Product Support and Business Manager at Limeswood International Company Limited

Limeswood International Company Limited is a company with many years of industrial experience in software development, Integrated Security Services and IT distribution excellence. We pride ourselves in being the pioneer of all IT solutions in west Africa and employing individuals with innovations and creativities. With a vast amount of knowledge and experience, as well as devoted employees, our company is acting as the leading force through innovation, excellence, and providing clients with up-to-date, tailor made IT solutions.

We are recruiting to fill the position below:

Job Title: Product Support and Business Manager

Location: Lagos

Job Overview

• The Product Support and Business Manager is responsible for overseeing the seamless functioning of product support operations while also playing a pivotal role in the strategic management of business objectives.
• This role involves coordinating with various teams to ensure the timely resolution of product-related issues, enhancing customer satisfaction, and driving business growth through effective planning and execution.

Responsibilities
Product Support Management:

• Serve as the primary point of contact for product support queries and issues from both internal teams and external customers.
• Develop and implement strategies to streamline product support processes, ensuring prompt resolution of customer concerns.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address technical issues and enhance product performance.
• Assist clients in developing the right technical specifications for their projects involving a partner range of products.
• Monitor support metrics and analyze data to identify trends, areas for improvement, and opportunities to enhance customer experience.
• Provide guidance and training to support staff to ensure high-quality service delivery and adherence to best practices.

Customer Relationship Management:

• Build and maintain strong relationships with key customers, understanding their needs and addressing concerns effectively.
• Gather feedback from customers regarding product performance, features, and usability, and communicate insights to relevant teams for product enhancement.
• Act as an advocate for customers within the organization, ensuring their voice is heard and their concerns are addressed promptly.
• Attend partner trainings and authorize as the subject matter expert and focal point of interface on sales, system installations and products upgrade.

Business Strategy and Planning:

• Contribute to the development of product roadmaps and business strategies, aligning them with market trends, customer feedback, and organizational goals.
• Analyze market dynamics, competitive landscape, and industry trends to identify opportunities for product innovation and business growth.
• Collaborate with sales and marketing teams to develop go-to-market strategies, product positioning, and promotional campaigns.
• Monitor business performance metrics, such as revenue, profitability, and market share, and develop action plans to achieve business targets.

Project Management:

• Work on bids and tenders; generated technical, solution architecture and commercial proposals for projects.
• Lead cross-functional projects related to product support, business development, and process improvement initiatives.
• Define project scope, objectives, timelines, and resource requirements, and ensure timely project delivery within budget constraints.
• Coordinate with stakeholders across different departments to ensure alignment and effective communication throughout the project lifecycle.

Risk Management and Compliance:

• Identify potential risks and compliance issues related to product support operations and business activities, and develop mitigation strategies.
• Stay updated on industry regulations, standards, and best practices related to product support and business management, ensuring compliance with relevant requirements.

Requirements

• Bachelor's Degree in Mechanical or Electrical Engineering or related field (Master's degree preferred).

COREN / MNSE:

• Certification will be an added advantage.
• Proven experience in product support, customer service, or technical support roles, preferably in a technology-driven environment.
• Strong analytical and problem-solving skills, with the ability to analyze data, identify patterns, and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, stakeholders, and team members at all levels.
• Project management experience, including the ability to lead cross-functional teams and manage multiple projects simultaneously.
• Knowledge of business strategy development, market analysis, and financial modeling.

Application Closing Date
Not Specified.

How to apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.