Senior Product Manager – IT Go-to-Market

Responsibilities

Domain Expertise

• Modernize technical support platforms, including workforce planning, workflow automation and optimization, customer and partner collaboration, and knowledge-sharing solutions.
• Improve end-to-end support journeys, including case creation and management, omnichannel routing, prioritization, system integrations, and AI-driven proactive customer engagement.
• Integrate Salesforce Sales Cloud, Service Cloud, external support portals, and analytics platforms to deliver seamless customer and agent experiences.
• Design solutions that optimize workflows across Professional Services, Technical Support, and Customer Success.
• Lead large-scale digital transformations and deliver custom solutions for complex business challenges.
• Build and scale technology solutions for Customer Support, Customer Success, and Professional Services organizations.

Product Strategy & Vision

• Translate business strategy, customer needs, and operational priorities into scalable, platform-based product capabilities.
• Align product investments with enterprise architecture, security, governance, and platform standards.
• Develop product requirements, prioritize roadmaps, define measurable success metrics, and drive adoption through data-driven decisions.
• Balance short-term priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact.
• Incorporate customer feedback, operational insights, and market trends into product evolution.

Stakeholder Engagement

• Partner with the Customer Organization to identify opportunities.
• Represent the user and ensure solutions address operational challenges.
• Communicate priorities, trade-offs, timelines, and progress to stakeholders and leadership.
• Partner with engineering teams, architects, and external vendors.

Roadmap & Delivery

• Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility.
• Collaborate with engineering teams in an Agile environment to plan and deliver product releases.
• Balance feature development with platform improvements and technical debt.
• Manage cross-team dependencies and align stakeholders to support product delivery.

Adoption & Change Management

• Partner with enablement and change management teams to drive adoption of new GTM capabilities.
• Communicate product changes and new features across impacted teams.
• Monitor KPIs and support incident or problem management when issues arise.

Requirements

• 6+ years of Product Management experience in enterprise SaaS or cloud platforms.
• Strong expertise in Customer Support tooling and post-sales solutions.
• Experience building custom workflow applications, automation platforms, or AI-powered tools.
• Deep knowledge of Sales Cloud, Service Cloud, and customer lifecycle processes.
• Experience with telemetry, analytics, and customer health data.
• Ability to partner effectively with engineering, operations, and business stakeholders.
• Familiarity with AI-enabled post-sales solutions focused on Customer Support workflows or automation tools.
• Experience using product metrics and analytics to guide decisions.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent experience.

Compensation & Benefits

• U.S. base salary range: $136,000–$266,000 USD.
• Eligible benefits may include equity, an employee stock purchase program, flexible paid time off, 20 weeks of fully paid gender-neutral parental leave, fertility and adoption assistance, a 401(k) plan, mental health counseling, transgender-inclusive health insurance coverage, and health benefits offerings.