Job Title:
Product Manager, Customer Success
Role Overview:
to be added
DESCRIPTION
The Product Manager, Customer Success position is a strategic, high-visibility role curating and scaling an industry-leading customer experience. In this role you will work cross-functionally with customer success, product, GTM, and services teams to scale service packages for the customer success portfolio. These offers are a critical element in helping customers achieve success with their security technology investment, ensuring they have access to the right resource at the right time, whether that be an asset, tool, or interaction; human or digital. In scaling the success portfolio, you will develop adoption strategies, go-to-market & delivery plans, and economic models to realize the customer experience at scale.
Responsibilities:
* Ownership of the Trellix Thrive Customer Success portfolio, service packages including elements of customer success, professional services, learning and support.
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of Customer Success product adoption for customers and partners.
* Analyze data and trends as well as customer feedback to build effective programs with appropriate metrics.
* Service product development, including leading the creation of necessary collateral to facilitate sales, customer delivery, and enablement.
* Collaborate with Solution Engineering to curate product technical best practices and methodologies to reinforce their use in customer success delivery.
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Qualifications:
* Product management experience, experience in high tech services (customer success, pro serv, support, learning) preferred.
* Demonstrated ability to work with GTM and technical teams to drive product adoption
* Strong capacity for influencing, negotiating, and driving efforts to completion
* Excellent verbal and written communication skills, presentation skills
* Demonstrated ability to lead and motivate others
* Comfortable and effective working in a rapidly changing environment with global teams supporting global customers
* Experience as Product Manager, Technical Account Management, Customer Success Management, Support Management, Professional Services or similar roles desired
* 10+ years of customer facing services delivery and or product management roles
* BA/BS or equivalent
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
