Sr. Product Manager, Enterprise Applications (Support & Services Systems)

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Requirements:

• 3+ Years of Product Management Experience: A minimum of 3 years of progressive product management experience, with a significant focus on customer support, customer success, or professional services systems in a SaaS environment.
• Deep functional and technical understanding of Salesforce Service Cloud, including case management, knowledge, chat, and service console. Experience with Salesforce Experience Cloud required.
• Demonstrated experience in building and optimizing systems that facilitate excellent support experiences for managed service partners (MSPs) and other service delivery partners. You understand the unique needs and workflows of partners interacting with support.
• Demonstrated interest in and understanding of emerging technologies in the customer service space, particularly AI-driven solutions (e.g., AI agents, conversational AI, intelligent search).
• Strong understanding of customer support, customer success, and professional services business processes, and the ability to identify pain points and develop technological solutions for both direct customers and partners.
• Proven ability to work effectively with engineering teams, translating business requirements into technical specifications and participating in design discussions.
• Excellent analytical skills, with the ability to define metrics, analyze data, and make informed, data-driven product decisions.
• Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly to diverse audiences and influence stakeholders at all levels.
• A proactive and resourceful problem-solver who can navigate ambiguity and drive solutions from concept to launch.
• Experience with FedRAMP or other highly regulated compliance environments.
• Familiarity with Gainsight and/or Mavenlink functionalities, even if you won't be administering them directly.
• Proficiency with Microsoft Excel for analysis.
• Prior experience scaling support and services systems in a high-growth SaaS company.
• Basic understanding of integration frameworks, RESTful APIs
• Experience with other tools in our tech stack, such as Celigo for integrations.
• A strong passion for customer satisfaction and service excellence.

Responsibilities:

• Define and execute a compelling product vision, strategy, and technology roadmap with our Support, Customer Success, and Professional Services leaders.
• Drive initiatives to continuously improve both the direct customer support experience and the support experience for our managed service (MSP) and service delivery partners, ensuring seamless interactions across all channels and touchpoints.
• Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities, streamline agent workflows, and proactively address customer and partner needs.
• Partner closely with our Support, Customer Success, and Professional Services teams to understand their operational needs and develop solutions that increase efficiency, reduce resolution times, and improve service delivery for all stakeholders.
• Possess a strong technical understanding of Salesforce Service Cloud and Experience Cloud capabilities, data models, and integration patterns. You will collaborate effectively with engineering teams to translate business needs into technical requirements.
• Define and track key performance indicators (KPIs) for support and services systems, using data insights to inform product decisions, measure impact, and identify areas for continuous improvement.
• Build strong relationships and collaborate effectively with cross-functional teams including Engineering, Support, Customer Success, Professional Services, Sales, and IT to align product initiatives with broader company goals.
• Ensure all system enhancements and new features adhere to strict security and compliance standards, specifically understanding and addressing FedRAMP requirements within Salesforce and integrated tools.
• Work with external vendors for key technologies, ensuring optimal utilization and strategic alignment.