Denave - Product Manager

Roles/Responsibilities

Must Skill - Experience in technology platforms ( CRM, HRMS )

Pre-Sales :

- Needs assessment - dialogue with prospects for detailed requirement gathering - understanding operational/process flows and mapping them to product technology features that would enable them

- Work with third-party vendors/internal Tech teams - to identify modules/features to enable

- Schedule and lead demos of technology platforms, showcasing benefits of technology features

- Build commercial proposals based on features to be activated, number of users, one-time/recurring costs, etc.

- Work with the project planning team to build deployment/training schedules.

Marketing :

- Create product/technology stack marketing collateral

Post-Sales :

- Build relationships with assigned customers, set expectations prior to project kick-off, address all technology deployment-related issues, and continually delight them with a positive, customer-centric attitude.

- Continually monitor delivery status on all projects, update status and manage client expectations

- Responsible for customer satisfaction, supported by CSAT/NPS metrics, resulting in account retention, renewals, and upsell.

- Review customer complaints/support issues and concerns, seek effective resolutions from Product Support teams, and seek to improve all aspects of the customer experience with the company

General :

- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth

- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our Sales engagement and Post-Sales processes

- Take initiatives and be proactive to identify and improve the customer engagement process

Skills/Experiences :

- 4-8 years in technology product implementation industries, responsible for project scoping, delivery, and overall client satisfaction

- Strong interpersonal skills, proficient in client handling, including escalations.

- Strong senior stakeholder management skills (customer, business operations divisions, technology implementation, and third-party vendors)

- Strong process and detail orientation to champion technology enablement usage in different business/operations environments (ability to breakdown operations/business process to technology that enables those workflows)

- Commercial orientation to be able to gather and build commercial proposals

- Excellent communication skills, with experience in handling nuances of multi-cultural global customer base