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Product Success Manager

  • Location: Santa Clara
  • Job Type:Contract

Posted about 1 month ago

  • Expiry Date: 24 June 2022
  • Referral:

Job Description:

  • This is a unique opportunity to serve as a product expert in the definition and execution of product adoption and growth success motions within one of the fastest-growing product lines at one of the largest and fastest-growing enterprises SaaS companies in the world.

  • As a member of the ITSM Product Success team, you will work directly with customers to enhance their overall experience with our products and make them successful, happy customers that want to share their stories with others. You will deliver customer programs, monitor customer health, and act as a liaison between the customer and product teams.

What you get to do in this role:

  • Act as an advocate, trusted advisor, and honest broker to accelerate the customer’s adoption journey of ITSM products 

  • Work on early-stage products and drive adoption with a personal touch for early customers. Jointly define expected outcomes with our customers and ensure that they have realized value from the solution 

  • Act as a technical subject matter expert for critical ITSM products inclusive of chat, machine learning, change automation, and integrations. Must also advise on best practices and continue to expand that knowledge across each major release. 

  • Work with Customer Success to understand and apply the customer maturity model to drive product adoption in a phased and operational manner, while reducing the risk of unrealized value. 

  • Maintain active customer conversations as required through (account executive team lead and or customer success team) AE / periodic, consistent engagement for top accounts or selected early adopter accounts. 

  • Guide customer conversations, lead best practice workshops (as needed), and troubleshoot issues during critical product adoption escalations. 

  • Work closely with ITSM Product Management, Product Engineering, and at-risk customers on a regular cadence. 

  • Act as the voice of our customers, conveying needs and issues internally across departments. 

  • Prioritize input from customers, sales, customer outcomes, and partners to the BU to ensure customer feedback is fully represented in our Go To Market process and product investment planning. 

Job Requirements:

  • 6+ years (we could go with 4+ years here) in a customer-facing role as a Solution Architect, Technical/Process Consultant, Customer Success Manager, or similar role. 

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.