Product Operations Manager, Clients
Alcumus
Salary
💰 $70,000 - $85,000 per year
Job Level
Mid-LevelSenior
About the role
- Diagnose and resolve advanced product issues by using Pulley’s technical resources, advanced diagnostic techniques, and SME collaboration
- Serve as a subject matter expert across Pulley’s advanced features, integrations, and industry specific workflows workflows
- Conduct training sessions and webinars for both customers and teammates
- Identify root causes of customer pain points and partner with Product, Engineering, and Design on long-term fixes
- Lead initiatives to improve support processes, reduce recurring issues, and strengthen problem-solving frameworks
- Create clear and precise communications, including customer-facing Help Center content and internal templates
- Analyze support trends to recommend and lead initiatives that improve quality, reduce incoming volume, and enhance tooling
- Stay ahead of product releases and industry trends to ensure support readiness and proactive communication
- Build trusted relationships with high-value customers by providing tailored support and anticipating their needs
- Turn customer feedback into actionable insights that inform product improvements and team processes
- Work with Product and Engineering teams to hone in on the needs of founders to help shape the future of Pulley’s product offerings
Requirements
- 3+ years of experience in a customer-facing role - whether in customer support, account management, or a similar position - ideally in a B2B SaaS, fintech, or equity-related environment
- Feel confident handling equity, finance, or cap table-related support issues
- Are a natural problem solver—analytical, methodical, and unafraid to dive into the details
- Can clearly and concisely explain technical concepts to non-technical audiences
- Are proactive and solution-oriented, not just responding to what’s asked, but anticipating what’s needed by the customer and internal teams alike
- Know how to work across functions—from reporting bugs to engineers to collaborating with CSMs on account needs
- Are passionate about delivering personalized, high-quality service that makes a lasting impression
- Bring a strong sense of ownership—you don’t wait for someone to tell you what to do, you look for ways to make things better
