Product Success Partner

About the role

The Product Success Partner role at Unit4 represents a pivotal position within our adaptive Enterprise Resource Planning ecosystem, designed for professionals who thrive on connecting strategic vision with operational execution. You will own the end-to-end customer journey in collaboration with Customer Success Managers, ensuring that every interaction drives tangible value and reinforces our commitment to people-centric high performance. Your primary mission is to transform deep product knowledge into measurable business outcomes by shaping adoption strategies and guiding customers toward realizing their full investment potential. This position acts as the critical bridge between evolving customer needs and the continuous refinement of our product suite, ensuring alignment and mutual growth. You will build dynamic Success Plans that intricately link strategic business objectives with specific product adoption metrics, creating a clear pathway to success. By identifying usage gaps and optimization potential, you will map best-practice workflows across the entire Unit4 suite, promoting efficiency and reducing operational friction. You will actively synthesize direct customer feedback, channeling the voice of the customer to Product and Engineering teams to drive continuous refinement and roadmap evolution. This role demands the ability to translate ambiguous requests into structured, actionable advice, guiding stakeholders confidently toward shared goals through workshops and engagements.

Key facts

What you'll do

• Analyze complex customer environments to identify specific product adoption barriers and uncover hidden optimization opportunities.
• Translate ambiguous business requests into structured, actionable advice that aligns with Unit4's strategic product vision and customer outcomes.
• Collaborate directly with Customer Success Managers to build and maintain dynamic Success Plans linking strategic objectives to product usage metrics.
• Map and document best-practice workflows across the entire Unit4 suite to standardize methodologies and reduce operational complexity for customers.
• Champion efficient, standard methodologies during customer engagements to promote consistency and long-term scalability.
• Assess customer needs to identify and recommend suitable outcome-based Value Enhancement Services pathways.
• Synthesize direct customer feedback and insights gathered from engagements to inform Product and Engineering teams about necessary refinements.
• Guide customers through adoption challenges by providing data-driven recommendations that demonstrate clear financial impact and value realization.
• Confidently communicate with diverse stakeholders, explaining complex product functionalities in a clear and accessible manner.
• Facilitate workshops and engagements that champion best practices, ensuring customers understand how to maximize their Unit4 investment.
• Utilize deep expertise to identify gaps in current product usage and develop strategies for driving higher adoption rates.
• Collaborate extensively with cross-functional teams including CSMs, Product Management, Engineering, and Support to ensure holistic enterprise success.
• Drive the extraction of meaningful value from Unit4 investments by ensuring customers fully leverage available capabilities.
• Feed critical insights and learnings back into success playbooks to ensure ongoing relevance and effectiveness of strategies.
• Support the continuous improvement of customer journeys by identifying patterns and advocating for product enhancements.
• Act as a vital link ensuring that product evolution is informed by real-world customer usage data and strategic objectives.
• Promote a culture of accountability and ownership over the entire customer lifecycle and product adoption trajectory.
• Employ consultative skills to navigate ambiguous situations and convert unclear requirements into logical, beneficial recommendations.
• Ensure retention and expansion efforts are supported by demonstrating clear realization of predefined value metrics.

Requirements

To excel in this Product Success Partner role, you need a robust background in technical support or consulting that has equipped you with practical problem-solving skills. A minimum of four years of experience within ERP-focused environments is an expected hard bar that defines your foundational expertise. Direct experience within Customer Success or implementation roles is crucial, providing the context necessary to understand customer challenges deeply. You must excel at articulating the financial impact of product features, turning complex functionalities into clear value propositions for stakeholders. Comfort with ambiguous situations is vital, requiring the ability to convert unclear requirements into logical recommendations that drive action. Deep knowledge of ERPx ecosystems is a significant asset, encompassing a thorough understanding of reporting, configuration, and extensibility frameworks. Familiarity with APIs and the Extension Kit is noted as highly valuable for enabling effective integrations and solutions. SQL proficiency and data literacy provide additional advantages when analyzing usage patterns and supporting data-driven decisions. Exceptional stakeholder management is non-negotiable, as you will work seamlessly with both customers and numerous internal groups. These groups include CSMs, Product Management, Engineering, and Support, demanding strong collaborative skills. A proactive, consultative mindset underpins all expectations, requiring initiative and forward-thinking approaches. Relentless focus on customer value and adherence to best practices is mandatory in all engagements. You should consistently seek avenues for continuous enhancement, driving improvements in processes and outcomes.