Director, Business Platform Enablement

Overview:

The newly established CMS organization is the foundation of our GTM organization’s operations and tasked with delivering market back-office services to our market-active businesses around the world, enabling them to efficiently and effectively deliver our value proposition to B2B partners and end clients.

This team is essential in converting desired customer experiences and resulting business processes into digital platform strategies, with the goal of enhancing value delivery to our partners and clients worldwide. This will be achieved by improving operational efficiency, where possible, through standardized workflows, application of automation and artificial intelligence (AI) and adherence to industry best practices.

The Director will oversee a team of product managers responsible for both roadmaps, business requirements and the tactical execution of this strategy, covering a range of digital business platforms including CRM, Call Routing, Software Licensing among others.

As part of this newly created role, the Director will be part of the CMS Leadership Team and work closely will all market functions within the GTM organization around the world. Additionally, the Director will partner with and work closely with our IT organization to deliver robust digital capabilities and foundation that serve the needs of our business with a technology-forward mindset.

The Director will also lead the development and implementation of a comprehensive program to regularly train internal users to use the digital platforms effectively, thereby achieving the desired business outcomes.

Responsibilities:

• Develop a clear and compelling product vision that aligns with the company’s strategic goals and market needs while keeping current with knowledge of platform capabilities and developments.
• Stakeholder Alignment: Engage with key stakeholders to ensure alignment and buy-in for the product vision and strategy
• Evangelism: Act as a product evangelist both internally and externally, promote the product vision and value proposition to ensure widespread support.

• Research: Conduct research to understand customer needs, pain points, and behaviors.
• Persona Development: Collaborate with internal teams to create and maintain user personas and journeys to guide product development efforts.
• Cross-Platform Sequencing and Prioritization: Ensure initiatives which deliver business outcomes across multiple platforms are appropriately aligned and prioritized.
• Feature Prioritization: Work closely with functional stakeholders to prioritize features and enhancements based on user impact, business goals, and resource availability.
• Risk Management: Identify and manage risks throughout the product lifecycle, developing strategies to mitigate potential issues.
• Assumption Testing: Continuously test and validate assumptions to ensure that the product development is based on accurate and relevant data.

• Product Roadmap: Develop and maintain a detailed product roadmap that outlines key milestones, deliverables, and timelines.
• Communication: Provide regular updates to stakeholders on product progress, upcoming releases, and any changes to the roadmap.
• Cross-Functional Collaboration: Collaborate effectively with stakeholders across marketing, sales, business development, technical support and sales operations and enablement
• Work closely with the Business Data and Intelligence teams to align product roadmap with our business data strategy to leverage data insights for platform optimization and strategic decision-making.
• Interface and work closely with the IT organization, particularly regarding the integration and development of platforms with the company’s enterprise architecture.

• Data-Driven Decision Making: Utilize data analytics and user metrics to monitor product performance, identify areas for improvement, and make informed decisions to optimize product success.
• Customer Feedback: Gather and analyze customer feedback to inform ongoing product enhancements.
• Issue Resolution: Manage and resolve any issues that arise post-launch, ensuring a smooth and positive user experience.
• Continuous Improvement: Implement a process for continuous improvement based on user feedback and performance data.
• Take an active role in training and educating functional teams on the use of business platforms, fostering a culture of continuous learning and improvement.

• Shared Sense of Purpose: Develop a compelling vision and mission for the team while aligning

• Streamline Communication: Foster clear, timely, and efficient communication channels to ensure

• Invest in Development: Identify growth opportunities for team members while providing coaching, mentorship, and training to enhance skills.
• Team Feedback and Culture: Facilitate open discussions to drive innovation, problem-solving and high-performance. Create a culture of continuous improvement while regularly providing feedback to team members
• Set Measurable Goals: Define performance metrics and key performance indicators (KPIs).

Qualifications:

• 7-10 years’ experience in high-tech industries, particularly in SaaS, Software, or Cloud companies. B2B experience preferred.
• Proven experience in digital platform management or product management, preferably in a multi-national context. Salesforce experience preferred.
• Strong leadership skills with experience building and leading high-performing teams.
• Excellent communication and collaboration abilities across diverse groups and organizational levels.
• Strategic thinker with the ability to translate complex business processes into technical requirements.
• Bachelor’s degree in Business, Information Technology, or related field; Master’s degree preferred.