Title:  Associate Manager, Product Management (Support)

Job Title: Product Support, Associate Manager

Job Number: 22618

Job Location: Nashville, TN

Schedule: 9/80

Clearance: Must Have the Ability to Obtain and Maintain a DoD Security Clearance

Job Summary:

The Product Support Associate Manager (PSAM) plays a critical role in developing and implementing the product support strategy. This includes supporting the delivery of product to customers and successful closure of purchase orders. The PSM will be responsible for the support team quickly responding to customer support requests, coordinate post-delivery support activities, and manage product support packages. The PSM will collaborate with various teams and stakeholders across the product's business to ensure efficient and effective support throughout the product lifecycle.

Essential Duties and Responsibilities:

• Maintain a primary focus on customer satisfaction
• Develop and implement a comprehensive product support strategy
• Ensure customer requests are responded to quickly and effectively
• Coordinate post-delivery support activities, up to and including deploying field service representatives to customer sites
• Coordinate with the Product Manager and product development team on support related issues
• Manage product support packages to ensure product support activities are tracked against active packages, supporting the business’s support strategy
• Develop and maintain a database of customer and product information relevant to product support

Job Knowledge, Skills and Abilities: 

• Extremely customer focused and driven to create an exceptional customer and user experience
• Excellent communication skills: written, verbal and visual
• Able to develop and implement a comprehensive strategy
• Excellent customer and stakeholder management, and demonstrated strong collaboration skills
• Able to develop a strong technical understanding of the product, and demonstrate successfully to customers and potential customers
• Strong leadership skills, and able to work both cross-functionally and at multiple levels in the organization
• Strong project management skills and business acumen; able to track and manage project efforts across contracts and support packages

Education and Experience:

• Bachelor's degree in business, management, or a related field.
• Excellent customer service skills and a high focus on customer satisfaction
• Proven working experience in project management
• Solid technical background, with understanding or hands-on experience in software development, integration or related.
• Excellent written and verbal communication skills at all levels of an organization
• Strong working knowledge of Microsoft Office and project management tools.

Physical Demands:

• Required to sit for long periods of time
• Infrequent light physical effort required
• Written and verbal communication
• Dexterity of hands and fingers to operate a computer keyboard and mouse
• May require the ability to travel via automobile or airplane

Personal Protective Equipment:

• As required

Work Environment:

• Work performed in an office environment with people close to each other
• Working with computers, and other computer components
• Duties may require being on call periodically and working outside of normal working hours (evenings and weekends)

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