Technical Product Manager – Supportability (remote, US)

Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world. But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

About the position:

Acumatica is looking for a Technical Product Manager – Supportability with a strong background in systems management, monitoring, and support as well as experience with business management software. The right person will manage Acumatica platform tools that help our internal teams manage customer deployments and help customers optimize and secure their deployment.

Supportability encompasses a variety of tools used for licensing, support, security, monitoring, and performance optimization. These tools are required to ensure smooth SaaS operations, prevent security breaches, improve support, and proactively warn operations personnel of upcoming issues.

The Supportability Technical Product Manager will assess the software as a service (SaaS) environment by gathering feedback from internal product management, support, SaaS operations, compliance, and others. The TPM will use this feedback to prepare requirements and work with developers to implement operational and security improvements.

What the job entails:

Product Planning

• Work with internal teams to understand and implement best practices for running a world-class SaaS operation.
• Create, maintain, and present product roadmap from planning to tactical activities.
• Document risks, benefits, and opportunities to ensure senior management is presented with the information necessary to make informed decisions.

Market Analysis

• Perform market analysis including research, technology assessment, competitive landscape and analysis, and market problems identification. 
• Work with existing Customers and Partners to gather external requirements related to support, security, and application monitoring.
• Document and present market requirements.

Product Launch Readiness

• Execute new product release activities and coordination across the entire organization.
• Review functional design documents and work with the development team with its associated project development plan/schedule.
• Document new features and communicate the benefits to partners and customers through videos, data sheets, presentations, battle cards, and more.
• Work with security and compliance teams to verify processes and requirements.
• Review documentation and training materials and provide feedback and guidance to Education teams.
• Review output of the Quality Assurance group to ensure the needs of customers, prospects, partners, and markets are built and delivered to a high level of satisfaction.
• Train internal support and operations teams on new product capabilities.

Program Management

• Prepare and monitor quality metrics and drive improvements as needed.
• Document and present conceptual ideas and design rationale. 
• Ensure operations teams an.

Customer Success and Support

• Become the reporting, document management, data visualization, search, and other tools subject matter expert.
• Resolve escalations from the support, customer success, and implementation teams.
• Work with support to identify knowledgebase topics and assist with writing articles.

You are a great fit for this position if: 

• You have experience managing complex applications in a SaaS environment.
• You have knowledge of business management systems and security and monitoring tools.
• You have 5+ years of product management, development, and delivery experience with SaaS business applications.
• You have experience working with cross discipline, geographically dispersed teams.
• You possess a unique blend of business and technical savvy
• You are detail oriented and organized, with strong decision making and time-management skills 
• You have large company experience that you would like to apply to a smaller team. 
• You know how to build an action plan, lay out goals, strategies, tactics, and timelines. 
• You are self-driven and realistic about your goals. 
• You have exceptional organizational and communication skills. 

Please note: this is a remote (work from home) position that is available to candidates currently located in the United States.

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

For this role, the salary range is $100,000-$140,000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and other relevant elements.

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

• Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.
• US-based employees:
• Gain access to healthcare benefits (Medical- one plan 100% ER paid), dental and vision insurance for you and your dependents);
• Employer paid Short-term/Long-term Disability and Basic life insurance;
• 401(k) plan and company match;
• 15 days of PTO (paid time off);
• 5 sick days;
• 9 paid holidays
• 3 Floating Holidays;
• Paid Parental leave.