Product Owner - Customer Success & Technical Onboarding

Role Overview

Amplify is seeking a Technical Product Owner to support the Customer Experience organization, focusing on customer onboarding to its digital platform and Customer Success operations.

You will optimize and mature the company’s use of Salesforce and Gainsight, partnering with Business Systems Product Owners and working closely with engineering, QA, and operations teams to represent the voice of the user and drive roadmap execution.

Responsibilities

• Own the product roadmap for Gainsight, progressing toward a predictive maturity model with:
  • Automated journeys
  • Churn risk forecasting
  • Expansion opportunity identification
  • User-focused workflows
• Lead enterprise initiatives for automated customer provisioning, including:
  • SaaS auto-licensing
  • Account hierarchy mapping
  • Digital onboarding
• Optimize onboarding workflows in Salesforce, including:
  • Case management
  • License entitlement mapping
  • Automated milestone tracking
• Partner with Customer Success to design/configure workflows such as:
  • Risk CTAs
  • Success plans
  • CSQLs
  • Health scorecards
  • Mitigation playbooks
  • Timeline documentation
• Monitor and resolve production issues across Salesforce, Gainsight, and integrated applications
• Align the technology stack with long-term business strategy
• Collaborate across the enterprise (Sales, Marketing, Supply Chain, Customer Experience, leadership) to define and prioritize product vision and roadmap
• Use data-driven insights to manage stakeholder priorities and build consensus
• Lead delivery in an Agile/Scrum framework by managing/prioritizing the backlog and writing requirements/user stories
• Translate requirements into epics and user stories with business analysts
• Maintain product documentation, training materials, and change management plans
• Plan/facilitate/monitor User Acceptance Testing (UAT) for implementations and enhancements
• Establish and report on system performance metrics (usage, engagement, effectiveness)
• Serve as the primary liaison with Customer Success platform vendors, advocating for enhancements

Requirements / Qualifications

The posting emphasizes technical product ownership and hands-on requirements definition for Salesforce and Gainsight, including backlog management, delivery support, workflow configuration, production issue ownership, and UAT planning.

Nice-to-haves

No explicit nice-to-haves were included in the provided text.