The Product Engagement Manager is responsible for leading the recruitment, organization, and management of the adoption of our Municipal Justice application by new customers and existing clients. This role is pivotal in guiding customers from early adoption to full activation of their usage, especially for products that require significant configuration and integration.
Responsibilities
The Product Engagement Manager will be involved in every stage of the product management lifecycle, with a focus on the following key areas:
- Recruitment and Onboarding: Identify and engage potential new customers and existing clients, facilitating their initial experience with our Municipal Justice cloud application.
- Customer Guidance: Assist customers in navigating the early stages of adoption, providing support and expertise to ensure successful configuration and integration of our product into their systems.
- Activation and Usage: Drive the activation of product features by customers, ensuring they leverage the full capabilities of our application to meet their needs.
- Stakeholder Alignment: Collaborate with internal teams, including software engineering and sales, to plan and manage product and operational readiness.
- Operational Training: Coordinate and facilitate training of internal staff and external customers.
- Adoption Planning: Develop projections and plans for moving clients to newer releases of the application. Measure and report progress toward those goals.
- Feedback and Improvement: Gather customer feedback to inform continuous product improvement and address any challenges in the adoption process. Identify roadblocks in product adoption and collaborate with internal teams to mitigate those challenges.
Qualifications
- Bachelor's degree in a related field such as Business Administration, Public Administration, Communication, or Information Technology.
- Experience working with local government, preferably in the justice system and ideally in a municipal court.
- Experience working in a customer-facing role, preferably in a project management role. PMP certification is a plus.
- Strong understanding of cloud technologies and their application within the justice system.
- Understanding of the software development life cycle, especially agile methodologies
- Understanding of software programming concepts, especially cloud technologies
- Excellent communication skills, with the ability to convey complex information clearly and persuasively to a variety of audiences.
- Demonstrated ability to lead cross-functional teams and manage projects effectively.
- Ability to travel to client sites, conferences, and Tyler offices, as needed
