Unit4

Customer Support

• deliver consistent support services to customers for core products
• ensure customer centricity in all operations
• manage support relationships with key accounts
• track performance against agreed metrics
• promote AI use in customer support
• collaborate with global support managers on service improvements
• handle customer escalations alongside A/C Managers and CSMs
• build action plans for areas of improvement
• foster knowledge management culture

Customer Support Manager

Consultant

• As an Associate Application Support Consultant, you are the first point of contact for our customers on IT and Business Application related questions for our solutions.
• Provide a professional, efficient, and effective support service to Unit4 customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base.
• To progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate.
• Investigate, process and document application defects passed to the Application Support team.
• Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation.
• Handle customer escalations, taking ownership of complicated issues and always keep customers updated of progress.
• To comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards.
• To investigate, document and present to the Customer Services Team Leader process improvements that enhance the customer experience.
• To identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels.
• You will be responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development.
• To train and mentor less experienced members of the team around product knowledge, skills and processes.
• Work in a team environment to help and assist colleagues.

Associate Application Support Consultant

Director

• Own the portfolio of new product bets: choose what the team takes on, sequence the work, and decide what advances and what stops
• Hire, lead, and grow product managers, set the standard for the craft
• Set the direction for what gets built, drawing on customers, the market, and the team’s discovery
• Own the commercial outcomes of the portfolio: pricing, packaging, go-to-market, and the win-rate
• Hold the team accountable for outcomes across the portfolio: adoption, usage, and customer impact
• Secure the development capacity and hold the delivery standard across the portfolio

Product Director – Innovation, New Ventures

• Own the Professional Services product vision, strategy, and multi-horizon roadmap; align it with Unit4's platform strategy and commercial growth targets.
• Own feature outcomes, not just delivery — define clear adoption, usage, and customer impact goals for every capability you champion, and track performance against them after launch.
• Serve as the internal authority on the Professional Services vertical, providing product, marketing, analyst relations, and pre-sales teams with the industry grounding they need to position, demonstrate, and sell effectively.
• Lead a prioritized product backlog with dedicated engineering capacity - defining outcomes, success metrics, release plans, and quality criteria.
• Define industry-specific solution blueprints, reference configurations, and pre-built templates that accelerate customer time-to-value.

Product Director, Professional Services

Software Engineer

• Efficiently manage and coordinate complex schedules for the CS Heads
• Arrange meetings, appointments, and conference calls across multiple time zones
• Maintain and update administrative assistance processes and organizational charts
• Arrange domestic and international travel for the executives
• Raise purchase orders (POs) accurately and in a timely manner
• Act as the first point of contact for the supported executives
• Work closely with the CTO’s Executive Assistant to streamline communication and processes.

Team Assistant – Engineering

• Own the Professional Services product vision, strategy, and multi-horizon roadmap; align it with Unit4's platform strategy and commercial growth targets.
• Own feature outcomes, not just delivery — define clear adoption, usage, and customer impact goals for every capability you champion, and track performance against them after launch.
• Serve as the internal authority on the Professional Services vertical, providing product, marketing, analyst relations, and pre-sales teams with the industry grounding they need to position, demonstrate, and sell effectively.
• Lead a prioritized product backlog with dedicated engineering capacity - defining outcomes, success metrics, release plans, and quality criteria.
• Translate deep PSO market knowledge into specific, investment-backed product requirements: opportunity sizing, problem statements, and build-vs-partner decisions.
• Define industry-specific solution blueprints, reference configurations, and pre-built templates that accelerate customer time-to-value.
• Act as the vertical voice in planning conversations with horizontal product teams, ensuring PSO requirements are reflected in platform investment.
• Partner with the Industry Growth Director on launch readiness, pricing, packaging, and field enablement for new capabilities.
• Engage directly with strategic customers and the PS Industry Board to validate roadmap direction, co-innovate, and generate outcome evidence.
• Monitor the competitive landscape - know what NetSuite, Workday, Deltek, Kantata, and others are shipping and what it means for Unit4's positioning.
• Work with partners to extend the value proposition for PSO customers.

