Solution & Product Manager (SG)

ABOUT UPCLEAR
UpClear makes a SaaS revenue management software that is used by some of the most recognizable consumer goods brands in the world. Our system supports Trade Promotion Management, Trade Promotion Optimization, Integrated Business Planning and Revenue Management.

We serve more than 80 brands in over 20 countries. Our growth is substantial and consistent; we have been on the Inc 5000 list of fastest growing private companies for nine years.

UpClear's global headquarters is in New York City and we have international offices in London, Paris, and Singapore.

About The Role

Based out of the UpClear Singapore office, as a Solution & Product Manager, you are essential to the coordination and execution of technical changes across the company. Flexible and able to work within a fast-paced, global environment, you are proactive on short term incident management, as well as long-term enhancements to the core software product. As a key member in Product and Solutions teams, you will provide fast and friendly, world-class technical support and propose creative, flexible solutions that empower client success. You will act as a critical bridge between our engineering and client-facing teams and become a trusted solution advisor both internally and externally.  

Responsibilities 

Product: take ownership of all modules of the application by understanding functional & business processes, and design improvements based on client needs: 

• Participate in client workshops to design system integrations, product enhancement proposals, and provide technical project expertise 

• Translate business needs into product requirements and write user stories within an agile project framework  

• Develop metrics to measure the business value of new product features and drive the product roadmap strategy for the Asia-Pacific region. 

Planning: assess client requests, queries and incidents and channel them appropriately to ensure punctual response:  

• Work with client services and engineering personnel to resolve product issues 

• Collaborate across the product and solution management teams to translate business needs into product enhancements and help drive software evolutions 

Execution: work with the engineering team to ensure high quality deliverables: 

• Configure customer domains and integration middleware instances to meet requirements 

• Provide business and technical solutions to help customers fully utilize the system  

Support: maintain excellent client satisfaction by monitoring system stability and addressing client issues 

• Perform problem characterization, reproduction, diagnosis, and root cause analysis  

• Help the support team to troubleshoot system issues (functional and data) 

• develop test scripts and implement user acceptance testing 

• Author Knowledge Base Articles, Technical Notes, Product Backlog Items (Bugs/User Stories)  

• Meet individual case management SLA, and C-Sat KPIs and goals 

Collaborate: work with other streams/regions within the company to ensure efficient delivery 

• Work on small software development projects relating to integration, business intelligence, and/or AI development 

• Work in collaboration with the engineering teams to help design and test software enhancements, through feature design to release management 

• Work in collaboration with the client success teams and client end-users to support the release process: testing, training, communication