Main Takeaways: -3 P’s -30,60, 90 days plan -Do’s and Don’t’s of onboarding

1. How to Combat the First 90 days as a PM
by Twilio Sr PM
www.productschool.com

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5. How to combat first 90
days as a Product Manager
Tarunpreet Singh
Senior PM, Twilio

6. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
Tarunpreet Singh
Focus on Growth & Monetization
Platform Product (Current)
Senior PM, Twilio (Platform Product)
Industrial SaaS Product
Focus on Growth, Engagement
& Monetization
Enterprise Product
Focus on Engagement

7. Agenda
3 P’s of Onboarding as a PM
First 30, 60 and 90 days plan
Do’s & Don’t of Onboarding
1
2
3
Agenda

8. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
3 P’s
of Onboarding

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Focus area
Drive value for the customers and business
through your product with the help of People
and Processes
People
Product
Process
Happy relationships lead to seamless
deliveries
What are the key Problems, Features,
Market & Competitors
Company’s Culture and Product
Management maturity fuels growth

10. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
Product focus
Know your Users and Wear the Customer shoes
Categorize Personas, Power users, Key Problems being solved, Analyze Support tickets and product reviews,
Understand their journey with your product, Walk through the customer’s journey , Own & Build small features
Understand your Market and Competitors
List the existing pains and their market, Who are the major competitors & their core value proposition, Which
Customer Segments they target, Read industry reports, Product Teardowns
Align Company’s Mission and your Product’s Strategy
Know your Company’s short term and long term goals, align your product’s strategy and roadmap with those
timelines, What are the North star metrics and what are their supportive proxy metrics
Technical Architecture and Data Sources
Understand the underlying services, API specs and the architecture of the product, list all the different
sources of data,

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People focus
Set up 1-1’s with each team member
Introduce yourself, your background, try to know them and their pains in day to day jobs, What will make them
happy, Build rapport, What can drive collaboration, How do they measure success, Are they involved
Understand your Manager’s expectations
What are the key OKR’s you would be driving. What’s his future vision of the product and key past
experiences
Align with other Key Stakeholders
Shadow sales reps in some customer calls, understand the expectations around trainings and demos from
Marketing, templatize the user documentation with legal, Expectations of CSM of key customers
Meet your Customers
After initial months, get introduced to as many customers as you can, Be an active listener and try to connect
the dots

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Process focus
Customer Support and internal Operational maturity
Understand the underlying ways and tools in which customer feedback is managed, Are the customers
supported timely, Are the frequent pains well documented, Do the sales reps have sufficient resources and
understanding of your product
Reporting and Strategy Alignment
Understand how different product teams align dependencies, What are the different layers of reporting and
how is success measured for your product, How are roadmaps aligned and reviewed by management,
Discovery and Development Methodologies
How are opportunities discovered, What’s the experimentation culture of the company, How are features
broken into epics, stories and driven through sprints,
GTM Alignment and Launch process
Understand the existing Go to Market processes with marketing, sales enablement, legal, billing and pricing
teams

13. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
30, 60, 90 days
plan

14. First 30 days title here
Point one
Point two
Point three
Point four
Goal :- Be an active Observer, learn your product, and listen attentively
● Deep dive into the product, support tickets,
demos, documentation
● Understand the user journeys
● Be like a user
● Understand the value proposition of your
product
● Build user empathy
● Have 1-1’s with your team members
● Introduce yourself to other stakeholders
and product groups
● Align with your manager expectations
● Build your rapport in the team
● Develop relationships within the
organisation
● Understand the OKRs you drive
● Understand the underlying tools and
resources to capture Customer reviews,
usage data, analytics, Support tickets etc.
● Attend Product Bootcamps and get added
to meetings, join communication channels
● Get equipped with tools and
communications channels for product
delivery within the organisation
● Identify the gaps and challenges with the
underlying processes
PRODUCT
PEOPLE
Desired Outcomes
Key Tasks
PROCESS

15. First 60 days title here
Point one
Point two
Point three
Point four
Goal :- Evaluate the existing product and build a cross collaboration strategy
● Look into your competitors products, their
value proposition and their users
● Own, build and release a small feature or
bug that generates value for your
customers
● Create a SWOT analysis of your product
and present it internally to gather feedback
● Analyse the ‘Why’ behind the roadmap
● Keep having 1-1’s within the organisation
● Shadow your Sales and Customer Success
managers in Customer calls
● Collaborate with design and research
● Get introduced and Understand the current
satisfaction levels of your customers
● Build confidence to deliver value to the
customer collaborating with your team
● Start owning the development ceremonies
for the team
● Start representing your product’s roadmaps
and key successes in various alignment
and management reporting meeting
● Learn how decisions are made in the
organization and who takes the final call
● Learn how conflicts and disagreements are
handled
PRODUCT
PEOPLE
Desired Outcomes
Key Tasks
PROCESS

16. End of 90 days title here
Point one
Point two
Point three
Point four
Goal :- Start building your ideas and own the strategy to deliver value
● Align the goals and deliverables based on
customers and company’s mission
● Develop the metrics that communicate
value
● Own and Drive your roadmap with required
changes based on your insights
● Broadcast success and generate visibility
● Have started regular 1-1’s with your
Customers
● Partner with Sales and Customer Success
teams to validate the roadmaps
● Unblock value and ease your customers
pains
● Keep the key stakeholders aligned with
your vision
● Develop a sound discovery and
experimentation practise for your product
● Optimize the funnel and communication
channels to gather feedback and drive
alignment
● Get early feedbacks, fail fast
● Improve the operational maturity of the
product
PRODUCT
PEOPLE
Desired Outcomes
Key Tasks
PROCESS

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Do’s & Don’t

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What you should
definitely do
Focus on the driving the big picture,
Pause, Journal your day
Exercise Mindfulness
Ask as many Questions
There is no stupid question, 5
Why’s
Identify the Growth Mindsets
There will always be promoters and
detractors everywhere
Be the Customer yourself
Use the opportunity to build
unbiased and fresh ideas
Write it down
Document the meetings, open
questions and connect the dots
Keep the camera’s ON ( if remote)

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What you should
avoid
Always believe in your abilities and
deliver your value
Comparing yourself to others
Spending too much time on just 1
area
Distribute your time wisely and
keep learning to optimize
Pushing your Ideas
Be patient and understand others
perspective first
Don’t be afraid to fail
Most people fail to understand
customers, data and value initially so
don’t get panicked if it happens

20. Contact me at:
www.linkedin.com/in/singh-tarunpreet
@Tarunpreet_Singh
Thank You!

21. www.productschool.com
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