Product Director – Professional Services

Product Manager

• Own and refine the product backlog for public sector Source-to-Pay capabilities, ensuring alignment with overall product strategy and delivery priorities.
• Translate public sector regulations and procurement practices into clear, actionable product requirements and user stories.
• Collaborate closely with Engineering, Legal, Compliance, Security, and UX to define compliant, scalable, and accessible solutions.
• Ensure product capabilities support audited, legally defensible end-to-end procurement processes.
• Support multi-country roadmap planning, balancing harmonized platform capabilities with country-specific needs.
• Participate actively in sprint planning, backlog refinement, reviews, and retrospectives to ensure readiness and delivery of quality.

Product Lead

• As an Application Support Consultant , you are the first point of contact for our customers on IT and Business Application related questions
• Provide a professional, efficient, and effective support service to Unit4 customers
• Progress each issue through to conclusion, liaising with colleagues and R&D
• Investigate, process and document application defects
• Handle customer escalations, taking ownership of complicated issues
• Investigate, document and present process improvements that enhance the customer experience
• Train and mentor less experienced members of the team

• Represent business stakeholders as member of the Engineering Team for one or more functional areas, acting as the voice of the customer within the team and representing customer needs, priorities and constraints in every decision
• Work directly with internal and external stakeholders to refine the roadmap and features for targeted markets, ensuring alignment with customer problems before specification work begins
• Accountable for market acceptance of solutions in assigned functional areas without compromising product integrity, salability and maintainability, as well as overall customer satisfaction and commercial outcomes
• Own all aspects of delivery, including scope, pricing context and customer-facing trade-offs
• Own and manage the delivery schedule, ensuring accuracy, credibility, and clear communication of progress, risks and changes to customers and stakeholders
• Partner with others to plan the commitment for product increments, manage development and delivery of features according to plan, and provide business with estimates for broad roadmap initiatives
• Build out and manage the feature backlog, maintaining prioritization to ensure the team is always working on the highest-value items while balancing business needs with technical feasibility and scalability
• Define clear acceptance criteria for each deliverable and sign off completed work on behalf of the customer
• Coordinate feature delivery with other agile teams, identifying project interdependencies and working with Product Managers and Product Owners to determine the most efficient and effective delivery sequence
• Negotiate and manage changes to scope, timelines and commitments with customers and internal stakeholders
• Partner with the Lead Product Developer to balance commercial urgency with technical quality and sustainability
• Prioritize and drive sound business decisions during delivery of product increments, ensuring alignment with product strategy and customer roadmap
• Triage defect queues for assigned functional areas with client support and drive defect resolution with engineering teams according to SLAs
• Coordinate sprint reviews and presentations to key customers, stakeholders and senior management to gather feedback and ensure continuous improvement
• Ensure alignment of the team’s output with product strategy and customer roadmap
• May serve as Product Owner for one or more teams of moderate complexity, depending on the needs of the assigned functional areas.

Product Owner

Revenue Operations

• Lead and develop a small team of FP&A analysts, taking ownership of their workstreams, growth and quality of output
• Own revenue assurance — ensuring reported ARR, NRR, GRR, churn and recurring revenue metrics are accurate, well-controlled and tell a coherent story
• Drive month-end close analysis on the revenue side, including variance analysis against budget and forecast, and production of the monthly Revenue narrative for management and investor consumption
• Own the production and quality of recurring reporting deliverables, including the monthly sponsor pack, budget packs, sponsor reporting requests, and ad hoc requests from business leadership
• Lead strategic projects on the revenue side of the business, including customer cancellation deep-dives, retention and churn analysis, pricing strategy reviews and segment profitability
• Work closely with stakeholders across Customer Success, Revenue Operations and the wider Finance function — identifying and acting on opportunities to improve customer retention and lifetime value
• Lead the data quality and governance agenda for the Revenue pillar, establishing standards and ensuring the team operates from a clean, controlled and trusted dataset
• Drive process improvement and automation across the Revenue pillar — turning the recurring reporting and analytical workload into an opportunity to introduce new tools, automation and AI-augmented workflows that elevate the team's output
• Support forecast and budget cycles for recurring revenue, working closely with the broader FP&A team and stakeholders across the business
• Step in on broader pillar priorities as required, supporting the Senior FP&A Manager across strategic finance projects and senior stakeholder requests

