Support.com
Change Execution Lead - Payments Product Delivery
Support.com, San Francisco, California, United States, 94199
Description Product Manager IV
Responsible for ensuring assigned product(s) are relevant, effectively sold, and managed to provide a positive customer experience, focusing on sound infrastructure and integrity levels. Responsible for managing assigned product(s), including market research, financial analysis, product planning, development, implementation, and coordination of sales and marketing strategies, objectives, and programs. Key components include product profitability, risk mitigation, performance evaluation, and results measurement. Serve as a subject matter expert for the product suite.
Position Responsibilities:
Roadmap Management Serve as a market expert for assigned product(s) through research, discovery, validation, customer interactions, presentations, white papers, etc. Define market problems by analyzing market, customer, non-customer, and potential customer data; understanding product positioning, competition, SWOT analysis, technology assessment, and win/loss analysis. Develop solutions via strategic planning, including product roadmap, business plan, profitability, pricing, and positioning assessments; understand customer buying processes, personas, and scenarios; develop solution requirements; represent the voice of the customer throughout the process; ensure solutions address market problems and align with development. Manage products throughout their lifecycle, monitor performance, and recommend pricing and marketing strategies to enhance profitability and customer retention. Define, measure, and manage product risks; evaluate and communicate product success. Product Promotion/Advocacy Create and own the market messaging for assigned products; participate in marketing and advertising development. Develop training materials and conduct training sessions as needed. Conduct interviews with customers, non-customers, and prospects; monitor trends and assess customer acceptance. Portfolio and Revenue Management Continuously evaluate economic conditions and advise management on impacts to products. Ensure profitability, competitive positioning, and integration into sales planning and profit plans. Develop and recommend pricing strategies to meet product objectives. Product Initiatives Research and define market problems; investigate market opportunities and the impact of existing products; evaluate new product ideas and make recommendations. Perform discovery and validation of market problems through customer interactions. Recommend testing criteria for new and existing products; develop workflows for implementation. Partner with Operations to ensure product stability, establish escalation and resolution protocols for issues, and continuously improve operational processes. Review customer complaints and suggestions related to assigned products.
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Roadmap Management Serve as a market expert for assigned product(s) through research, discovery, validation, customer interactions, presentations, white papers, etc. Define market problems by analyzing market, customer, non-customer, and potential customer data; understanding product positioning, competition, SWOT analysis, technology assessment, and win/loss analysis. Develop solutions via strategic planning, including product roadmap, business plan, profitability, pricing, and positioning assessments; understand customer buying processes, personas, and scenarios; develop solution requirements; represent the voice of the customer throughout the process; ensure solutions address market problems and align with development. Manage products throughout their lifecycle, monitor performance, and recommend pricing and marketing strategies to enhance profitability and customer retention. Define, measure, and manage product risks; evaluate and communicate product success. Product Promotion/Advocacy Create and own the market messaging for assigned products; participate in marketing and advertising development. Develop training materials and conduct training sessions as needed. Conduct interviews with customers, non-customers, and prospects; monitor trends and assess customer acceptance. Portfolio and Revenue Management Continuously evaluate economic conditions and advise management on impacts to products. Ensure profitability, competitive positioning, and integration into sales planning and profit plans. Develop and recommend pricing strategies to meet product objectives. Product Initiatives Research and define market problems; investigate market opportunities and the impact of existing products; evaluate new product ideas and make recommendations. Perform discovery and validation of market problems through customer interactions. Recommend testing criteria for new and existing products; develop workflows for implementation. Partner with Operations to ensure product stability, establish escalation and resolution protocols for issues, and continuously improve operational processes. Review customer complaints and suggestions related to assigned products.
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