Customer Support jobs in United States

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You will play a critical role in defining and executing the strategic vision for Zelra’s software solutions. You will be responsible for driving product strategy, customer insights, and market analysis to maximise business growth and customer value. This role requires a balance of commercial and business acumen, customer advocacy and cross-functional collaboration to define and execute a product strategy for innovative solutions that enhance our competitive positioning and drive revenue growth.

You will work closely with customers and internal departments such as R&D, sales and marketing teams to ensure our products meet market demands, support revenue generation, and align with business objectives. Through frequent engagement with customers and collaboration with their product team, you will prioritise product investments that increase the value we deliver to our clients, enhance our competitive positioning in the market, and ultimately improve our business.

The most important duties of the role are:

• Develop and maintain a multi-year product strategy that goes beyond today’s technology portfolio and that is responsive to customer needs.
• Define and execute product strategy pillars that drive competitive advantage and long-term growth.
• Develop a structured approach for customer engagement, including user forums, advisory boards, and feedback loops to inform product direction.
• Engage directly with customers through site visits, workshops, and user research to gain deep insights into customer needs and industry trends.
• Represent Zelra at industry events, conferences, and forums to promote brand visibility, engage with industry stakeholders, and stay informed on market trends
• Conduct competitive analysis and develop a strong understanding of stakeholders, to understand buying criteria and value drivers, to facilitate quality product decisions.
• Collaborate with sales and marketing teams to develop a go-to-market (GTM) strategy that aligns with booking and revenue targets.
• Balance long-term investments and roadmap in enabling technology and vision, with short-term product requirements.
• Produce and manage a product roadmap that delivers on customer needs, enhances our value wedge, addresses our competitor’s competitive advantages and ensure a balance between short-term commercial opportunities and long-term innovation.
• Produce and maintain multi-year revenue and profitability forecasts for product’s P&L, supported by the GTM strategy.
• Support the implementation of value-based pricing practices that allow us to command pricing premiums and ensure that strategic product investments yield commercial outcomes for the business.
• Define and analyse key performance indicators (KPIs) to assess product success and drive improvements.
• Manage the product’s investment mix, ensuring that product quality, technical debt, and roadmap investments are monitored and provide financial benefits to the business.
• Assist sales teams with the knowledge and tools they need to effectively sell the product, including competitive battle cards and value propositions.
• Work with professional services to ensure readiness and revenue optimisation for new product capabilities.
• Engage with customer care to support revenue opportunities and readiness for product adoption.
• Conduct win/loss analysis to refine product strategy and positioning.
• Assess and build/buy/partner opportunities that enhance customer value, identifying preferred methods that are responsive to customer needs and yield advantageous financial outcomes.
• Act as a product evangelist, both internally and externally, to drive awareness and adoption.
• Stay ahead of technology and industry trends and evaluate their potential impact on product strategy.
• Deliver compelling presentations to stakeholders of all levels of an organisation.

About You

• Proven experience in B2B product management within a technology company.
• Strong commercial acumen, with the ability to develop and execute strategic product plans and business cases for product investments.
• Experience conducting market research and translating customer insights into actionable strategies.
• Significant experience in engaging directly with customers to gather feedback and validate product decisions.
• Demonstrated ability to collaborate cross-functionally with sales, marketing, professional services, and customer care teams.
• Strong analytical skills, including financial modelling and revenue forecasting.
• Effective communication, presentation and influencing skills for engaging with executives, customers, and industry stakeholders.
• Experienced in Software Development Life Cycle methodology (SDLC)
• Familiarity with software development methodologies, including Agile, Waterfall, and hybrid approaches.
• A degree in business, computer science, engineering, or a related field or equivalent experience.
• A minimum of 10+ years’ experience in Product Management or related experience.

Ideally, you’ll also bring:

• Experience working with major stakeholders and partners in the Rail sector, understanding the economic drivers of rail operators and official bodies.

About Us

Zelra is a leading provider of Rail software solutions that enhance train performance through real-time driver advice. Our Driving Advice System (DAS) is installed in train cabins across the world, providing precise and dynamic guidance to help drivers operate more efficiently.

DAS delivers significant benefits to our customers, including:

• Reducing energy consumption by up to 15% per journey
• Supporting right-time running and preventing station overruns
• Minimizing wear and tear by avoiding heavy braking and acceleration
• Lowering the rail sector’s carbon footprint

Zelra is part of Modaxo, the people-transport division of Constellation Software Inc. (TSX: CSU)—a global technology leader with over $8 billion USD in annual revenue. At Zelra, we value our people and foster a collaborative, inclusive, and balanced work environment where everyone can thrive.

Want to Join Us?

If you feel excited by the opportunity to join a growing network of global businesses, please apply now. We'd love to hear from you.