Managed Services, Product Manager

Job Description

In this role you will help drive the vision, strategy, leadership, and overall success for the next generation of Mood Media Managed Services. We strongly believe that the Product Manager is the GM and proxy P L owner for their portfolio of services. The Product Manager is the voice of the customer and will be responsible for product strategy and management of our Managed Services offering from creation, launch, optimization, to end-of-life. Our unique position as a retail technology and services leader gives you the opportunity to work with some of the most recognizable global enterprise brands and ensures that you'll always be challenged in your work and supported in reaching your most ambitious goals. Candidate must be able to work well with people as they will be interacting closely with customers, manufacturers, support teams, account team, executive management and others.

Responsibilities

Overall

• Serve as a primary Product Manager for Mood Media's Retail Experience Managed Services Program (REMSP), which will provide key capabilities required for the transformation of Mood's A/V integration business and other key strategic initiatives within Mood
• Drive product requirements working with both internal external partners to enable IT professionals and service providers to track, monitor, and optimize end user experiences.
• This includes enhancing customer experiences through analytics, proactive alerts, and service automation to maximize solution uptime - greatly improving end user experiences; offloading routine tasks and enabling customers to move from reactive to preventive device management.
• The Product Manager will collaborate with sales enablement, region and country market leaders, channel partners, engineering, and service delivery to deliver and position new service capabilities.
• As part of this, they will assess the market, find ways to create value for customers and partners, and determine areas to drive differentiation.
• They will apply advanced subject matter knowledge to solve complex business issues and be regarded as a subject matter expert; especially for insights and endpoint management products, roadmap, and strategy.
• Understand the market and opportunities for endpoint analytics and Retail Experience Managed Services which includes monitoring device management service offers.
• Assess market competition, position Mood's offers, and determine areas to drive differentiation against competitors.
• The Product Manager will lead definition of managed services offering, including documentation of service packages and related cross-functional alignment on departmental requirements to produce a fully productized solution which is implementation ready
• Collaborate with other Product Managers, Managed Services Leaders and Engineering/ R D leaders to align Managed Services business and product strategies with REMSP roadmap
• Work proactively with Finance, Design, and Procurement to establish OEM requirements to deliver Managed Services offering and related component sourcing and inventory arrangements
• Ensure the REMSP platform provides needed capabilities to support Mood's Managed Services business strategy and priorities
• Work across all functional areas, gathering inputs, updating product plans and roadmaps, and communicating the impact of product/ solution decisions to all stakeholders
• Oversee and drive products/ solutions through the phase release or solutions release process including business case and resource requirements
• Client relationship manager for product: Communicate consistent and prompt status updates to the client and internal stakeholders for all products service offers.
• Develop global service offers with SLA's and pricing plans based on MTBF rates, cost to deliver and other key factors with ongoing tracking for further optimization
• Build and develop the onboarding and on-going product design lifecycle scope and objectives to ensure maximum performance, providing purpose, direction, and motivation.
• Coordinate internal and external resources, ensuring projects/product implementation and change remain within scope, schedule, and defined budgets, in collaboration with stakeholders, third-party/vendors and from various cross-functional departments
• Monitor and analyze technology to define renewal and upgrade plans and design integration and risk mitigation plans with required parties.

Sales Engagement

• Support Sales team efforts to identify new services opportunities and promote our capabilities for new and within current clients.
• Guide collaboration among sales, project teams, delivery teams, vendor partners, and customers.
• Contribute to sales forecasting, pipeline and relationships.
• Support opportunities through fruition (including but not limited to):
  
  • Technology Scoping and future roadmap
  • SOW accuracy in Generation and Revisions

Product And Offering Management

• Be the key Managed Service technology offering and roadmap point of contact and partner for Sales and Operations teams.
• Obtain and maintain complete product (technology and managed services) sponsor support.
• Establish a rapport and confidence with internal and external stakeholders.
• Utilize industry, service and partner knowledge to identify client business priorities.
• Collaborate with Client sourcing/procurement teams to provide data, understand internal processes, develop documentation, and drive Mood value within the organization.

Methodology Process Improvement

• Review processes for current product and related service offerings, refinement as needed
• Service and technology mix: determine what is successful and how we can continually improve
• Work to unite Sales, Operations, Product and business units, and other teams within Mood to learn from experiences and improve future processes

Qualifications Interests

• Bachelor's Degree in a related field.
• Minimum 5 years proven experience working for a technology or consulting company strongly preferred with managed service and technology experience.
• Strong financial and business acumen with understanding of a multi-faceted business operation.
• Demonstrate leadership and initiative in successfully driving specialty sales in accounts - prospecting, negotiating and closing deals.
• Excellent interpersonal and organizational skills, ability to handle diverse situations, multiple projects, multiple parties and rapidly changing priorities including with the remote work environment.
• Ability to communicate effectively with clients and stakeholders at all levels with a proven proactive and predictive approach.
• Excellent conflict resolution, adaptability and/or mediation skills.
• Demonstrated ability to plan, develop, and manage multiple projects and retain details.
• Ability to meet stated customer-initiated deadlines.
• Proven experience launching successful B2B/Enterprise Professional Services products
• Strong understanding of Enterprise SAAS platforms and related technologies which influence customer requirements
• Strong documentation skills to document every aspect of the product, change and support.
• Retail vertical experience is a strong plus
• A/V Integration experience is a strong plus