Abacus is a SaaS software development company and full-service agency, enabling content owners to deliver content and messaging and maximise recurring revenue.
Our suite of software tools provide customer insight and actionable intelligence which our customers use to drive retention/acquisition strategies.
Responsibilities & Job Role:
• Customer Success. Ensuring that customers are able to maximise the benefits of our products through ongoing involvement in their strategic plans and continuous engagement with software users
• Identifying new commercial opportunities within existing client businesses
• Overseeing a team of Key Account Managers
• Monitoring key customer metrics e.g. revenues, renewal rates and Google analytics (track customer journey through buying process) to spot any potential issues as early as possible
• Specifying the business requirements for new system functionality and fixes and communicating this to the technical team
• Product Owner – Audience Development product. Maintain product development roadmap, attending agile sprint (development) planning meetings and prioritising future development tasks
• Business Development. Including presentations for prospective clients and full software demos to highlight the key benefits and features of the software solution.
• Putting together proposal documents for new business prospects – pricing, functional specs, gap analysis
• User documentation. As the product expert, I oversaw the creation of the software user documentation including editing the final version
• System testing. Although Abacus now has a dedicated testing team, I am often required to answer questions related to functional usage of a particular new feature or fix and previously acted as the main software testing resource
• Business analysis for new client conversion projects including functional gap analysis and prioritisation of client requirements
• Point of escalation for client queries
• ‘Go-to’ person within Abacus for any queries regarding software products