FP&A Manager – Revenue

• play a crucial role in shaping and driving the development of our Financials solutions
• responsible for maximizing the value of our product by effectively managing the product backlog and collaborating with cross-functional teams
• provide tactical insights and historical data from previous projects or current product usage
• assist in refining high-level requirements by sharing practical constraints or opportunities identified during day-to-day operations
• represent customer needs, priorities and constraints in every decision
• own all aspects of the delivery, including scope, pricing context and customer facing trade-offs
• manage detailed requirements and user stories
• collaborate with UX and engineering to develop prototypes
• gather feedback from prototype testing
• ensure backlog reflects the evolving requirements as a result of refinement and solutioning
• manage sprint planning and team-level backlog refinement
• work closely with Engineering to ensure features are developed as per requirements
• track progress and address any blockers
• engage with Support and manage maintenance backlog for the squad and teams
• support quality assurance from functional perspective
• define acceptance criteria for each deliverable and sign off completed work on behalf of the customer
• monitor post-release performance metrics and gather feedback.
• partner with the Product Lead to balance commercial urgency against technical quality and sustainability

Senior Product Owner

• Play a crucial role in shaping and driving the development of our Financials solutions
• Maximize the value of our product by effectively managing the product backlog and collaborating with cross-functional teams
• Support by providing insights or feedback collected from ongoing interactions with stakeholders and customers
• Provide tactical insights and historical data from previous projects or current product usage
• Represent customer needs, priorities and constraints in every decision
• Manage detailed requirements and user stories
• Collaborate with UX and engineering to develop prototypes
• Gather feedback from prototype testing
• Work closely with Engineering to ensure features are developed as per requirements
• Engage with Support and manage maintenance backlog for the squad and teams
• Support quality assurance from functional perspective
• Define acceptance criteria for each deliverable and sign off completed work on behalf of the customer
• Monitor post-release performance metrics and gather feedback.

• Shape and drive the development of Financials solutions
• Maximize the value of the product by managing the product backlog
• Collaborate with cross-functional teams
• Provide tactical insights and historical data from previous projects
• Represent customer needs, priorities, and constraints in decisions
• Manage detailed requirements and user stories
• Collaborate with UX and engineering to develop prototypes
• Manage sprint planning and team-level backlog refinement
• Ensure features are developed as per requirements
• Monitor post-release performance metrics and gather feedback

Account Manager

• Develop and execute strategic account plans focused on value-based selling to grow and retain existing customer relationships, ensuring subscriptions and services revenue targets are achieved across a defined portfolio or vertical.
• Apply the MEDDPICC sales methodology to effectively manage complex sales cycles, ensuring clear qualification, stakeholder alignment, and control over each stage of the account development process.
• Take a leading role in company-wide activities such as account reviews, forecasting, and achieving annual renewal, upsell, and cross-sell targets.
• Identify whitespace and growth opportunities within accounts, leading commercial negotiations and collaborating with internal teams to deliver tailored expansion strategies.
• Stay actively engaged in internal collaboration, including regular sales meetings, to maintain strong alignment with colleagues and ensure a consistent client experience.
• Partner closely with solution consultants, operations, customer success, partners, and senior stakeholders to deliver tailored, outcome-focused solutions that drive measurable business value for clients.
• Proactively communicate the business impact and ROI of our solutions, helping clients justify and maximise their investment in Unit4.
• Act as the voice of the customer internally, ensuring their success through proactive engagement, quarterly business reviews, and alignment on long-term objectives.
• Continuously stay up-to-date with relevant industry trends, client challenges, and Unit4’s evolving solution portfolio to ensure you can confidently advise clients as a trusted strategic partner.

Customer Support Manager

Associate Application Support Consultant

Product Director – Innovation, New Ventures

Product Director, Professional Services

Team Assistant – Engineering

Product Director – Professional Services

Product Lead

Associate Application Support Consultant

Product Owner

FP&A Manager – Revenue

Senior Product Owner

Senior Product Owner

Senior Product Owner

Senior Account Manager

Product Owner