solutions to customer problems. 

Comfortable context switching and handling uncertainty. The customer champion will need to be comfortable switching between business goals, audiences, and phases of the product development lifecycle (discovery vs delivery work, for example).

The ideal candidate will be able to adapt to fluid processes. While we all strive to work together as one cross-functional team, there are times when ownership may be fuzzy or decision-making unclear. 

We’re seeking a product professional who is not possessive about ideas or decision-making authority and who will contribute to shaping the overall product development process.

Previous experience conducting customer, market or product research preferred.

Core Benefits and Perks

  • Employee Share Options (ESOP) — we mean what we say when we say, “act like an owner”!
  • Competitive salary & OTE (as applicable)
  • 30 days vacation
  • Pension benefit (specific to region)
  • Health plans and wellbeing programs
  • Give Back program
  • Ministry of Happiness social club 
  • Educational resources and generous allowance to support development
  • Inclusive policies - maternity, paternity & parent leave, as well as a focus on flexible working 
  • Recognition programs
Diversity, Inclusion and Engagement Statement

Come join us!

We’re always on the lookout for exceptional talent, so even if you didn’t find the perfect fit, we’d still love to hear from you.

Submit a general application