Group Product Manager – Customer Success Management

Group Product Manager – Customer Success Management

Requirements

• 10+ years of experience in product management (including 2+ years people management experience)
• Deep experience in product discovery, defining product strategy, and delivering high value products, partnering with UX, enterprise architects, engineering, and multiple stakeholders (business, legal, compliance)
• Deep domain expertise in enterprise Customer Success Management including best practices to drive value empowering product experiences to support industry-leading Success Planning, Success Plays, Account Intelligence, and Professional Services Automation
• Experience building and retaining high functioning product management teams
• Excellent spoken and written communication skills with an ability to state things simply and persuasively for a variety of audiences – internal, external, business, and technical
• Exceptional planning, facilitation, dependency management, risk management & analysis skills

Responsibilities

• Define, promote, and evolve a holistic product strategy and vision for Customer Success Management experiences, identifying new areas of impact through market and user research, while driving business outcomes across the enterprise through improved self-service, automation, and intelligent product experiences
• Define and publish rolling 12-month roadmaps aligned to our goals, while providing product thought leadership to land quantifiable impact throughout execution
• Develop and define comprehensive PRDs & success metrics; you can take vague requirements, clarify, and drive them to landing value
• Attract, scale, and retain a team of high performing team of Product Managers to land impact across a geographically disperse team of internal partners and stakeholders
• Partner with cross-functional teams to identify opportunities for policy and process simplification while relentlessly seeking valuable product innovation
• Define OKRs including the measurement methodology, baseline, and targets by quarter, supported by a high confidence roadmap to land the committed business impact
• Oversee delivery of roadmap commitments in partnership with Eng, UX, and Project Management, with Product Management accountable for landing business impact as the “CEO of product”
• Lead through uncertainty with proactive anticipation and mitigation of risks, stakeholder management, and guiding the team towards vision that you’ve defined
• Ensure understanding and strategic partnership through regular interlocks, 1:1s and stakeholder management best practices
• Partner with and influence strategic vendor relationships & roadmaps

Preferred Qualifications

• MS Degree in Computer Science, IT, Engineering, Mathematics or equivalent
• Experience working with geographically diverse teams and remote employees a plus
• Technical fluency; understanding and discussing architectural concepts, schedule tradeoffs, and new opportunities with technical team members
• You are a natural leader with a vision
• You have a passion for being a mentor and a teacher
• You are a passionate learner and interested in discovering and applying next generation technology (Gen AI and beyond)