Technical Account Manager / Product Owner

Product Owner - Technical Account Manager

About Panther Systems

Panther Systems is a custom software developer, specializing in manufacturing execution systems, advanced process automation and digital transformation for pulp and paper manufacturers. Remaining this specialized allows Panther to focus on customer-driven innovation, exceptional service, and 24/7 human support to degrees many companies. Panther was founded in 1993, we took on big competitors and became a leader in our field. Our success took a lot of time and dedication, so we're patient and selective when it comes to growing our teams. If sharing our values comes naturally, then you could be a great fit for Panther at our headquarters is in Vancouver, Washington.

About the Role

We are seeking a Product Owner - Technical Account Manager to own customer-driven software changes from request through delivery. This role serves as the primary point of contact for customers, translating operational needs into clear software requirements and managing implementation projects through completion.

You will work closely with customers, engineering, and internal teams to ensure software changes are delivered on time, function as intended, and provide real operational value. Product Owners operate as peers and are fully supported by the broader team, leadership, and support organization.

Key Responsibilities

• Serve as the primary contact for assigned customers
• Develop a deep understanding of customer processes and operational workflows
• Gather, document, and manage requirements for customer-requested software changes
• Create change requests and collaborate with engineering to estimate scope and effort
• Own delivery of customer changes, including scheduling, testing, and release
• Perform functional validation and acceptance testing of customer changes prior to release, ensuring requirements are met and solutions are production-ready
• Lead system configuration and installation for new customer sites
• Provide escalation-level support and assist the helpdesk with customer issues as needed, including investigation, coordination with engineering, and customer communication
• Participate in an on-call or after-hours support rotation as needed to support critical customer issues
• Participate in site surveys and gap analyses for new implementations
• Train customer operators and stakeholders on new functionality
• Provide on-site and remote post-install (hypercare) support
• Assist other Customer Product Owners during major on-site installations as needed

Required Qualifications

• Experience in a customer-facing role involving software delivery, implementation, or product ownership
• Strong technical requirements documentation and written and verbal communication skills
• Experience managing multiple workstreams or projects simultaneously
• Ability to work effectively with technical and non-technical stakeholders
• Willingness to travel up to 25%. Travel occurs in periodic bursts around installations rather than on a consistent weekly schedule
• Ability to work in a hybrid in-office environment

Preferred Qualifications

• Experience with industrial or manufacturing software systems
• Background in Product Owner, Implementation Manager, Solutions Manager, or similar role
• Familiarity with Agile or iterative software development methodologies
• Experience delivering on-site software implementations and customer training
• Experience supporting or working with a .NET-based web application and Microsoft SQL Server, including troubleshooting, data analysis, or collaboration with engineering teams

Work Environment

• Full-time
• Hybrid role with regular in-office presence (2-3 day per week)
• Up to 30% travel to customer sites for implementations and support
• Business casual
• On-camera participation during virtual meetings

Why Join Us

• Own customer outcomes from concept to delivery
• Work directly with customers and engineering teams
• Deliver software that supports real-world operations
• Play a key role in successful customer implementations

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Relocation assistance
• Vision insurance

Application Question(s):

• Have you owned a customer requested software change from requirements through delivery?
• Do you have experience supporting a MES system at a paper mill?
• Have you ever worked in customer service / scheduling at a paper mill?
• Have you been involved in a major installation for a MES system at a paper mill?

Ability to Relocate:

• Vancouver, WA 98683: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in Vancouver, WA 98683

Salary : $70,000 - $90,000