Principal Program Manager, Service Readiness (NPI)
New
Z
ZscalerCybersecurity
Remote - USAFull-TimePrincipal
Salary150,500 - 215,000 USD per year
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Job Details
- Experience
- 6+ years
- Required Skills
- Artificial IntelligenceSalesforceJiraCustomer SuccessConfluenceGoogle WorkspaceAsana
Requirements
- 6+ years of NPI experience within customer success/support.
- Strong understanding of product development lifecycles and technical product features.
- Foundational understanding of AI technologies and experience leveraging or positioning AI-driven solutions.
- Proven history of integrating new technologies to enhance daily workflows and problem-solving.
- Proficiency in tools such as Salesforce, Asana, JIRA, Confluence, and Google Suite.
- Excellent organizational, communication, and collaboration skills.
- Ability to think at scale and bridge strategic planning with hands-on execution.
Responsibilities
- Develop and execute service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures.
- Collaborate with product development, engineering, and customer success teams to ensure a seamless transition from launch to customer service.
- Identify potential customer challenges in new products and address them through resourcing, process development, and escalation procedures.
- Address operational challenges such as system configurations, service level agreements, and escalation pathways.
- Monitor key performance indicators (KPIs) and customer feedback post-launch to drive service improvements.
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