Customer Support Product Liaison

Anywhere in US

Applications have closed
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Articulate

Articulate is looking for a Customer Support Product Liaison. As our Customer Support Product Liaison, you will function as the customer’s senior champion and the Support Team’s direct connection to Product/QA for Articulate 360 and Rise.com. By closely monitoring high-risk bugs, feature requests, and cases your focus will help drive our roadmap and releases. Your deep connection to our Product/QA teams will allow you to advocate for fixes and features that will have the broadest and most profound impact on customer experience. 
You will represent Customers and the Support Team in all Product/Engineering exchanges, to ensure that the voice, experience, and pain points of the customer are accounted for in product decisions.  You will alert management to outages, priority incidents, recurring problems, and patterns.  

What you'll do:

  • Live in both worlds of Articulate with an equal focus on Articulate 360 and Rise.com, advocating for both products and finding solutions that will help customers across tools. 
  • Be our Bug Czar.  Live in YouTrack, and keep watch over our agile board.  
  • Read every bug report and scan every bug update. 
  • Consolidate duplicate bugs.  
  • Advocate for high-impact bugs, trends, & feature requests, including those championed by partners (including Yukon) and enterprise customers.  
  • Improve our hotlisting rules as needed.  This requires being organized and making tough judgment calls.
  • Communicate changes and updates with the broader support team, ensuring that trickles down to customers.
  • Administer YouTrack, adding fields, creating templates, building views, and managing users as needed.
  • Manage our feature request submissions, and corresponding input from other Customer-facing teams to advise our Product roadmap. 
  • Deliver a compelling list of top Feature Requests quarterly to an audience of engineers, designers, and product managers. 
  • Attend support team stand-ups and other meetings to stay in touch with customer sentiment.
  • Advocate as the voice of Support and our customers in QA/Product meetings where appropriate. 
  • Communicate product issues, changes, etc. to both Support and Product teams.
  • Design reports and dashboards to track trends, issues, and utilize that information to advocate for product changes. 
  • Participate in Beta programs, forums, and outreach to understand the needs of our most vocal and engaged customers. 
  • Own our population of customers who are impacted by bugs or missing features. 
  • Send challenging emails, consult on heated calls, and reach out with a solo call when nothing else will do. 
  • Involve the Senior Technical Support Manager as needed.
  • Find opportunities to connect with customers in person, on a call, or via email to discuss their needs and desires within an authoring tool.
  • Use the information gathered to share more detail and insights with our Product team. 
  • Function as backup support for other members of the Support Team, and do regular monthly rotations through various Support channels to stay connected to the everyday customer.

What you should have:

  • A deep, broad understanding of all Articulate products.
  • Strong attention to detail and organizational skills. 
  • You manage stress well and view unhappy customers as a welcome challenge.
  • You are positive, empathetic, driven, collaborative, flexible, and confident.
  • Your writing aligns with the Articulate voice.  It is positive, genuine, helpful, warm, and confident.
You have read our human-centered organization framework and are in sync with it 100%.
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 106,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 98 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 965,000+ members is the largest, fastest-growing community in the industry. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits. We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture. 
Job region(s): North America
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