Product Manager – CRM Integrations

Role: Hybrid (once a week - once a month depending on location)

About Akixi 

Akixi is a leading provider of cloud-based call and contact analytics solutions, empowering businesses to enhance their communications and operational efficiency. As a modern SaaS vendor, Akixi is dedicated to delivering innovative, scalable, and reliable analytics software designed to meet the evolving needs of businesses of all sizes. In addition to our powerful call and contact analytics, Akixi offers comprehensive CRM integration solutions, enabling businesses to streamline customer interactions and enhance productivity by connecting communication systems with their existing CRM platforms. 

Job Summary 

The primary focus of this role is to manage Akixi’s strategic CRM integration products, which currently integrate with over 300 CRM systems. You will be responsible for maintaining and enhancing these integrations, as well as building strong relationships with key CRM vendors. A key aspect of this role involves developing a deep understanding of core CRM integrations and creating a roadmap to ensure Akixi continues to lead the market. 

A key responsibility will be working to transition Akixi’s existing desktop-based CRM product to integrate with Akixi’s cloud platform, leveraging the advantages of cloud-based configuration, scalability, and efficiency. This transition will lay the groundwork for developing a fully cloud-based CRM integration product in the future. 

In addition, you will work on expanding and developing existing integrations with communication platforms such as Microsoft Teams, Cisco BroadWorks, Cisco Webex Calling, and Netsapiens, enabling businesses to streamline customer interactions and improve operational efficiency. 

You will collaborate closely with Akixi’s product owners and sales teams to ensure product development aligns with market needs and long-term business goals. The Product Manager will also generate and maintain comprehensive product documentation, ensuring clarity and accuracy for both internal teams and external stakeholders.

What Will The Successful Job Holder Be Like? 

The successful Product Manager will be a highly organized and proactive individual with strong communication skills and the ability to manage relationships with both internal teams and external CRM vendors. They will need to be adept at understanding technical product integrations and translating these into clear roadmaps that align with Akixi’s long-term strategy. An analytical thinker with a keen eye for detail, the ideal candidate will be able to assess priorities, provide business justification for product enhancements, and effectively communicate updates across teams. 

This role requires someone who is adaptable and able to manage multiple projects simultaneously, including ad-hoc assignments. A successful candidate will demonstrate a deep technical and functional understanding of CRM systems and competitor products, enabling them to drive innovation and maintain Akixi’s position as a market leader. They should also have a strong sense of ownership, working collaboratively with stakeholders across the organization and contributing to long-term product strategies. 

Key Responsibilities 

• Manage Strategic CRM Integrations: Become a subject matter expert on Akixi’s key CRM integrations (e.g., HubSpot, Microsoft Dynamics, Salesforce), and develop a deep understanding of their functionality and business impact. 
• Develop a Product Roadmap: Create and maintain a roadmap for CRM integrations, ensuring Akixi remains a market leader in the space, with a focus on transitioning from desktop-based CRM products to a cloud-based solution. 
• Cloud Platform Integration: Lead efforts to combine the existing desktop-based CRM product with Akixi’s cloud platform, ensuring all the benefits of cloud-based configuration (scalability, efficiency, etc.) are realized. Oversee the future development of a fully cloud-based CRM integration product. 
• Vendor & Partner Relationships: Build and maintain strong relationships with key CRM vendors and Specialist Integration Partners, ensuring effective collaboration and continuous improvement of integration offerings. 
• Product Documentation: Generate and maintain comprehensive product documentation, ensuring accuracy and clarity for both internal stakeholders (development, sales, support) and external clients. 
• Feedback & Feature Management: Collect and prioritize feedback and ideas for CRM integrations. Translate this input into detailed user stories, business justifications, and priority assessments for development teams. 
• Compliance & Specialist Integration Management: Oversee the management and compliance of Specialist Integrations, such as maintaining and updating compliance documentation (e.g., IM1 Pairing Integration for TPP SystmOne and EMIS Web). 
• Cross-functional Collaboration: Work closely with product owners, the Head of Product, and sales teams to align product development with market needs, long-term CRM integration strategy, and business goals. 
• Product Release Management: Collaborate with the product management team and project managers to plan, execute, and manage CRM-related product releases. 
• Product Communication & Marketing: Work with marketing and account management teams to communicate product updates internally and externally. Assist in creating product collateral and online help resources for CRM integrations. 
• Support & Troubleshooting: Provide support to the customer support team regarding CRM integrations, helping resolve complex issues related to integrations. 
• Market & Competitor Analysis: Acquire detailed technical and functional knowledge of leading CRM systems and competitor products, ensuring Akixi remains competitive. 
• Ad-hoc Projects & Testing: Assist with ad-hoc projects and product testing, supporting broader company initiatives and objectives. 

