Customer Champion

Department: Product | Teamwork Campus One, Cork

About Us

At Teamwork, we pride ourselves on creating the best software, working with outstanding people, and going above and beyond for our customers. That excellence has been rewarded with hundreds of thousands of amazing customers all across the globe and millions of users who sign in every day to trust us with getting their businesses organized and running productively. We’re a profitable, entirely self-funded business with no investors or outside influences beyond one: our customers and what's best for them. It’s a responsibility that we take very seriously. We’re a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them.

Growing this company from Cork with an extremely talented team of people is an amazing journey to be a part of. We’re a place to work unlike any other, and our incredible campus is a testament to our unique, creative way of doing things.

We are now seeking a Customer Champion for our flagship product, Teamwork, to be based in our HQ in Cork. The role will report to our Product Manager and primarily be responsible for understanding our customers needs, challenges and suggestions to help inform our product strategy, priorities, and roadmap. 

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.

About You

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.

Perks and Benefits

Working at Teamwork isn't like a normal job. We believe in hiring only the best and then looking after them like they deserve. On top of a great financial package, we do everything possible to make Teamwork.com a great place to work.

We believe in paying a competitive salary: earn what you're worth, with regular reviews. We’re committed to your long-term future at the company, and we’re passionate about helping you to improve and enhance your skills.

You have unparalleled freedom in how you do your job. Spot something that needs improving? Off you go, make it happen. You’ll be given only the very best equipment so that, whatever your role, you'll have the very best kit to help you do your best work.

We're invested in your health and happiness. We offer full health insurance and income protection to all our employees, so you can rest assured that you and your loved ones will be taken care of, no matter what happens.

We offer an unmatched work environment, that’s built to make life easy and is constantly improved. We also have an incredible campus unlike anything you’ve seen before (unless you’ve already checked out our YouTube channel). Discounted travel schemes and a Bike to Work scheme make it even easier to get to us, and catered lunches and plenty of in-house snacks and refreshments mean that you’ll always stay refreshed and refuelled.

We take work-life balance very seriously: we’ll set you up with a subsidized gym membership at the gym of your choice, as well as weekly gym classes at the gym downstairs. We also have an in-house games room, for when you want to take a quick break or challenge a co-worker, and regular company-sponsored lunches, movie nights, and nights out.

Sounds epic? Join the journey at Teamwork.

Submit your application

We would be delighted to hear from you!