Product Manager/Customer Success Manager - Software Industry

Product/Customer Success Manager - Software

Essential duties of the position :

- Understand Sales and Distribution product, their features, and functions and drive product adoption by identifying ways customers may better utilize the full capabilities of the platform.

- Conduct periodic business reviews to ensure customers are getting value from Sales & Distribution System.

- Identify champions and build relationships with key business stakeholders.

- Help customers define their desired outcomes, success metrics, and KPIs, and work in collaboration with the functional team to provide strategy and execution so that they achieve those goals.

- Analyse customer usage and KPIs to identify, communicate, and act upon both risks and opportunities.

- Manage customer escalations by understanding the issue and business impact before working with the customer and Support on a mutually agreeable resolution.

- Assist the customer with the creation and ongoing adoption of their Sales and Distribution (Telecom BSS) Roadmap and supporting Use Cases to drive value from BM Retail products.

Desired requirements :

- Ability to communicate value to C-level executives in Companies.

- Strong communication skills including professional writing, listening, effective verbal skills, and experience presenting to executive teams.

- Bachelor's Degree in engineering or equivalent

- 9-12 year Customer Service/Customer Success experience in the software industry

KRA :

- The position is a product success manager. He/She will be responsible for overall product success.

- Candidate should have followed SDLC process in his/her professional carrier.

- Responsible for Customer CSAT along with the Global Delivery and Program Management (GDPM) SPOC.

- Drive Customer engagement along with periodic governance, requirements, ensure committed timelines and help in transparent and clear communication.

- Should be able to update status, dependencies, critical conditions of a release.

- Drive internal stake holders to ensure high adherence to commitments and timelines.

- Should be able to review all deliverables e.g. Requirements, FSD, Test Plans, Test Reports, Project Plans, Release documents etc.

- Work with customer stake holders to improve adoption, bring in new requirements, Upgrade opportunities etc.

- Be responsible for Long Tail and incremental revenue from the customer.

- Also drive internal governance and be an input provider to Product Management for new features and enhancements