Qualifications and Experience – Essential 

• Educational Background: Bachelor’s degree in Business, Computer Science, or a related field. Certifications in product management (e.g., Agile, PMP) or relevant technical qualifications are a plus. 
• Product Management Experience: 3-5 years of experience in product management, ideally within the SaaS industry, with hands-on experience managing CRM integrations and communication platform technologies. 
• Microsoft Teams Expertise: Strong technical understanding and proven experience with Microsoft Teams integrations, including the ability to assess, implement, and optimize integrations to enhance customer communication and operational efficiency. 
• Project Management: Demonstrated ability to manage product roadmaps, lead product releases, and oversee cross-functional teams in an Agile environment. Skilled at balancing priorities and meeting competing deadlines. 
• Vendor & Partner Management: Experience building and managing relationships with CRM vendors and integration partners, ensuring collaboration and continuous product improvements. 
• Analytical Skills: Ability to collect and analyze feedback, assess product performance, and make data-driven decisions to prioritize and enhance product features. 
• Communication & Documentation: Strong communication skills, both verbal and written, with the ability to create comprehensive product documentation and effectively communicate product updates to internal and external stakeholders. 
• Adaptability & Multitasking: Proven ability to manage multiple projects, adapt to changing priorities, and take initiative in a fast-paced environment. 
• Market Knowledge: Familiarity with the CRM and communication platform markets, with an understanding of key trends and competitor products. 
• Customer-Centric Approach: A focus on delivering customer value by ensuring that CRM and communication platform integrations meet user needs and improve overall customer experience. 

Qualifications and Experience – Desirable 

• Technical Expertise: In-depth knowledge of CRM systems (e.g., HubSpot, Microsoft Dynamics, Salesforce), with experience managing integrations across multiple CRM platforms. Experience with cloud-based platforms and transitioning desktop products to cloud solutions. 
• Experience with Large-Scale CRM Integrations: Previous experience managing large-scale CRM integrations, especially with enterprise-level CRM systems like Salesforce and Microsoft Dynamics. 
• Cisco BroadWorks, Webex Calling, and Netsapiens Expertise: Technical knowledge and hands-on experience with communication platforms like Cisco BroadWorks, Cisco Webex Calling, and Netsapiens, particularly in integration and troubleshooting. 
• SaaS Product Development: Experience in SaaS product development, particularly in call centre analytics, CRM, or communication technology spaces, with a solid understanding of SaaS business models. 
• Agile and Lean Methodologies: Strong familiarity with Agile or Lean product development methodologies, with a demonstrated ability to work in iterative and fast-paced environments. 
• Cross-Platform Integration Experience: Previous experience managing integrations between CRM systems and various communication platforms (besides Microsoft Teams) and coordinating across cloud and desktop environments. 
• Global Product Management: Experience managing products or projects across international markets, with insight into localization and global customer needs. 
• Business Intelligence and Data Analysis: Experience with business intelligence tools and data analysis, using product usage data to drive decision-making and product enhancements. 
• Industry Knowledge: Familiarity with the contact center, telecom, or unified communications industries, including understanding of industry-specific challenges and market opportunities. 
• Customer Support Collaboration: Experience working closely with support teams to resolve complex integration issues and provide technical assistance for CRM and communication platform integrations.