Product Manager, Customer Success

About the role

The Product Manager, Customer Success, will play a critical role in defining the product strategy and execution of Customer Success services across Customer Service, Endpoint Solutions, and IT Service Management (ITSM).

Responsibilities

• Co-defining product vision with Customer Success leadership to determine department strategy and roadmaps with a focus on the long-term success, adoption, and effectiveness of Customer Success services.
• Collaborating with key stakeholders to incorporate customer needs and convey a cohesive product and service vision across service areas.
• Defining and establishing structured approaches to product intake, prioritization, and roadmap planning.
• Guiding the successful delivery of the product and service lifecycle, designing sustainable financial/funding models for products in partnership with Customer Success leadership.
• Maintaining a strong focus on human-centered design, ensuring services are accessible, usable, and aligned with campus expectations.
• Packaging and positioning services and capabilities into clear, well-defined offerings that support campus adoption and effective use.
• Identifying key issues critical to the organization's long-range success of a desired product or service.
• Delivering successful products that meet user needs and drive value.
• Communicating complex technical ideas to a diverse community of colleagues and stakeholders.
• Establishing and advancing positive working relationships and a strong rapport with a diverse community of colleagues including team members, stakeholders, and customers.
• Thinking creatively and introducing innovations such as the incorporation of new technologies or processes.

Qualifications

• Five Years Experience working in one or more of the following fields: information technology, application services, product services, computer science, computer information systems, or related field.
• Seven or more years Experience working in one or more of the following fields: information technology, application services, product services, computer science, computer information systems, etc.
• Advanced knowledge of Customer Success Product development concepts, practices, standards, and processes.
• Proven ability to identify key issues critical to the organization's long-range success of a desired product or service.
• Proven track record of delivering successful products that meet user needs and drive value.
• Strong written and verbal communication skills and is able to communicate complex technical ideas to a diverse community of colleagues and stakeholders.
• Able to establish and advance positive working relationships and a strong rapport with a diverse community of colleagues including team members, stakeholders, and customers.
• Advanced organizational skills and is able to balance competing priorities and deliver concurrent projects to various stakeholder types.
• Advanced problem-solving skills; ability to uncover root of difficult problems and scope solutions based on knowledge of available resources and timelines as well as awareness of vision and strategy.
• Seeks information from multiple and diverse sources to inform solutions.
• Thinks creatively and introduces innovations such as the incorporation of new technologies or processes.