Product and Partner Support Specialist

**About Fully Managed**

Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world. Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow We eat, sleep, and breathe our core five values:

- Fanatical Service
- Absolute Accountability
- Inspiring our People
- Passion for Innovation
- Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.

**Why Fully Managed**:
We don’t want to fill jobs; we want to partner with you throughout their career journey by providing:

- career growth and professional development,
- the technology you need to enhance your daily work,
- a team of like-minded professionals without ego that help each other grow and flourish,
- a comprehensive benefit package, and
- a generous paid time off package.

We recognize that everyone has a life outside of work and show our commitment by offering:

- a remote work environment,
- flexible hours, and a
- health & wellness subsidy.

**Key areas of responsibility**:
Reporting to the Vice-President Product Management, the Product Support Specialist will collaborate with internal departments and individuals to ensure that all Fully Managed products and services pricing, SKUs, and collaterals are maintained accurately within all relevant business systems. The Product Support Specialist will ensure that all Fully Managed products and services value-chain analyses are aligned with Fully Managed Product Management, SME Product Groups, Marketing, vCIO/Design Architect, Sales, Account Management, Vendor Management, Procurement and Finance teams. The Product Manager will work with external vendor partners turn product vision into reality.

Product Support
- Own the day-to-day activities related to the product catalog
- Create and maintain an up-to-date company visible price book for all internal products/services
- Coordinate, organize, and maintain up-to-date company visible collateral material for all products/services, including pricing methodology, education, training, and quoting guidance to internal stakeholders
- Hold regular product/service Q&A sessions with internal stakeholders
- With direction from the product management committee to capture and finalize all pricing and SKU details for new product/service introductions
- Launch and maintain new and updated products/services
- Evolve and maintain pricing and SKU standard operating procedures and documentation to ensure any new products or product updates are delivered within a service level objective
- Provide oversight and management of SKU data assets to support provide business users
- Ensure that all Fully Managed internal stakeholders use a single authorized product catalog within all business systems, tools, and documents
- Collaborate and improve the product/services value-chain through enhancements to ease of use, searchability, clarity, and comprehensive descriptions for existing products/services
- Attend product management meetings

Vendor Partner Program Support
- Collaborate with the Training & Development Specialist to ensure that all required certifications are assigned. Update course details and costings provided for tracking as needed
- Complete Partner-required certifications related to Partner Programs
- Proactively ensure that FM has the highest level of Partner Program Participation with key strategic partners, ensure no program lapses, and execute agreements
- Manage and administer incentive programs to maximize rebate opportunities whenever available, including enrolling, tracking, and providing remittances to Finance in a timely manner.
- Update banking details and tax profiles as needed for incentive programs
- Arrange for demo equipment/licenses with vendor partners for internal testing and evaluation.
- Assist procurement in resolving product challenges, where needed
- Co-ordinate information sessions with Partners, as required, to add new products or evaluate new service offerings
- Other duties as assigned

**Skill and knowledge requirements**:
We’re flexible but these are a must:

- 3+ years of experience in a similar role
- Experience working with IT related vendors and the associated SKUs
- Strong attention to detail
- Proven interpersonal skills and relationship-building ability
- General experience with Technical, Legal and Finance concepts
- Ability to work independently/remote
- Excellent oral and written communication skills

**Assets**:

- Experience working in a Managed Service Provider/IT company

**Interested?**

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recru