Job Overview: Working in collaborarion with our client, as a Solution & Product Senior Manager, you are essential to the coordination and execution of technical changes across the company. Flexible and able to work within a fast-paced, global environment, you are proactive on short term incident management, as well as long-term enhancements to the core software product. As a key member in Product and Solutions teams, you will provide fast and friendly, world-class technical support and propose creative, flexible solutions that empower client success. You will act as a critical bridge between our engineering and client-facing teams, and become a trusted solution advisor both internally and externally.
Responsibilities and Duties:
Product: take ownership of all modules of the application by understanding functional & business processes, and design improvements based on client needs.
Participate in client workshops to design system integrations, product enhancement
proposals, and provide technical project expertise
Translate business needs into product requirements and write user stories within an
agile project framework
Develop metrics to measure the business value of new product features and drive the
product roadmap strategy for the Asia-Pacific region.
Planning: assess client requests, queries and incidents and channel them appropriately to ensure punctual response
Work with client services and engineering personnel to resolve product issues
Collaborate across the product management team to translate business needs into
product enhancements and help drive software evolutions
Execution: work with the engineering team to ensure high quality deliverables
Configure customer domains and integration middleware instances to meet
requirements
Provide business and technical solutions to help customers fully utilize the system
Support: maintain excellent client satisfaction by monitoring system stability and addressing client issues
Perform problem characterization, reproduction, diagnosis, and root cause analysis
Help the support team to troubleshoot system issues (functional and data)
Develop test scripts and implement user acceptance testing Author Knowledge Base Articles, Technical Notes, Product Backlog Items (Bugs/User
Stories)
Meet individual case management SLA, and C-Sat KPIs and goals
Collaborate: work with other streams/regions within the company to ensure efficient delivery
Work on small software development projects relating to integration, business
intelligence, and/or AI development
Work in collaboration with the engineering teams to help design and test software
enhancements, through feature design to release management
Work in collaboration with the client success teams and client end-users to support
the release process: testing, training, communication
Qualifications:
- Great communication skills are a must and the ability to explain complex ideas efficiently and clearly, both through internal and client facing interactions is critical.
- BS Computer Science or higher degree
- At least 10 years of progressive experience diagnosing and resolving problems in complex software environments
- Must be proficient in structured database language (SQL), with some knowledge of
- front-end programming languages
- Demonstrated experience supporting enterprise software solutions, ideally Marketing
- Automation, CRM, PRM, SFA, ERP, BI, and Integration Middleware tools (preferably Dell Boomi)
- Demonstrated experience with Integration projects involving Chinese/Indonesian
- Ecommerce, Distributor Management, and/or Inventory Management systems
- Demonstrated experience in large scale cloud migrations (preferably Microsoft Azure)
- Previous experience in customer facing application support role and experience with
- Help Desk ticketing systems (preferably Zoho Desk), Project Management tools (preferably Asana), and DevOps tools (preferably Azure DevOps Server)
- Strong autonomy, organisational skills, attention to detail and interpersonal skills
- Fluent written and verbal English and at least one other language capability – Chinese or Japanese preferred.