Job Summary
The Support Product Manager will assist in overseeing the support services for our product lines. This role involves working closely with the product management and engineering teams to ensure that our support services meet the needs of our customers and align with our company's strategic goals.
Key Responsibilities:
• Assist in developing and implementing support services strategies for new and existing products.
• Collaborate with cross-functional teams to identify and resolve customer experience feedback.
• Analyze customer feedback and support metrics to improve the support portfolio.
• Participate in conversations on current industry trends and contribute to value-based support offers that focus on improving the post-purchase journey.
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• Support the creation of enablement content from an outside-in view.
• Run customer purchases reports, with varying degrees of complexity and line-item detail.
• Maintain ad-hoc and scheduled request queues and process requests, maintaining a high level of process quality and consistency.
• Partner with other Support Product Managers to understand and suggest critical data that would need to be introspected.
• Partner with the finance and reporting team to produce monthly, quarterly, and annual analysis of overall support offering performance.
There is a strong preference that this individual be located in one of the following locations: San Jose, CA; Boulder, CO; Research Triangle Park, NC.
Job Requirements
• 8+ years of experience in product management or a related field, inclusive of experience in the technology industry
• Strong analytical skills and ability to work both independently and as part of a team
• Ability to build strong working relationships across all levels of the organization
• Experience working in the Customer Advocacy Operations or Sales Operations discipline
• Time Management - Able to manage multiple projects and demanding priorities under tight deadlines
• Problem Solving - Follows a systematic approach to analysis and usage reports and researches all variances
• Interpersonal - Respects confidentiality of sensitive company and customer information; demonstrates flexibility with regard to changing priorities and is open to others' ideas and tries new things
• Ability to collaborate effectively with demanding internal team members and customers
• Familiarity with customer relationship management (CRM) systems.
• Knowledge of current industry trends and best practices in support services.
• Strong collaboration, influence, and negotiation skills to align the organization around prioritization and delivery planned projects/products
Education
A minimum of 8+ years of related experience, as highlighted above, required.
Bachelor's degree in an applicable field is strongly preferred. A master's degree is a plus as well.
Compensation
The base salary range for this position is $159,000 - $224,000 and will be determined by the candidate's location, qualifications, experience, and education. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto
Job Segment: CRM, Product Manager, Relationship Manager, Outside Sales, Marketing, Technology, Operations, Customer Service, Sales