About the role
Key Responsibilities
1. Requirement Gathering & Documentation
• Run requirement discovery sessions with clients and internal stakeholders to understand business needs and expected outcomes.
• Prepare and maintain the BRD (Business Requirement Document), FRD (Functional Requirement Document) and PRD (Product Requirement Document).
• Define user flows and screen behaviours so that design and engineering teams have clear, unambiguous inputs.
• Conduct requirement walk-throughs with the client and the internal team, and capture clarifications and changes in writing.
2. Scope & Feasibility Management
• Maintain strict product scope discipline: clearly separate what is in scope, out of scope and a change request.
• Work with Sales to understand what was promised to the client and validate it against what the product can deliver.
• Assess technical and product feasibility with Engineering and provide effort and timeline estimates.
• Raise scope creep early and manage change requests through a formal process.
3. Delivery & Cross-Functional Management
• Plan, track and deliver implementation of the product for clients on time and within scope.
• Coordinate across Sales, Product, Design, Engineering, QA and Customer Success.
• Run regular status meetings, sprint reviews and risk and dependency tracking.
• Escalate blockers and keep leadership informed on progress, risks and delays.
4. Quality, UAT & Client Acceptance
• Define clear acceptance criteria for each requirement, agreed with the client.
• Write test scenarios for the QA team and make sure they cover the documented requirements.
• Own the UAT (User Acceptance Testing) process: plan it, support the client through it, track issues and close them.
• Obtain formal client sign-off on deliverables and UAT completion.
5. Adoption & Post-Release Support
• Create DIY tutorials, guides and walkthrough material that help clients use the product on their own.
• Run product adoption checks after go-live to confirm clients are using the features as intended.
• Perform root cause analysis (RCA) on issues, delays and escalations, and drive corrective and preventive actions.
• Feed client feedback and recurring gaps back into the product roadmap.
6. Stakeholder Management
• Act as the primary point of contact for clients during implementation.
• Set clear expectations, communicate proactively and build long-term trust.
• Manage conflicting priorities between clients, Sales and internal teams with transparency.
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