About The Role
We are seeking a dedicated Product Success Manager to join our dynamic team. In this role, you’ll work directly with customers to enhance their overall user experience with our products. You’ll serve as a trusted advisor, ensuring customer well-being by monitoring customer health, managing customer programs, and acting as an escalation point for customer issues. We’re looking for individuals with a blend of domain expertise, enterprise deployment project management experience, and high-level customer management skills.
What You’ll Do
- Serve as the primary point of contact and coordination for customer programs and events, including customer onboarding and closed-loop tracking for customer programs.
- Demonstrate proficiency in our IT Service Management and/or DevOps product suite.
- Develop a deep understanding of customer use cases and success outcomes.
- Establish and maintain trusted advisor relationships with each assigned client, driving continued value of our products and services.
- Build and foster strong relationships with key decision-makers and influencers across your accounts, and with your business unit colleagues.
- Collaborate effectively with the Sales organization, providing references to new opportunities where necessary.
- Ensure customer satisfaction and retention within your assigned accounts.
- Work with customers and account teams to establish critical goals or other key performance indicators and aid the customer in achieving their goals throughout their lifecycle.
- Identify and mitigate risks that may impact your customers’ growth, satisfaction, or renewal; develop and execute risk mitigation strategies accordingly.
- Encourage ongoing adoption of our continuously innovating products by customers.
- Act as the liaison between Product Management and our customers, with a focus on feature collaboration.
- Collaborate with the customer’s implementation partner to achieve overall satisfaction with the solution and create a trusted partnership between the customer, partner, and our IT Service Management business unit.
What You’ll Need
- Deep knowledge of IT Service Management processes and technologies.
- 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success, and/or Product Manager in the IT Service Management and/or DevOps space.
- Knowledge of IT Service Management and DevOps processes and technologies.
- IT Service Management certification is preferred.
- Active Security Clearance is a plus.
- A strong commitment to customer success and driving long-term customer value.
- A data-driven mindset with a commitment to driving customer engagement towards business outcomes and value realization.
- Proven ability to collaborate and build strong relationships with customers, especially at the Executive level.
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
- Detail-oriented and analytical nature.
- Ability to thrive in a multi-tasking environment and adjust priorities on-the-fly.
- Willingness to travel up to 25% annually, when applicable.
Our Commitment to You
We are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional and varied backgrounds. We believe that skills and experience are transferable, and a desire to dream big makes for great candidates.
Our Company
We are a dynamic and innovative technology company, dedicated to making the world work better for everyone. Our team consists of ambitious change-makers with a restless curiosity and a drive for ingenuity. We support each other to make our individual and collective dreams come true. With a strong presence in the market, serving approximately 85% of the Fortune 500®, we are proud to be recognized as one of the best companies to work for.
Note: We are an Equal Employment Opportunity Employer and committed to providing reasonable accommodations to individuals with disabilities. If you need assistance or an accommodation due to a disability, please contact us.
Join us and be part of a team that dreams big and makes a real impact!
Employment Type: Full-Time