Main Responsibilities

• Oversee development, launch and on-going improvements of Self-Service Customer Portal
• Perform competitive analysis and conduct ongoing market research on customer portals
• Conduct market research to identify patterns and trends that inform product strategies, research customers to gather data and analyze customer behaviour
• Document business requirements and associated test plans
• Collaborate with cross-functional teams (IT, engineering, sales, marketing, support) to execute the product roadmap
• Assist in vendor evaluation and selection, once selected work with vendor through the portal development process
• Work with internal teams and vendor to ensure the customer self-service portal is intuitive, useful and provides a meaningful user experience
• Ensure alignment of Portal development with customer APIs
• Identify opportunities for portal product improvements and make recommendations based on research findings
• Coordinate development of portal documentation for customers including user guides, FAQs, etc.


• Support other products and commercial proposals
• Validate market trends and customer feedback to define product requirements service packages for different customer segments
• Support product go-to-market initiatives through creation of sales materials and marketing communications materials (whitepapers, training material, presentations, etc.)

Qualifications

• Education: Undergraduate degree in a relevant discipline; post-graduate degree or MBA is desirable but not compulsory
• Experience: 3-6 years+ of related work experience

Skills

• Knowledge and experience of customer portal development.
• Understanding of user experience (UX) principles.
• Preferably understanding of telecom IT stack and integration of portals to underlying stack.
• Strong analytical skills and attention to detail.
• User-centric mindset, putting the user at the forefront of decision-making.
• Creative problem-solver with thorough attention to detail
• Highly collaborative team-player who can quickly build trust
• Ability to effectively communicate directly with external partners
• Commercially astute, a self-starter, with a strong intellect and the ability to work independently, and with a high degree of initiative and ‘roll up their sleeves’ to get business accomplished
• Demonstrated success leading cross-functional teams including technology, business development, marketing, sales, operations and support
• Sound business decision making skills
• Ability to rigorously prioritize opportunities, needs, and resources
• An aptitude and interest for complex technology required