Product Support Manager
Location: Greater London
Job Type: Full time
Do you want to work for a company whose purpose is to improve society by considering social outcomes, and to transform businesses, communities, and opportunities for its employees?
At the forefront of innovative digital solutions, Mott MacDonald is dedicated to delivering high-quality products and superior user experiences through its central digital function. The Product Support Specialist/Manager will be an integral member of this innovative team, focusing on driving product adoption across our regions through our digital hubs.
The Product Support Specialist/Manager will be embedded within the product team in the central digital function, playing a pivotal role in supporting staff located in three regional digital teams. The Product Support Specialist/Manager will work closely with these teams to support product adoption and ensure satisfaction and success in our three business regions, aligning the product's value with regional needs and objectives.
- Engagement Initiatives: Drive engagement through regular in-platform communication and initiatives that foster a product community and user collaboration.
- Training Development: Design and implement training and educational materials to address the unique needs of different business regions.
- Issue Resolution: Proactively identify and address issues to ensure continuous product usage and user satisfaction.
- Data Analysis: Leverage data analytics tools to derive actionable insights and feedback on user behaviour and product usage.
- Feedback Collection: Systematically collect and analyse feedback from different regions to inform product enhancements.
- Renewal Management: Monitor and support contract renewals in the regions.
- Upsell Strategies: Identify and communicate strategies for upselling and cross-selling to maximize user growth and adoption.
- Community Building: Develop and manage user forums or groups to enhance interaction and collaboration, generating a network effect.
- Advocacy Development: Cultivate advocates through consistent positive interactions and satisfaction.
- Scalability Planning: Support the development and implementation of scalable strategies to expand product adoption across different regions.
- Relationship Management: Develop and maintain strong relationships with the regional teams and users to understand their needs and address their concerns.
- Onboarding Support: Facilitate a smooth onboarding process and support users in adopting products effectively. Give people a reason to login, stay and come back.
- Proactive Support: Provide proactive support to resolve user issues and ensure continuous satisfaction and product usage.
- Education Provision: Deliver customised training and educational materials to address varying user needs and preferences.
- Feedback Relay: Collect and relay systematic user feedback to the product development team to inform product enhancements.
- Renewal Oversight: Support the regional teams with contract renewals, ensuring a seamless process and high renewal rates.
- Upsell Execution: Communicate upsell and cross-sell strategies in the product and with the regional teams effectively to maximise adoption and growth opportunities.
- Community Oversight: Oversee user forums or groups to foster interaction, collaboration, and community building.
- Advocate Cultivation: Cultivate and manage advocates from end to end.
- Scalability Strategy: Support design and implementation of scalable strategies for expanding product adoption efficiently across different regions.
- Bachelor's degree in Business, Engineering, or related field.
- Demonstrated ability to develop customised training and educational materials.
- Strong analytical skills with experience in data-driven decision-making.
- Proven ability to resolve issues proactively and efficiently.
- User-centric mindset with the ability to empathise with user needs.
- Strategic thinker capable of aligning user needs with business goals.
- Excellent communication and presentation skills.
- Proactive approach to problem-solving and achieving results.
- Collaborative team player with the capacity to influence and drive alignment.
We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognise that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds.