Description
Founded in 1991 and headquartered in Indianapolis, IN, Safety Management Group is a leading and renowned provider of workplace Environmental, Health, and Safety services to clients spanning numerous geographies, and end markets including utilities, healthcare, pharmaceuticals, manufacturing, and construction.
SMG assists its clients in navigating the heightened regulatory environments in which they operate by providing safety and environmental assistance in key functional areas including staffing, recruiting, training, and program development and oversight.
This position will have primary responsibility for executing the company’s vision for VERO and ensuring continued smooth delivery of service for existing clients and subscribers on the VERO platform. This includes managing the continued growth of the team to meet the demands of our rapidly expanding SaaS platform. The Director of Product Management takes ownership of all aspects of our VERO program including executing strategic development, customer onboarding and engagement, satisfaction, and retention.
Provide excellent customer service
a. Ability to work independently and lead teams
Oversee execution of the VERO growth plan
Execute the product vision for VERO
- Oversee roadmap development and lead cross-functional teams to realize the vision
- Instill a customer-focused mindset into the team’s problem-solving process and approach
- Deliver high-impact features that drive step-changes in results and business performance
- Recruit and hire top-tier talent to continue to accelerate VERO’s growth
Responsible for customer engagement & retention
Demonstrate an exceptional ability to develop and maintain client relationships
- Manage implementation teams to help solidify the relationship with the client and ensure their needs are met through initial onboarding and with ongoing support
- Conduct virtual and in-person presentations and product demonstrations for the client
- Ensure clients take full advantage of all features and services resulting in strong customer satisfaction and retention
- Run periodic surveys, analyze customer health metrics, and work with product development, marketing, and leadership to address opportunities for improvement
- Develop and communicate return on investment (ROI) for VERO clients throughout the customer lifecycle Promote the value and introduce complementary products and services within the Safety Management Group brand
Provide strategic solutions for new and existing customers.
- Conduct research and establish clear customer retention goals
- Proactively search for SaaS insights across the entire VERO platform, identifying new trends and benchmarking data sets
- Be a trusted partner for the client on the use-case and product functionality
- Understand customer outcomes by staying connected to customers and keeping them informed of product strategy
Establish and maintain effective communication and working relationships with the Customer Success team.
- Recruit, train, and lead a high performing Customer Success, Account Management, and Development teams
- Advise team members on how to address general concerns, and inquiries, and troubleshoot issues reported by customers
- Communicate across the entire SMG company to ensure client success
- Host routine check-ins, and team meetings, and advice on performance and growth opportunities
- Measure and ensure team effectiveness
- Create a fun, high-energy environment where people love coming to work
Requirements
Education/Certification: Bachelor’s degree in Technology or Management, Engineering, or related field (an advanced degree is a plus)
Required Knowledge:
- The person must have strong strategic and customer service skills
- Excellent communication, interpersonal, and supervisory abilities
- Emotionally intelligent, resilient, and mature. Enjoys rising to new challenges and can handle multiple priorities simultaneously
- Ability to problem solve at a variety of different altitudes, understand our business in-depth and recognize where challenges and bottlenecks can be addressed through tech
- Ability to strategically make trade-offs and create prioritization frameworks that reflect the core values of our business
- Ability to leverage data in the decision-making process
- Demonstrated ability to lead teams to drive business-wide impact
- A strong ability to understand a client’s operations and needs; and develop solutions to fit those needs
- Strong project management skills, organizational, and analytical skills
Experience Required:
- Five or more years of product management experience
- Design/UX teams are a plus. Five or more years of SaaS customer success or account management experience
- Proven leadership experience required
- Construction safety experience preferred. PMP Certification preferred. Time spent at a venture\PE-backed startup a plus
Skills/Abilities:
- Excellent communication, interpersonal, and supervisory abilities
- Emotionally intelligent, resilient, and mature. Enjoys rising to new challenges and can handle multiple priorities simultaneously
- A demonstrated record of accomplishment with sustained success in hitting/exceeding growth targets
- Strong project management skills, leadership abilities, and organizational and analytical skills
- Ability to utilize the Microsoft Office suite of tools including Word, PowerPoint, and Excel at the expert level. This includes formatting documents and presentations and creating formulas in Excel to model sales engagements
Physical Demands of the job may include:
- Moving about long distances. Ascending and descending stairs.
- Prolonged periods sitting at a desk and working on a computer.
- Manual dexterity is needed for typing and other repetitive tasks.
- Must be able to speak in an accurate and detailed manner on the phone or in person.
- Wearing personal protective gear correctly when required.
Location of the job: This position is 100% remote. This requires a high-speed internet connection and the ability to work remotely without distraction. Travel may be required intermittently.
Come join an elite group of professionals at Safety Management Group!
Safety Management Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.