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Support.com

Commercial Card Product Manager

Support.com, Charlotte, North Carolina, United States, 28245

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Description Product Manager IV Responsible for ensuring assigned product(s) are relevant, properly 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 coordinating 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 suite of products. 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 data, customers, competitors, SWOT, technology assessments, and win/loss analysis. Develop solutions via strategic planning, including product roadmaps, business plans, profitability assessments, pricing, positioning, understanding customer buying processes, personas, and use scenarios. Represent the voice of the customer throughout the development process to ensure solutions address market problems. Manage product lifecycle, monitor performance, and recommend strategies to improve profitability, reduce expenses, and enhance customer retention and acquisition. Define, measure, and manage product risks; communicate success metrics. Product Promotion/Advocacy Create and own the market messaging for assigned products; contribute to marketing and advertising programs. Develop training materials and conduct training sessions as needed. Conduct interviews with customers, non-customers, and prospects to monitor trends and customer acceptance. Portfolio and Revenue Management Evaluate economic conditions and advise management on potential impacts. 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; evaluate new product ideas; recommend economically attractive products. Perform discovery and validation through customer interactions. Establish criteria for testing new and existing products; develop implementation workflows. Partner with Operations to ensure product stability, establish escalation protocols for system issues, and drive continuous process improvements. Review customer complaints and suggestions related to assigned products.

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