Senior Support Product Manager
Senior Support Product Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
The Senior Support Product Manager is responsible for overseeing the support services for NetApp product lines. This role requires a creative and innovative mindset with hands-on experience in pricing support offers understanding the XaaS business and building offers that are sold on marketplaces. Hands-on experience where you are able to demonstrate incubation to launch capabilities in bringing new support offers to market. You will work closely with product management and engineering teams to ensure that our support services meet the needs of our customers and align with our companys strategic goals.
Key Responsibilities
- Increase Customer Lifetime Value (CLTV/CLV) via the right value-added support services
- Help grow margin via innovative and the right value-added support bundles
- Be responsible for incubation to launch for new support offerings
- Develop and implement 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 value and enhance our support portfolio
- Lead conversations on current industry trends and bring innovative thinking towards value-based support offers that focus on improving the post-purchase journey
- Manage relationships with key stakeholders including customers partners and internal teams as needed
- Stay up-to-date with industry trends and best practices in product support
- Have hands-on experience with pricing support offers and part/SKU creation
- Manage the end-to-end process of defining and bringing offers to market including supporting the Quote to Cash (QTC) process
- Understand the Cloud business and have experience in building offers that are sold on marketplaces
Education and Qualifications
- Bachelors degree in a related field highly preferred; masters degree desired
- Minimum of 10 years of experience in product support/customer success or a related area
- Strong leadership skills and experience in leading conversations
- Experience in leading teams (non-managerial role)
- Has defined portfolio vision direction and business plans including product plans/roadmaps product evolution and product lifecycle process
- Ability to work in a fast-paced and dynamic environment
- Proficient in data analysis and has done industry research in the past.
- Must be able to showcase innovative approaches to build support services portfolio
Compensation:
The target salary range for this position is 183600 - 272800. The salary offered will be determined by the candidates location qualifications experience and education and may be outside of this range. 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 (RSUs) 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.
Required Experience:
Senior IC
Employment Type
Full-Time
