Service Management Group (SMG)

Develop and execute go-to-market strategies, craft compelling narratives, and build analyst relationships to support product positioning and growth. | Requires 10+ years in product marketing, proven storytelling and analyst relations skills, leadership experience, and familiarity with go-to-market strategies. | We are seeking a dynamic and experienced Director of Product Marketing to join our team. This role is pivotal in shaping the narrative around our products and strengthening our relationships with analysts. The ideal candidate will have a strong background in storytelling and analyst relations, with a proven track record of leading successful product marketing teams. About SMG SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before. Powered by Ignite®, our AI-native platform, and the industry’s only software-with-a-service (SwaS) approach, SMG provides real-time, predictive intelligence that turns brand, customer, and employee experience insights into action. From gathering feedback during experience design to optimizing each interaction throughout the customer journey, SMG ensures every decision is backed by data rather than guesswork. We offer our talent – Work hard, have fun environment – We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge. Value-driven culture where we connect, collaborate & co-create. Remote-first company (fully remote). Unlimited PTO. Tech provided. Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success. What You’ll Do: Go-to-Market Strategy Develop and implement go-to-market strategies for new product launches and updates. Define target market segments and create tailored messaging and positioning for each. Collaborate with Product, Sales, Marketing, and other teams to ensure successful product launches and ongoing marketing support. Partner closely with Executive Leadership Team, serving as a strategic voice in overall product vision and roadmap. Storytelling and Content Development Provide a cohesive content strategy that aligns with the overall brand and product messaging. Craft compelling narratives that effectively communicate the value and benefits of our products to various stakeholders. Oversee the creation of high-quality product content, including presentations, sales collateral, user guides, and other supporting documentation. Partner with Marketing as needed to consult on the creation of high-quality content, including case studies, whitepapers, blog posts, videos, and presentations. Analyst Relations Build and maintain strong relationships with industry analysts to enhance the company's visibility and reputation in the XM industry. Manage and coordinate analyst briefings, inquiries, and research engagements. Develop and execute strategies to influence analyst reports and ensure positive coverage of our products. Internal Enablement Create and deliver sales tools, training materials, and presentations to support the Sales and Client Org teams. Train Sales and Client Org teams on product positioning, storytelling techniques, and competitive differentiation. Market Research and Insights Conduct market research to understand customer needs, market trends, and the competitive landscape. Use insights from research to inform product positioning, messaging, and overall marketing strategy. Team Leadership Lead and mentor a team of product marketing professionals, fostering a collaborative and high performance culture. Set clear performance goals, provide regular feedback, and support professional development for direct reports. Performance Measurement and Optimization Establish KPIs and metrics to measure the effectiveness of product marketing initiatives. Analyze campaign performance and make data-driven adjustments to optimize results. Requirements: Bachelor’s degree or equivalent work experience required. 10+ years of experience in product marketing, with a preferred focus on XM industry Proven expertise in storytelling, content creation, and analyst relations People focused with strong leadership skills and experience developing and managing a team. Excellent communication and presentation skills, with the ability to convey complex ideas simply and persuasively. Ability to build and maintain relationships with key stakeholders, including analysts, customers, and internal teams. Strong analytical skills and a data-driven approach to decision-making Expertise in go-to-market strategies and product launch management Experience with rebranding, particularly following an acquisition. Comfortable working in a fast-changing environment About SMG: To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com. ​

Lead design projects and collaborate with various teams throughout the product development lifecycle. Create user-centered designs and ensure graphical consistency across all products. | Candidates should have 5+ years of UX experience and hands-on experience with diverse research methodologies. Proficiency in UX software like Figma and a strong design portfolio are essential. | About the Role Are you ready to join an exciting tech scaleup and make a significant impact on our cutting-edge projects? We are seeking a talented and experienced Senior UX Designer to join our dynamic team. As a member of the UX team, you will partner with Technology and Product teams to design and implement useful, consistent, intuitive, usable and engaging interfaces aligned with functional and technical environment, business requirements and customer needs. Why You’ll Love It Here You’ll be the face of the product in the market, shaping deals and shaping the roadmap. You’ll work hand-in-hand with leadership in both Sales and Product. Every day will be different—and every day you’ll have a chance to make a direct impact on our growth. We value speed, creativity, and collaboration over bureaucracy. SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other multi-location consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. And with our 2024 acquisition of Bulbshare, we also help the world’s leading organizations grow through real-time customer collaboration by building mobile-first customer communities in over 30 markets worldwide, enabling clients to collaborate with consumers quickly and effectively for insights, ideation, and advocacy. We offer our talent - Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge. Values driven culture where we connect, collaborate & co-create. Remote first company (fully remote) Unlimited PTO Tech provided Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success. We offer our talent Work hard, have fun environment with smart, curious people. Values-driven culture where we connect, collaborate, and co-create. Remote-first company (fully remote). Unlimited PTO. Tech provided. A diverse, experienced, and supportive team. SMG is proud to be an equal opportunity employer that celebrates diversity and creates an inclusive environment where everyone can thrive. What You’ll Do Leading design projects and collaborating with Designers, Client Insights, Product and Technology throughout all stage of the product development lifecycle (Discovery, Concept, Development, Launch and Ongoing support) Analyzing existing solutions, environments, and user needs Collaborating with internal and external stakeholders to grasp requirements Creating information architecture diagrams, sketches, storyboards, wireframes, and screen flows taking into account ergonomic principles, user requirements and the technical constraints of development. Creating prototypes (ranging from paper-and-pencil concepts to wireframes or interactive prototypes) to explore design ideas, support usability testing and obtain buy-in. Conducting user research using appropriate methodologies to identify opportunities and improve experiences Leveraging user research results and analytics data to inform design decisions, make recommendations and propose improvements Recognizing and predicting use-cases and user interactions, including happy path and edge cases, and incorporating them into designs Ensuring graphical consistency across all products, that is supported by contributing to the evolution and maintenance of existing visual guidelines and established design system. Delivering appropriate level of specification needed to ensure high quality development of design artifacts Conducting visual design quality assurance and user acceptance testing Collaborating, guiding and influencing the team by sharing best practices, providing design directions and advice on the projects Facilitating presentations and discussions with internal clients/stakeholders and leaders Understanding and applying accessibility principles What You’ll Bring 5+ years of UX experience Hands-on experience with diverse research methodologies (interviews, usability testing, surveys, analytics analysis…) Skilled with standard UX software such as Figma Ability to deliver high quality designs and prototypes (design portfolio is a must) Experience creating intuitive solutions for complex UIs and data visualization challenges. Experience in leading UX projects Experience working in an Agile or cross-functional product development environment, collaborating closely with product managers and engineers. Excellent command of English, written and spoken, with impeccable business correspondence skills About SMG Ready to grow your QA career and help shape the future of customer and employee experience? Join us at www.smg.com. SMG is a global leader in unified experience management and CX solutions, including employee experience management platforms and XM market research.

