Careers
Product Support Specialist
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Key responsibilities are
to:
Perform project management duties for multinational organizations
including:
- Manage & coach client teams in multi-national setting, implement
complex configuration and integrate projects.
- Manage the liaison between implementation and product development
team throughout the SDLC (Software development life-cycle) process.
Make decisions on project development, including project plan and
schedule, management, resource allocation, the meeting of milestones
and budget requirements, document and report project status to management,
and assure consistency between customers' high perceived value and
the project results. Conduct participation of management level users
in SDLC (Software development life-cycle) and integrate feedback into
the process to make improvements. Translate and communicate detailed
customer needs and integrate them with/conform them to product development
strategy and requirements. Translate product technology and functionality
into simple business language, working with client and internal business
teams to implement solutions effectively to: Provide methodology expertise,
best practice and visualizing tools; Assess customers' knowledge and
information and integrate it into the solution; Align and improve
existing business processes based on solutions offered. Produce and
offer Web Based Solutions delivere d in ASP (Application Server Provider).
Consisting of: Relational database (Oracle) - multi tier client server
architecture; Graphical User Interface; Networking Protocols. Advocate
use of products offered for change management solutions. Manage and
launch new product implementation and enhancements to existing products:
Coordinate participation of clients' business teams and users in the
process of product development life-cycle, integrate clients' feedback
into the process; Oversee user acceptance tests and system implementation
processes; Provide methodology expertise, best practice and visualizing
tools. Conduct/perform product management duties in Pharma, healthcare
or enterprise application industries: managing product requirements,
performing market analysis, ensuring product adoption, integrating
with product development organization, communicating value via integrated
marketing programs and campaigns, facilitating persuasive presentations
and productive relationships with customers. Conduct/perfo rm duties
including account management duties including: Meet defined client
business objectives and goals; Maintain team milestones dashboard;
Act as Advisor on Knowledge Management Systems; Mentor the Product
Methodology to Product teams; Manage Re-iteration process of clients'
proposed/intended solution; Enhance customer support and client relationship;
Provide initiatives to encourage greater client utilization of solution.
Maintain and assist in the development of Client Communication Protocols
and deliver content in a timely fashion. Act as Liaison with the Strategic
Business Director to generate new selling opportunities based on client
needs and fully partake in the closure of the opportunity.
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| Requirements (minimum) |
- Proven product support experience in Pharma, healthcare or enterprise
application industries.
- Background in knowledge and change management solutions.
- Experience in a rapidly growing organization.
- Strong ability to translate detailed customer needs to product
support strategy and requirements.
- Ability to communicate industry and customer needs and requirements
to systems development group.
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