The Senior Product Manager would be responsible for the design and function of all aspects of the Service Bureau – including all marketing functions (product, place, promotion and price aspects), channel partner relations, and liaison with operations, and technology teams. The successful candidate will have significant experience in operating a Service Bureau, Application Service Provider (ASP) or Software as a Service (SaaS) business model.
Duties:
General Duties
- Works with Product team to define all aspects of the Service Bureau: Product, Place, Promotion and Pricing Strategies, Product Bundling, New Product Developments/ Enhancement Prioritization, Channel Strategy, Business Case Development, etc.
- Serves as the Project Manager for the cross-functional team (Technology, Operations, Client Relations, Product, Marketing, Sales)
- Shapes Service Bureau product and service solutions and capabilities into service offerings relevant to the chosen marketplace(s). Defines solutions that allow potential partners to understand the technical build and the business opportunity
- Captures business and technical requirements from channel partners relative to change requests, technical issues, and enhancements.
- Leverages knowledge of complete set of Service Bureau products and services.
- Defines and executes user acceptance test cases as part of implementation and production enhancements.
- Communicates update progress and information to internal and external clients.
- Identifies ways to improve processes and procedures.
- Provides direction to less experienced staff for the collection information and data from sources determined by self, assess information quality, bolster where necessary, analyse and synthesize material into recommendations for senior team members and or client. This will include market research, competitive analysis and marketing strategy
Channel Partner Specific Duties:
- Completes the full life cycle solutions offering to channel partners including: strategy, solution design, builds, implementation and operations
- Participates in regular channel partner contact meetings including implementation projects and regular business reviews.
- Serves as subject matter expert in terms of channel partner’s specific implementations, requirements, functionality, business rules, relationships, reporting, analysis, etc.
- Structures the approach and deliverables of programs and projects of the team to ensure the delivery against channel partner expectations. This includes understanding the needs of the channel partner and of end clients, shaping approaches for delivery and actual delivery of solutions.
- Researches and provides answers and solutions to channel partner questions and concerns.
- Provides query and analysis support to include issue resolution or escalation
Key Accountabilities:
- Develops both a strategic and tactical understanding of the channel partner and/or end client’s business.
- Serves as a knowledge resource to internal and external users of the service bureau.
- Executes, monitors, and maintains quality control.
- Responsible for relationship building with outside vendors/ suppliers/ partners.
- Creates, develops & maintains product user guides and other documentation/tools.
- Teams with Business Development Group to represent overall solution and opportunities externally and internally
- Develops recommendations on pricing, margin, exit costs and market tolerance for new product introduction
- Manages clients’ expectations, delivers superior client service, attention, and support
- Facilitates problem-solving and issue resolution
- Participates in Implementations to ensure a smooth transition from Implementation to Production.
- Authors and keeps up-to-date a Production Plan specific to each assigned channel partner.
- Performs other related duties as assigned.
Mandatory Skills:
- Well-seasoned Product Management, Product Marketing professional with Service Bureau experience, business and technical acumen (5-10 years experience)
- Demonstrated experience in managing a Service Bureau, Application Service Provider, or Software as a Service business model.
- Relevant market/customer knowledge to allow for successful development of business cases for new products on limited information.
- Experience in the development of sound business plans featuring technological solutions.
- Ability to synthesize business opportunities from existing financial statements
- Ability to assess target markets, key opportunities, understand future trends and ability to leverage and communicate to senior-level decision makers
- Ability to segment existing solutions for future builds and/or new market penetration
- Experience managing Partner and Alliance relationships/ Ability to build an infrastructure to support, attract and on-board new Partners
- Demonstrated experience with composing and leading complex and varied teams in response to evolving customer needs.
- Ability to envision customer needs, strategic planning, business cases and ability to effectively present complex technology and business plans to senior level decision makers
- Ability to both lead others, achieve results while constantly looking for new ways to make technology relevant to the business.
- Demonstrated track record of implementation of several large projects.
- Strong ability to develop and manage Key Performance Indicators (KPIs).
- Strong writing and presentation skills, English essential.
- Ability to work with a team under pressure within tight timelines
Education: (University, College, CDI, ITI):
- University degree in Commerce; Economics; Business Administration; Business Strategy; Strategic Marketing; Integrated Tech & Commerce.
- MBA preferred
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