Product Manager, Services Commercialization & Strategy

Mission: 

The Manager of Services is a pivotal role responsible for developing and executing the Services go-to-market strategy. This includes solution offering, pricing model options, and P&L development and oversight. Collaboration across sales, service, marketing, sales operations, and finance is essential to drive adoption and successful delivery of the new business model. 

Key Responsibilities: 

• Strategic Leadership: Responsibility for crafting and executing the overarching service strategy. 

• Collaborate with leadership to refine service delivery models, emphasizing partner and subcontractor contributions while ensuring margin visibility and profitability tracking. 

• Drive collaboration across departments, empowering clinical teams, channel partners, and cross-functional groups. 

• Business Model Development: Develop a go to market business model(s) for solution oriented “X”-as-a-Service offerings that incorporates our entire solution and ensures the appropriate level of services are built into the model to exceed our customers’ expectations through the entire customer journey.  

• Pulls together Service Project Management inputs (task level definition and time, resource estimates), product pricing (hardware, software, services) and customer relationship management (salesforce) inputs to develop a cohesive business model solution. 

• Pulls together Channel Partner inputs to refine service delivery standards and ensure CenTrak-branded services, delivered via a reseller, exceed customer expectations, and support the Channel Partner business model.  

• Commercial Pricing: End-to-end ownership and authority to make strategic pricing decisions for service products. Ensure that subscription and XaaS pricing models are included. 

• Design SaaS pricing framework for End Customer & Channel Partner (payment frequency, contract duration, early termination etc.) 

• Design a standardized discounting methodology (size of customer/deal, contract duration) for End Customer & Channel Partner (Margin need) 

• Work with Sales & Finance to develop ROI calculators to drive new customer adoption and enable switching from Capital to SaaS 

• Work with legal to ensure proper contracting templates support XaaS Sales. 

• Work with Sales/Sales Ops leadership to define the appropriate sales process changes & implement in CRM to support. 

• Product Management: Includes all intangible services, such as service operations, installation, maintenance agreements, managed services, consulting (Engage), education, and analytics (EngageIQ) 

• Service Lifecycle Management: Complete authority over the entire service offering lifecycle. Provides inputs on strategy to ensure appropriate processes are in place between departments and customers move through the lifecycle including advising on digital tools, use of AI, and other technology in support of high customer success (low churn), limited silos of information, and low cost of sales.  

• Brand Advocacy: Acting as the brand champion for our service portfolio and supporting critical commercial outreach and sales engagements 

• Financial Analysis: Model financial and accounting impact of recommendations.   

• Work with finance to map out process & system (ERP) changes needed to issue XaaS invoices, contracts, payment & cash collection. 

• Monitor service margins and profitability, and refining strategies based on performance data. 

• Profitability Oversight: Drive pricing evaluations to align service rates with market expectations and business objectives, addressing hourly rates and overall structure of service offerings.  

• Ownership of revenue and GM for: 

• Professional services (Engage) 

• Managed services 

• Service maintenance agreements 

• Service Operations  

• Training services  

• Channel partner program offerings equivalent to the above 

Qualifications: 

Educational Qualifications 

• Bachelor’s degree in Business, Engineering, or a related field. 

• Master’s degree or MBA is highly desirable. 

Experience Requirements 

• A minimum of 3-6+ years of progressive experience in: 

• Strategy development 

• Business model innovation 

• Business Transformation and service delivery models (preferably within the healthcare sector) 

• Proven business leadership experience, including: 

• Development of business cases 

• Financial oversight of revenues and margins  

Specialized Skills 

• Service Design Thinking: Certification and/or demonstrated experience in utilizing service design-thinking strategies and tools that could be applied to develop XaaS (Anything-as-a-Service) offerings or similar. 

• Technology Expertise: Comprehensive knowledge of RTLS technologies and their applications in healthcare, such as: 

• Patient safety 

• Asset tracking 

• Workflow optimization 

• Go-to-Market Strategy: Experience crafting effective go-to-market plans and competitive pricing models. 

• Product Lifecycle Management: 

• Product lifecycle analysis and planning (including data based and voice-of-customer EOL decisions) 

• Beta and product launch cycle experience (quantitative or revenue-related outcomes desirable) 

Specific Industry/Model Transition Knowledge 

• Business Model Transition: 

• Demonstrated success in change management that could be applied to transitioning from a capital business to a subscription, SaaS, or PaaS model. 

• Customer Migration Expertise: Strong skills in customer migration efforts. 

• Field Service Management: Experience managing or working with service organizations in healthcare or technology sectors. 

Leadership and Problem-Solving Skills 

• Exceptional interpersonal and leadership abilities: 

• Inspiring vision 

• Aligning cross-functional teams 

• Building and motivating internal and external collaborators 

• Resilient problem-solving capacity to adapt and excel in a dynamic and evolving industry. 

• Company-Wide Strategic Planning: 

• Expertise in lean principles and Hoshin Kanri methodologies. 

• Ability to guide organizational strategy and execution effectively. 

Additional Qualifications 

• Expertise in new business model contracts, including cross-functional work in rewriting, negotiation, and execution. 

• PSP expertise and familiarity with strategic tools/methodologies. 

• Deep understanding of different supply chain models and their alignment to support varied business models. 

• Proven track record as a thought leader/influencer, capable of training and mentoring others in lean principles, problem-solving, and strategic applications.