About this role
The CIO’s Post Sales organization builds and operates the technology platforms that enable the end-to-end customer lifecycle, spanning Revenue Operations, Customer Support, Customer Success, and Professional Services.
As a Senior Product Manager within the Post Sales organization, you will own the product strategy and roadmap for the technical services platforms and tools. These platforms and tools are used by customer facing developers and engineers and will significantly impact their ability to solve extremely technically complex problems on a day to day basis. Initiatives could include work around a Customer Health Application, utilizing agentic capabilities to minimize manual tasks, optimizing integrations options and more.
You will partner with Technical Services and Engineering leaders to define product vision, prioritize investments, solve hard problems creatively by delivering scalable solutions that improve end customer experiences, drive operational efficiency, and support scaling business growth.
We are looking to speak to candidates who are based in Austin, Seattle, Palo Alto and New York for our hybrid working model.
Responsibilities
Domain Expertise
• Proven experience modernizing Technical Support platforms including developer tooling, including but n knowledge sharing, workforce planning, workflow automation and optimization for technical support engineers
• Strong understanding of end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement
• Expertise in customer and support agent journeys, support processes, and operational workflows, with a track record of leading large-scale digital transformations and delivering custom solutions that address complex business challenges creatively
• Extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, developer tooling and analytics platforms to deliver seamless customer and agent experiences
• Broad understanding of the post-sales milestones spanning Professional Services, Technical Support, and Solution Architects with the ability to design solutions that optimize this end user experience
• Expertise in building, scaling out of the box technology solutions for Customer Support, and Professional Services organizations
Product Strategy & Vision
• Translate business strategy, stakeholder needs, and operational priorities into scalable, platform-based product capabilities on a product roadmap
• Partner with business and engineering leaders to provide sound judgement product investments with enterprise architecture, security, governance, and platform standards
• Develop clear product requirements (PRDs), prioritize features, define measurable outcomes, and drive adoption through data-driven decision making
• Balance short-term business priorities with long-term platform strategy to maximize