Senior Manager, Product Management – Services
Staples Promotional Products
Job Level
Mid-LevelSenior
About the role
- Build long-term, trusted relationships with key executives, including CFOs and Finance/FP&A teams
- Own and drive customer outcomes with a focus on delivering measurable success
- Lead strategy calls and customized business reviews at Management/Executive level to drive adoption
- Serve as a storyteller to showcase Abacum's impact on customers’ businesses
- Act as the quarterback of the customer experience, coordinating internal and external stakeholders
- Engage, retain, and educate customers on the full value of Abacum’s product offerings
- Collaborate with sales, implementation, FP&A, leadership, support, and product teams to drive success
- Manage complex customer needs using data analysis to align solutions with business goals
- Partner with sales to identify and execute account expansion opportunities
- Be accountable for net retention, customer happiness, and usage metrics across a book of business
Requirements
- Proven account management expertise with ability to build and nurture strong customer relationships
- Experience driving and tracking NPS, CSAT, CET, and customer health scores
- Proficient with Salesforce and other Customer Success platforms
- Strong analytical and data-driven decision-making skills
- Skilled negotiator with experience creating win-win outcomes
- Exceptional organizational and prioritization abilities
- Previous experience in B2B SaaS environments
- Ability to work USA hours to support USA-based customers
- Authorization to work in the country applied to (application requests work authorization)
