Product Manager - CX & Customer Lifecycle

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Location:

Los Alamitos, CA, US

Requisition

Company:
Epson America, Inc

Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world. Delivering innovative technology is only part of the customer experience. How we support and engage customers throughout their relationship with Epson is equally important.

The Product Manager, CX & customer Lifecycle will be responsible for contributing to the strategic direction and execution of Epson’s direct-to-consumer subscription program throughout the customer lifecycle, including onboarding, subscriber success, retention, lifecycle management, BPO relationship management, service processes, and customer issue resolution. Also drives device telemetry-related initiatives and customer experience improvements. Leads planning and execution activities for lifecycle and retention programs, manages BPO performance related to customer accounts, billing inquiries, device issues, consumables delivery problems, upgrades, downgrades, cancellations, and exchanges.

Provides feedback loops on recurring customer pain points and potential solutions, and partners with Credit on collections and cancellation strategies.

This position will be based out of Epson America's headquarters in Los Alamitos, CA with an opportunity for a hybrid schedule.

• Contributes to the strategic direction, customer lifecycle strategy, retention strategy, and customer experience plans for Epson’s direct-to-consumer print subscription program.
• Develops and manages subscriber success, onboarding, engagement, retention, cancellation mitigation, and win-back strategies after sign up and throughout the customer lifecycle.
• Conducts and analyzes customer service data, device telemetry, usage, and lifecycle information to make recommendations regarding customer experience, retention, service policies, plan changes, cancellation drivers, and subscriber success opportunities.
• Partners with the Group Product Manager, Subscription Programs to support business plans, forecasts, program objectives, critical success factors, and key performance indicators related to customer lifecycle management.
• Identifies opportunities to improve customer satisfaction, subscriber retention, service performance, operational efficiency, and financial performance.

• Manages customer lifecycle and post-sign-up execution activities for subscription program initiatives, including onboarding, customer account servicing, retention programs, cancellation mitigation, service process improvements, and customer experience enhancements.
• Responsible for developing and maintaining business requirements, lifecycle processes, service procedures, escalation paths, and related program documentation for assigned subscription initiatives.
• Establishes and oversees structured processes for customer onboarding, subscriber success, service readiness, lifecycle communications, retention initiatives, customer issue resolution, and ongoing program improvements.
• Works cross-functionally with Service, IT, Finance, Credit, Product Management, Analytics, Operations, Accounting, Logistics, SEC, Marketing Communications, BPO providers, and other groups to manage assigned subscription lifecycle initiatives.
• Identifies opportunities and provides recommendations to improve customer onboarding, retention, account servicing, billing support, device support, consumables delivery, plan changes, cancellations, returns, and escalations.
• Tracks readiness, open issues, risks, decisions, customer pain points, service trends, and cross-functional dependencies to ensure successful execution.

• Responsible for subscriber success and retention after sign up and throughout the full customer lifecycle.
• Develops and implements onboarding and retention strategies designed to improve customer satisfaction, reduce churn, and increase subscriber lifetime value.
• Manages BPO relationships supporting customer accounts, billing inquiries, device issues, consumables delivery problems, upgrades, downgrades, cancellations, complaints, returns, and escalations.
• Oversees customer lifecycle processes, including onboarding, account management, customer communications, billing support, consumables support, plan changes, cancellation save efforts,…