Job Details
The Customer Success Product Director is a key role for ensuring market success, client satisfaction and driving our Success and Support product roadmap and offerings. You will develop a deep understanding of market needs and competitive knowledge, articulate vision and strategy for products/offerings, create and communicate the roadmap, and drive the product lifecycle. As a product manager, you are highly engaged with all areas of the business and work closely with license and services sales, services delivery, operations, enablement and product marketing teams to deliver world-class offerings that help customers achieve ROI on their Salesforce investments. You will be customer-driven and constantly seek input from prospects, customers, advisory boards, sales, delivery, and internal subject matter experts. This position reports to the Vice President of Product Management.
Open to remote workers
Responsibilities:
Profile market & customer needs to provide insights into planning process, from multiple sources: sales/marketing teams, partners, primary and secondary market research, customer interviews, industry analysts, and mining of internal customer data.
Develop business cases for new concepts: opportunity size, financial impacts by BU, market share, cost of sales, profitability expectations.
Specify market requirements for current and future products by conducting market research supported by ongoing, intimate knowledge of existing customers and non-customers (prospects and competitors).
Use data and analytics for discovering opportunities, such as needs, trends, ideas, or design options, for new or advanced products/offerings.
Manage product roadmap lifecycle: inventory existing capabilities, rationalize offers, validate position in light of competitive changes, measure performance of launched offers and develop required growth or exit strategies
Develop GTM (go-to-market) plan to enable market adoption of the roadmap and work with all relevant teams to ensure execution.
Target market prioritization, define sales motion, effective positioning and merchandising of product.
Collaborate and ensure coordination across internal and external teams that will be visible at the highest levels of the organization.
Measure and analyze existing products for opportunities to innovate and improve.
Partner with Legal, Finance and Risk on product positioning
Qualifications
An ideal candidate would be adaptable, analytical, persuasive, empathetic and creative problem solver, who is exposed to, and is well versed in the business technology of cloud software.
10+ years in Product Management, primarily focused on human-centric products within the digital and technology space
Successful track record of launching Products in complex environments
A proven track record as a decisive, action-oriented individual, who has led cross-functional global teams to define and achieve high value objectives
Proven leadership in a fast-paced, dynamic environment
Executive presence and credibility
The successful candidate must be a team player, supporting and promoting team accomplishments with a proven ability to drive change through influence and collaboration across a Matrix organization in a highly fluid environment.
Industry expertise
Ability to manage and deliver in a fast-paced, highly accountable environment.
Strong and demonstrable understanding of the Salesforce platform
Strong communication & listening skills
Comfort with ambiguity and complex problems.
Minimum Bachelors degree, MBA preferred