Product Marketing Manager

3 weeks ago

Fresno CA, United States Fresno First Bank Full time

Description: Who We Are : FFB, a dynamic and acclaimed single-branch bank born in the heart of Fresno, CA in 2005, is on a mission to redefine the banking experience. Our commitment to delivering top-notch banking services has propelled us to the forefront of the industry, earning us accolades and recognition. At FFB, we recognize the uniqueness of each individual who walks through our doors, and our dedicated team strives to craft personalized banking solutions that cater to their distinct needs.

2023 - American Banker - "Top 5" Community Bank in the Country #4
2023 - 5-star Rating Bauer Financial
Company ownership through our Employee Stock Ownership Program (ESOP)
Opportunities to Participate in Community Networking Events
o Medical/Dental/Vision
o 401(k) Retirement Plan
o Training & Development
o Tuition Reimbursement
o Employee Assistance Program
We are seeking a passionate Product Manager to join our team and lead the product strategy for our internal customer relationship management (CRM), customer support, and communication tools. The successful candidate will be responsible for enhancing these platforms, building workflow automations, and ensuring a consistent and positive experience for our customers across all communication channels (omnichannel experience).You will play a key role in designing, creating, and managing a central knowledge base of information, ensuring it integrates smoothly with the bank's help center, chatbot, and other self-service features to deliver a seamless customer experience.

Develops and oversee the product roadmap for the bank's internal tools, aligning priorities with both customer demands and the strategic objectives of the bank.
Transform this vision into tangible strategies, including detailed roadmaps, feature sets, and clear implementation schedules.
Defines and implement workflows, triggers, macros, business rules and automation processes to streamline customer support operations and improve agent efficiency.
Leads the creation and ongoing refinement of customer journey maps, document workflows and processes to visualize customer interactions, identify pain points and opportunities for enhanced customer experience.
Configures and maintain integrations between CRM, support, and communication tools to enable seamless data flow and communication across channels.
Develops a comprehensive knowledge base for the customer support portal and chatbot utilizing data and working closely with customers and stakeholders.
Monitors product performance, KPIs and analyze product usage data to drive continuous optimization, identify opportunities for product improvement and innovation.
Leverages business analysis, operational data insights, and customer feedback to identify pain points, drive continuous improvement, and inform product enhancements.
Proactively monitor vendor announcements, updates, and roadmaps to stay informed of new features, functionalities, and potential impacts on our internal implementation.
Works with the Project Management Officer (PMO) on all related timelines and deliverables in the PMO framework.
Demonstrates knowledge of and adherence to EEO policy; educates others on the value of diversity; Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules, and regulations, and adhere to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
Follows policies and procedures; complete administrative tasks correctly and on time, including mandatory Bank Compliance Training; supports the Bank's goals and values; benefits the bank through outside activities.
Proven experience working on CRM workflows and triggers.
Data-driven approach to product decision making.
Strong understanding of agile development methodologies.

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