The Sales Engineer will command the room in pre-sales meetings, build engaging demos, and serve as a trusted technical advisor throughout the sales cycle. They will also collaborate with Sales, Marketing, and Customer Success to position the platform effectively against competitors. | Candidates should have 3-7 years of experience in pre-sales or solutions engineering roles, with a strong mix of product sense and sales savvy. Technical skills in data manipulation and light coding are essential, along with confidence in presenting to various audiences. | Sales Engineer About the Role You’re the one who lights up in a customer meeting. You love the thrill of the pitch, the puzzle of the problem, and the “aha” moment when the customer gets it. We’re looking for a Sales Engineer who is equal parts product expert, trusted advisor, and showrunner—someone who can take our platform and make it come alive for prospects and customers. You’ll own the magic in the middle: translating technical capability into real-world impact. You’ll partner with Sales to win deals, and with Product to make sure what we’re building matches what the market needs. Your calendar will be full of customer conversations, demos, and strategy sessions, not sitting quietly behind a desk. Why You’ll Love It Here You’ll be the face of the product in the market, shaping deals and shaping the roadmap. You’ll work hand-in-hand with leadership in both Sales and Product. Every day will be different—and every day you’ll have a chance to make a direct impact on our growth. We value speed, creativity, and collaboration over bureaucracy. SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other multi-location consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. And with our 2024 acquisition of Bulbshare, we also help the world’s leading organizations grow through real-time customer collaboration by building mobile-first customer communities in over 30 markets worldwide, enabling clients to collaborate with consumers quickly and effectively for insights, ideation, and advocacy. We offer our talent - Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge. Values driven culture where we connect, collaborate & co-create. Remote first company (fully remote) Unlimited PTO Tech provided Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success. What You’ll Do Command the room in pre-sales meetings—whether it’s a C-suite pitch, a technical deep dive, or a hands-on workshop. Build killer demos that show our product at its absolute best, using real customer data (and a little creative flair). Roll up your sleeves to load, shape, and tweak data—and even do some light coding—to tailor each demo to the audience. Serve as a trusted technical advisor throughout the sales cycle, aligning our platform's value with each prospect's need. Feed the product pipeline with insights from the front lines, helping prioritize features that customers will love (and pay for). Translate requests for features into uses cases that can be merged into the product prioritization schema. Be the go-to expert for turning our platform into solutions that solve real business problems. Use your business acumen to communicate effectively with prospect's senior product, finance and engineering leaders, translating product capabilities into business impact and aligning solutions with strategic priorities. Collaborate with Sales, Marketing, and Customer Success to position our platform against competitors, ensure a solid sales approach and win market share. Lead the effort on RFI/RFPs from the product perspective, ensuring that SMG puts its best foot forward. Develop a deep understanding of the software development lifecycle, the evolving AI Gen tool space, and our platform to better serve customers. What You’ll Bring A proven track record (3–7 years) in pre-sales, solutions engineering, or technical product roles—you’ve helped close deals and influenced roadmaps. A mix of product sense and sales savvy—you understand what customers want and can turn features into value stories. Technical chops to manipulate data and do light coding (SQL, Python, JavaScript, or similar) to make demos pop. Confidence presenting to executives, technical teams, and everyone in between. Storytelling skills that make complex concepts clear, compelling, and exciting. Energy, adaptability, and a love of working in fast-moving, high-growth environments. About SMG: To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.