Wolters Kluwer Senior Technology Product Manager - Infrastructure and Customer Experience in Boston, Massachusetts
We are searching for a Senior Technology Product Manager-Customer Experience.
Ideally, we would like this person to be in Chicago, IL or Waltham, MA, but we are open to remote candidates.
The Senior Technology Product Manager is a member of an Agile Team who represents the voice of the customer and is responsible for working with the Product Manager and other stakeholders—including other product owners and the team—to define and prioritize the product backlog so that the solution effectively addresses business needs while maintaining technical integrity. The Senior Technology Product Manager is a key role at Wolters Kluwer and will have overall accountability and decision-making responsibility as products are developed. He or she will intimately understand the customers and potential customers as well as the broader industry, identify and resolve impediments and works with limited supervision with latitude for independent judgment. May guide and assist less experienced peers.
Duties and Responsibilities include, but not limited to:
• API/Webservices (WSC) infrastructure roadmap, Proactive Health Checks of API/WSC
Drive Infrastructure roadmaps for API/WSC based on customer inputs to drive customer experience
Drive requirements for customer fulfillment and customer health dashboards using Wolters Kluwer approved customer success platforms.
Conduct periodic Predictive/Proactive health checks through Customer health dashboard. Analyze usage reporting, web services SLAs adherence, availability, performance and response times
Provide customers insights/actions based on health checks and create product implementation improvement roadmap for API/WSC
Provide feedback for future roadmap to product and engineering to address to improve health dashboard metrics
Be the point person to address asks from customers for usage reports, SLA reports. webservices reports or any other custom reports as agreed on the contracts
• Customer Onboarding:
Answer pre-sales and post sales conversations to support API and WSC customer queries.
Join Customer specific call request to represent product management and bring feedback back to the rest of the team.
Join training or teaching all the features of your product to the customers as needed. You need to teach only those features that help the customer achieve early value.
Take feedback from customer during eval on specific improvements, changes, enhancements or defects reported by customer to product team for quick resolution
• Customer Advocacy and Support Documentation:
Liaise with and support Customer Experience/Success team to create services and monetization opportunities through new services based on API/WSC
Work with tech writer, implementation, Marcom to create product support documents such as customer facing documentations, onboarding self help guides, implementation technical notes etc.
Help identify good case study candidates and support webservices before and after cast studies.
Glean product inputs and feedback from Developer portals, evaluation sites and customers directly to develop future roadmaps
• Account Escalations/Issues Management:
Attend issues management and incident management for API/WSC to distill the asks and support teams.
Support or response to any alerts, red flags, poor health such as webservices outages, high traffic reports, webservices denial of service or call failures etc.
Channel issues/incidents back to product team to address in future sprints or roadmap
Build a relationship with API and WSC customers to answer ongoing questions and issues
BS Computer Science or equivalent experience, Master’s of Science preferred
3 + years in engineering or solutions architecture highly desired
Strong understanding APIs and cloud technologies. Specific experience with AWS, GCP, Azure, Mulesoft, and container frameworks (Kubernetes, Docker), cloud authentication/authorization/security
Prior knowledge, experience in designing best practices for APIs and webservices keeping customer workflows in mind
Prior experience in services product management to support for API and cloud technologies is a plus
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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