Product Account Manager

Duties include, but not limited to:

• Strategy and performance:

o Ensuring that that all products\platforms within the portfolio are supported, maintained, and monitored 24/7.
o Develop, manage, and drive goals and KPIs for each product\platform to meet and exceed the organization’s business strategy and objectives.
o Proactively seek out opportunities that will help grow and benefit the 3rd party product offering(s).
o Develop expertise and serve as subject matter expert for designated product areas.

• Reporting:

o Responsible for ensuring the reporting across the business for each product\platform is accurate and consistent.
o Agree and implement efficient internal reporting processes between departments to ensure good flow of necessary information and results across multiple teams and stakeholders.

• Marketing:

o Work with both retention and acquisition business stakeholders to ensure that their respective marketing initiatives appeal and perform at the third-party product level.

• Customer service:

o Working closely with the customer service department to ensure third party support is aligned and act as liaison between the two if necessary.
o Deal with any escalated customer queries and issues, ensuring prompt resolution.

• Product, Stakeholder Management and Influencing:

o Develop close working relationships with all relevant stakeholders across the business.
o Working closely with internal and external business stakeholders, leveraging expertise and product knowledge to influence the product development roadmaps of the third-party partner.
o Where necessary, work with internal development teams to fix issues and deliver constant improvements to any internal integrated product offering.

• Communication:

o Effectively liaise and communicate with both internal and external key stakeholders at an operational level to manage day to day issues, escalations and expectations.
o Ensure all operational communications with customers / partners are documented and effectively circulated to stakeholders, making best use of collaboration tools.
o Proactively engage and share pertinent industry and product information with the wider BRM teams, to benefit all customers / partners, where applicable.
o In partnership with the Account Manager, ensure alignment on all account activities

• Build Operational Working Relationships:

o Build and maintain effective working relationships with both internal and external key stakeholders at an operational level.
o Establish and maintain a constructive relationship between the service provider and the customers / partners, based on understanding the business drivers

• Product Knowledge:

o Maintain an appropriate understanding of all relevant products and services of both internal and external customers / partners.
o Engage with customers / partners to understand the business requirements with a focus on what products and services can be used more effectively within their organization.
o Establish and articulate product requirements to the business.
Essential Criteria:

• Bachelor’s Degree in business or a related field such as economics, communication, advertising, marketing or statistics, etc.
• 2+ Years experience within same/ similar role
• Experience with product management, lifecycle process, and communicating with internal and external stakeholder.

Knowledge, Skills & Abilities

• Good communication skills along with the ability to effectively collaborate with cross functional teams
• Experience working with senior stakeholders
• Experience working with and driving third parties
• Understanding of product design, dependencies, and tradeoffs - Familiarity with an Agile development process and driving the product roadmap
• Knowledge of Agile tools, like Jira or Trello
• Ability to thrive in a fast-paced, deadline-driven environment
• Self-motivated and solution-oriented
• Highly organized with strong attention to detail and follow-through