Senior Product Manager leading digital experience enhancements within the Business Deposit team at Huntington. Focusing on product lifecycle management, collaboration, and innovative strategies for banking solutions.
About the role
- Senior Executive guiding merchants on their journey in e-commerce customer success. Focusing on delivery issues and collaborating with teams for product enhancement in logistics.
Responsibilities
- Guide merchant base throughout their customer journey – from onboarding through to repeat orders
- Serve as the primary point of contact and develop a trusted advisor relationship with merchants to ensure service usage achieves full business value
- Monitor delivery shipments from start to finish to ensure successful delivery
- Take ownership of escalated delivery issues and follow problems through to resolution
- Use customer data and analytics to uncover opportunities for new feature adoption and up-selling
- Identify churn risks and collaborate with the relevant internal teams to remediate and ensure a successful renewal
- Educate customers on the most recent updates and enhancements to our products/services
- Act as the merchant advocate, providing constant feedback with internal teams to improve the customer experience and product offerings
- Monitor performance and end-to-end movement of deliveries be it across external or internal parties
Requirements
- Proven ability to collaborate internally with cross-functional teams
- Results and performance driven, preferring data to drive your everyday decisions
- Able to operate successfully in a lean, fast-paced organization to scale quickly
- Self-motivated with a focus to exceed set goals
- Comfortable adapting to new technologies
- At least an undergraduate degree, any discipline; advanced degree a plus
- 2-3 years of work experience in Key Account Management, Operations or Customer Service
- Important note: The shortlisted candidates will be contacted via WhatsApp or email.
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