Client Product Manager
Job Overview
The Client Product Manager (CPM) role at ConcertIDC is a highly specialized and niche position that blends expertise in Project Management, Product Management, Business Analysis, and Customer Success. CPMs are the primary point of contact for the company’s business clients, requiring a deep understanding of these disciplines to effectively manage and fulfill client needs. This role demands exceptional communication, relationship management, and strategic insight to drive success. A successful CPM will consistently exceed customer expectations across a portfolio of accounts, deliver valuable business insights, and ensure the growth and efficiency of assigned projects. Additionally, CPMs will be responsible for maintaining and scaling billable team sizes in line with business requirements while ensuring all client communications are clear, accurate, and delivered with the highest level of professionalism and care.
Responsibilities and Duties
Client Engagement & Consulting: Meet with new and existing clients to identify their business requirements, providing both strategic business-level guidance and technical consulting. Understand client objectives and challenges to deliver tailored solutions that align with their goals, ensuring an excellent customer experience and fostering long-term relationships.
Ongoing Communication & Collaboration: Maintain a constant line of communication with US clients, offshore developers, and project managers. Act as the liaison between client stakeholders and the development team, ensuring alignment on expectations, progress, and potential obstacles. Effectively manage time zone differences, ensuring consistent and timely updates for both internal and external parties.
Project Ownership: Assume full accountability for the successful delivery of assigned projects, overseeing all stages from initiation to completion. Proactively monitor project progress, identify potential risks or issues, and implement corrective actions to keep projects on track.
Business Requirements Translation: Work closely with clients to translate complex business requirements into detailed, actionable product backlogs, collaborating with technical leads to ensure technical feasibility. Prioritize features and tasks based on business impact, providing clarity and focus for the development team to deliver high-quality solutions that meet customer needs.
Sprint Planning & Backlog Refinement: Lead sprint planning and backlog refinement meetings with offshore development teams. Ensure that backlog items are well-defined, prioritized, and broken down into manageable tasks that align with client needs. Drive a collaborative, results-oriented environment to set clear expectations and ensure optimal team performance throughout the sprint cycle.
Product Demonstrations & Client Communication: Regularly demonstrate the latest product updates and enhancements to clients, both in live meetings and through narrated recordings. Provide clear and comprehensive explanations of new features, gather feedback, and identify areas for improvement or new requirements based on client input.
Coordination of Development Activities: Coordinate and monitor development activities to ensure they align with client expectations, project timelines, and business goals. Proactively manage potential roadblocks, provide solutions, and escalate issues when necessary to ensure timely delivery and customer satisfaction.
Cross-Functional Team Collaboration: Collaborate with various internal teams to ensure the smooth execution of client projects.
Client Success & Retention: Work closely with clients to monitor the progress of ongoing projects and ensure their success. Identify opportunities for improvement, expansion, or further engagement based on evolving client needs and business objectives. Drive customer retention by providing exceptional service and value-added insights.
Risk Management & Issue Resolution: Anticipate potential risks or challenges in the project lifecycle and proactively address them to minimize impact. Foster a solution-oriented environment with both clients and internal teams to resolve any issues promptly and ensure that project goals and timelines are met.
Continuous Improvement: Stay informed of industry best practices, emerging technologies, and trends in project management, product management, and customer success. Continuously refine processes and approaches to improve efficiency, client satisfaction, and the overall success of the projects under your management.
Qualifications and Requirements
Education: Bachelor's degree in a business-related field (e.g., Business Administration, Information Technology, Computer Science, or similar). Advanced certifications or coursework in project management or product management is a plus.
Experience: 4-5 years of experience in a relevant role, including product management, project management, customer success, or software development. A strong understanding of business processes, software development life cycles (SDLC), and agile methodologies is highly valued.
Strong Communication Skills: Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to both technical and non-technical stakeholders. Proven ability to conduct effective presentations, lead client meetings, and deliver clear, concise reports and documentation.
Organizational and Time Management Skills: Exceptional organizational abilities with a keen attention to detail. Ability to manage multiple projects, priorities, and deadlines simultaneously. Skilled in creating structured plans, managing resources, and ensuring that deliverables are met on time and within scope.
Proven Client Presentation & Relationship Management: Proven track record of delivering successful client presentations and managing client relationships with a focus on building trust, addressing client needs, and providing actionable solutions. Experience in gathering client feedback and translating it into product enhancements or process improvements.
Client Portfolio Management: Experience managing multiple accounts or clients simultaneously, with a demonstrated ability to balance competing priorities, manage expectations, and deliver exceptional customer experiences. Ability to ensure satisfaction and identify opportunities for expansion within each account.
Offshore Team Collaboration: Experience working with offshore development teams is required. Ability to effectively collaborate across time zones, ensuring seamless communication and project delivery. Familiarity with cross-cultural team dynamics and understanding of the challenges associated with remote collaboration.
Technical Proficiency: Strong proficiency in Microsoft Word, Excel, and PowerPoint, with the ability to create comprehensive reports, detailed product documentation, and impactful client presentations. Capable of analyzing data and presenting it in a clear, actionable format to support decision-making and drive business outcomes.
Familiarity with Agile Tools: Experience with Jira and Confluence by Atlassian, or similar project management and collaboration tools, is preferred. Ability to efficiently manage product backlogs, track progress, and participate in sprint planning and retrospective meetings using these platforms.
Problem-Solving & Analytical Thinking: Strong analytical and problem-solving skills, with the ability to assess complex situations, identify root causes, and propose effective solutions. Capacity to think critically and strategically to meet client needs and improve processes.
Adaptability & Continuous Learning: Comfortable working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and requirements. Demonstrated commitment to continuous learning and personal development in the areas of product management, project management, customer success, and software development.
Team Collaboration & Leadership: A proactive team player with a collaborative mindset, taking ownership of team goals and working effectively with cross-functional teams. Demonstrated ability to lead, mentor, and empower team members, ensuring alignment and accountability across all stages of the project. Experience in driving initiatives, fostering a results-oriented culture, and taking responsibility for the successful execution of team objectives is a key asset.
Occasional Travel: Willingness to travel, including on short notice, for client meetings, training, or project-related activities. Travel is expected to be minimal, typically ranging from 0-25%, depending on business requirements and client locations.
Email resumes to:
alyssa.hunt@concertidc.comImages
1500 First Avenue North
Birmingham, AL 35203
205.918.7515
info@techbirmingham.com
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