Program Manager (retail-commerce)

Jobinhalt

Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world. But don’t take our word for it—read what analysts like Gartner and Nucleus Research have to say about us.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

Acumatica is hiring a Program Manager (retail-commerce)! This is a full time and remote position.

As a Program Manager, you will focus on the success of our solution in the market: you will work closely with our leading sales and implementation partners, digital agency partners and customers to ensure they are having an optimal experience with our solution. The successful Program Manager will have experience with eCommerce merchants, identifying the challenges in their industry and will understand how our solutions can be utilized to solve those challenges.

Responsibilities

• Subject matter expert on all areas of Retail Commerce including our software solutions and our primary partner’s solutions
• Implementation and Deployment
• Partner with business and technical teams to define customer specific challenges and recommend solutions/strategies for the successful deployment of our products to meet those specific needs using the Retail Commerce solutions
• Partner with Professional Services to oversee the Implementation Assist program, ensure VARs are receiving the required support and customers are being implemented in a timely and successful manner
• Submit Product oriented surveys to our VARs and Customers to gather feedback about our solutions and their implementation experience
• Engage with the commerce partner consultant community including monthly calls, Teams channel etc.
• Actively participate in our Community forums and help address questions on Retail Commerce
• Product Feature Rollout
• Manage the rollout of new features and enhancements
• Identify and engage with potential beta customers and manage/oversee the Retail Commerce Beta programs
• Work closely with beta customers and early adopters to better understand how they are using our solutions and what we can do to improve our offering
• Keep leadership informed of key issues that may impact product or project completion, success, or other results.
• Product Gap Analysis
• Analyze customer challenges, define requirements and recommend solutions for deploying our Retail Commerce Product to solve customer challenges
• Maintain relationships with select customers to collect insights and desired features for satisfying industry-oriented challenges with our Retail Commerce solutions
• Conduct regular meetings with our leading Retail Commerce VARs, collect feedback and organize into reports for leadership
• Customer Success and Support
• Establish processes for resolving support escalations. Conduct gap analysis and root cause analysis and communicate findings to the Product Teams.
• Oversee Community oriented communications and activities and ensure leadership is informed of necessary information
• Maintain dashboards and distribute reports about Retail Commerce customers throughout their customer life cycle
• Work with Support team to identify topics for KB article on Retail Commerce and help by writing and publishing the article
• Sales Support
• Ensure partners are conducting proper discovery and analysis of customer projects to mitigate risk and achieve successful deployment of Retail Commerce products
  

Qualifications

• Bachelor’s Degree, preferably in a related technical field.
• 2- 5 years project, program or product management/implementation experience in the eCommerce or ERP space.
• Understanding of distribution software, the eCommerce industry and order fulfillment workflows.
• Project or program management certification or any formalized project management training.
• Familiarity with eCommerce Platforms such as BigCommerce, Shopify, Magento, Amazon, etc.
• Management or IT strategy & implementation consulting experience is a plus.
  

Acumatica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

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