Associate Product Services Manager

As an Associate Product Services Manager (APSM) you will be an important member of the Customer Success Services organization during an exciting time of unprecedented growth. You will develop and leverage your expertise in product service development and optimization to make a significant impact, supported by user research and customer feedback   to fuel the creation of innovative services produces and continuously improve existing offerings. This is a high visibility role which collaborates closely with cross-functional teams to play a crucial role in shaping the future of our services, offerings and ongoing success.

 

As an Associate Product Services Manager at Smarsh you will mature your understanding   of how and why new services are developed, enhanced and productized working under the mentorship of the Product Services Director. You will lead and assist   in Product Services management in competitive research, analyzing data, and defining requirements for services & offerings as required . We are a fast paced, global organization in a rapid growth phase of the business that requires ‘productizing’ new and existing services to ensure well-defined repeatable offerings that are profitable, scale and deliver customer value.

The APSM is considered a trusted partner that will:

• Support the definition of the value proposition, positioning and pricing of your service solution to maximize adoption and market penetration..

• Build Product Services requirement documents to align offerings towards customer needs, planning for upstream and downstream implications of new services on the overall customer experience.

• Collaborate with team members from different departments to gather business requirements and transform them into effective product services strategies.

• Write requirements, epics, and user stories to support product services development. Create and maintain a clear backlog in alignment with the overall product services strategy and roadmap.

• Continuously monitor industry trends, competitor products/services, and emerging technologies to identify opportunities for innovation and improvement..

• Engage with customers and gather feedback to drive service improvements.  

• Analyze, track, and evaluate product services metrics including work to time, cost, and quality targets and as continual feedback into iterative improvements.