Customer Product Manager
Leads strategic and business decisions related to customer digital products adoption, positioning and go to market. Main areas of focus are: eCommerce, Equipment Management, Connectivity.
Responsibilities
• Lead a team of Product Adoption Consultants (PACs) who enable field-based digital reps (DARs), and dealers in application training.
• Collects marketplace requirements and setting direction for future product evolution in collaboration with industry and product groups. Engage with customers to drive operational improvements.
• Proactively monitors problem areas; works hand in hand with enablement team and product owners to enhance the products.
• Develops customer adoption strategies and deep focus on how to create customer value.
• Participates in quality assessment and improvement processes.
Skill Descriptors
Ideal candidate has had a previous field / customer facing experience and a previous management experience.
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Working Experience:
• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.
Products and Services: Knowledge of digital products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
Level Working Experience:
• Obtains information about product and service linkages with other products and services elsewhere in organization.
• Researches the target market and how the product and services are sold and delivered.
• Explains current status, delivery alternatives and announced updates to products and services.
• Summarizes key features of products or services for the customer facing digital applications and products and is able to lead the value story to the dealers and customers.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Working Experience:
• Applies an assigned technique for critical thinking in a decision-making process.
• Identifies, obtains, and organizes relevant data and ideas.
• Participates in documenting data, ideas, players, stakeholders, and processes.
• Recognizes, clarifies, and prioritizes concerns.
• Assists in assessing risks, benefits and consideration of alternatives.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.
Level Working Experience:
• Delivers helpful feedback that focuses on behaviours without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.
Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Level Working Experience:
• Works to achieve win-win in negotiations, rather than taking a win-lose approach.
• Focuses on issues rather than personalities.
• Uses active listening and probing techniques to surface problems, issues, and interests.
• Demonstrates a willingness to examine own position.
• Presents own position and listens attentively to position of others.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Experience:
• Provides prompt and effective responses & resolution of dealer requests
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Basic Knowledge:
• Uses a structured approach in analysing and resolving technical problems.
• Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence.
• Provides examples or case studies demonstrating technical excellence in actual business scenarios.
• Pursues, prepares for and assumes new technical assignments and challenges.
Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.
Level Working Experience:
• Uses 'value selling' techniques to successfully engage customers.
• Researches the customer's industry and organization before attempting sales calls.
• Discusses issues and considerations regarding current 'value selling' practices and recommends potential improvements.
• Quantifies proposed costs, benefits and value in customer terms.
• Defines and documents value-added activities and their benefits to customers beyond the initial sales transaction.
Additional Information:
- Travel for this role is estimated at 40% within APD region .
- There is no relocation and no Visa sponsorship.
