Product Solutions Manager

Responsibilities :

• Support the Product Solutions Team, Customer Success Technical Account Managers, and Sales representatives in technical pre-sales activities by: assessing potential application of company products or services; providing in-depth product and technical overviews to potential customers; recommending solutions that meet customer needs.
• Support Technical Account Managers in the early implementation phase of customer engagement as the technical subject matter expert and consultant. Help engage with client-side Engineering teams to answer questions and provide implementation recommendations and guidance.
• Provide level-2 maintenance customer support as requested by the assigned Technical Account Manager. Work with Gracenote Product and Engineering teams to identify delivery issues and prioritize resolution.
• Proactively develop and propose technical solutions that clarify how Gracenote products brings business value to address critical challenges faced by customers.
• Participate in the collection of data and information in response to and drafting of RFP/RFIs and other new business opportunity inquiries and proposals.
• Develop and maintain a “Subject Matter Expert” level of knowledge for multiple product verticals (music, video and sports), Gracenote content standards, and Gracenote production and delivery processes.
• Assist in the training of other Gracenote Product Solutions Managers and Technical Account Managers, as needed.
• Participate in the creation and review of Customer Success processes and documentation that includes: project pages, client facing product documentation, client facing "Best Practices" documentation, and client facing "Solution Design" documents.
• Support product development efforts to enhance existing products, and define new products and services, and the requirements associated with customer implementation best practices.
• Act as “Customer Zero” client new start to determine the readiness and useability of new products and documentation. Provide Product Management and Customer Success stakeholders with a summary report of findings, issues, and recommendations.
• Work collaboratively with Technical Account Managers, Product (Management, Engineering, Delivery) and Customer Care to develop processes and strategies to improve product delivery quality, particularly around new releases. Decrease Sev1 and other escalations. Develop new monitoring and early detection reporting. Eliminate the situation of client’s informing Gracenote of product delivery issues.
• Support the strategic vision of the Product Solutions department and related goals.

Requirements:

• Three years or more of Technical Account Management or Solution Architecture experience or the equivalent.
• Demonstrated leadership, communications, presentation, project management, organizational and problem solving skills.
• Strong sense of ownership and follow-through.
• Demonstrated ability in risk management and problem anticipation.
• Attention to detail and a commitment to excellence and high standards.
• Strong experience in requirements definition, analysis, and conducting customer interviews, with an attention to detail and a commitment to excellence and high standards.
• Excellent written and oral communication skills in relevant languages for the markets supported.
• Excellent communication skills, experience in team leadership, and ability to provide guidance, as needed to other team members and to customers.
• Demonstrated problem-solving and analytical skills and goal-driven approach when addressing technical problems.
• Demonstrated experience in requirements definition, analysis, and conducting customer interviews, with an attention to detail and a commitment to excellence and high standards.
• A keen interest in emerging technologies especially around the digital content domain.
• Knowledge of common data formats (CSV, XML JSON) with the ability to ingest and analyze.
• Knowledge of common data delivery methods technologies (FTP, rsync, API (REST, SOAP).
• Knowledge of common database technologies (relational, non relational, document, graph) as well as query and reporting methods.
• Occasional travel to client sites, conventions, training locations, etc.
• Video/sports/music and/or entertainment content background are a plus.
• International experience as in experience working with remote and dispersed international teams is a plus.
• Proficiency in back-office tools such as jira, ServiceNOW, Confluence Wiki, Salesforce, Google G-Suite, etc.
• Project management skills, experience, and certification are a plus.
• Technical writing skills and experience are a plus.