Associate Product Services Manager

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

As an Associate Product Services Manager (APSM) you will be an important member of the Customer Success Services organization during an exciting time of unprecedented growth. You will develop and leverage your expertise in product service development and optimization to make a significant impact, supported by user research and customer feedback   to fuel the creation of innovative services produces and continuously improve existing offerings. This is a high visibility role which collaborates closely with cross-functional teams to play a crucial role in shaping the future of our services, offerings and ongoing success.

As an Associate Product Services Manager at Smarsh you will mature your understanding   of how and why new services are developed, enhanced and productized working under the mentorship of the Product Services Director. You will lead and assist   in Product Services management in competitive research, analyzing data, and defining requirements for services & offerings as required . We are a fast paced, global organization in a rapid growth phase of the business that requires ‘productizing’ new and existing services to ensure well-defined repeatable offerings that are profitable, scale and deliver customer value.

The APSM is considered a trusted partner that will:

• Support the definition of the value proposition, positioning and pricing of your service solution to maximize adoption and market penetration..

• Build Product Services requirement documents to align offerings towards customer needs, planning for upstream and downstream implications of new services on the overall customer experience.

• Collaborate with team members from different departments to gather business requirements and transform them into effective product services strategies.

• Write requirements, epics, and user stories to support product services development. Create and maintain a clear backlog in alignment with the overall product services strategy and roadmap.

• Continuously monitor industry trends, competitor products/services, and emerging technologies to identify opportunities for innovation and improvement..

• Engage with customers and gather feedback to drive service improvements.  

• Analyze, track, and evaluate product services metrics including work to time, cost, and quality targets and as continual feedback into iterative improvements.

• Conduct market research and analysis using qualitative and quantitative data to identify customer needs, competitive information and market trends.
• Assist in developing customer-centric services products which deliver outcomes that drive revenue and monetization efforts.
• Uphold the services product vision and track KPIs and objectives alongside the key results/metrics for the services you bring to market.
• Present GTM strategy, work product, insights, and KPIs to stakeholders to motivate and bring clarity at every level of the organization. 
• Work as a trusted cross functional partner to create multi-platform, scalable services outcomes and successfully deliver to market. 
• Effectively coordinate cross-functional work teams towards defined outcomes & integrated enablement, delivery, and sales & marketing plans for those services offerings release.
• Align with product platform roadmaps to understand the impact to field delivery approaches and identify those services offerings that may need to be created or updated. 
• Assist in growing the Customer Success Services book of business. Key metrics will be Bookings (ARR/NRR), Revenue and Margin, attachment and adoption of the offerings.
• This position will suit an energetic, collaborative and own-the-outcome mindset who wishes to develop their existing product and/or services background and to learn scalable business growth strategies. You will be supported by collaboration partners across Services, Product, sales, marketing and BU stakeholders to drive outcomes that deliver value. Smarsh is a global, fast moving organization which is reflected by our work hours with a geographically diverse client base. In this high-visibility role, you will be expected to work and present to the product management director based in the UK and C-Staff present in the US with leadership based across UK, US, India, Costa Rica, and other geos as required.

• Required Experience: 3+ years
• Bachelor’s degree
• At least 2 years of prior product or 5 years professional or software services experience
• Skilled in gathering and interpreting data to support decision-making processes.
• Certifications in product management or related fields a plus.
• Competency in analyzing financial statements for business units, experience in data analytic  s a plus
• Familiarity with professional services and SaaS delivery models
• Highly organized with a strong ability to prioritize and manage multiple initiatives and numerous stakeholders in a fast-paced, dynamic environment.
• Excellent oral and written communication skills with the ability to influence others internally and externally
• Client facing experience
• Critical thinking skills and ability to adapt to rapid program changes
• Demonstrate conduct reflecting high level of discretion and confidentiality

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.