Rallyware

Consultant

• Work with customers to clearly understand their business needs and to design programs using Rallyware offerings to accomplish their business goals and objectives.
• Based on program design, define the scope of the business implementation project and develop a detailed scope of work.
• Facilitate working sessions and meetings required to drive customer requirements, communicate status and/or support risk mitigation strategies.
• Exhibit excellent communication and leadership skills to establish a common understanding of project timelines, milestones, and delivery expectations.
• Create a training curriculum based on customer needs and product features.
• Incorporate motivating, creative, and interactive training techniques to enhance the training experience, in an effort to maximize customer use and improve retention.
• Work with internal resources to update/create end-user online self-directed training materials.
• Acquire detailed knowledge of the Rallyware products and solutions and act as the trusted advisor to customers.
• Summarize and report on project status for internal management.
• Make sure that all members of the Rallyware team are engaged and focused on our customers’ ultimate objectives.

Business Solution Consultant

Customer Support

• Provide T1, T2 support via email and help desk software Help Scout and Intercom
• Make sure that every request is triaged, tracked, and resolved, and that customers are kept updated throughout the process promptly
• Apply first-level troubleshooting and document, escalate issues for further resolution if necessary
• Interact with technical and QA teams
• Ensure consistent, high-quality customer experience across all touchpoints

Customer Support Manager

Product Manager

• Identify and interpret signals from multiple sources (clients, sales, support, analytics, interviews, ad-hoc requests).
• Synthesize qualitative + quantitative inputs into clear insights, problem statements, and hypotheses.
• Translate insights into initiatives that help teams make informed solution decisions.
• Own a broader product domain or high-ambiguity problem space, defining strategic problem areas and framing opportunities in alignment with business and revenue goals.
• Own and continuously refine the product backlog based on business value, customer impact, risk, and strategic goals.
• Drive product strategy and prioritization with high autonomy, making hard trade-offs across customer, business, and technical constraints.
• Define features, write user stories, and maintain clear acceptance criteria.
• Plan and coordinate staged rollouts, experiments, and controlled launches.
• Partner with engineering, design, marketing, sales, and data analytics to define, validate, and deliver initiatives.
• Use funnel and product metrics (activation, engagement, conversion, retention) to guide prioritization and iteration.
• Produce clear specs and documentation connecting business context to implementation.
• Mentor Product Managers and cross-functional partners by sharing best practices and raising the bar for product thinking, documentation quality, and decision-making.

Business Solution Consultant

Customer Support Manager

Senior Product Manager