The opportunity
The IT Go-to-Market (GTM) organization builds and operates the technology platforms that enable the end-to-end customer lifecycle, spanning Sales, Revenue Operations, Customer Support, Customer Success, and Professional Services.
What you'll do
Proven experience modernizing Technical Support platforms, including: workforce planning, workflow automation and optimization, customer and partner collaboration and i, and knowledge-sharing solutions
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
Extensive knowledge of integration patterns across Salesforce Sales Cloud,: Service Cloud, external support portals, and analytics platforms to deliver seamless customer and agent experiences
Broad understanding of the post-sales ecosystem spanning Professional: Services, Technical Support, and Customer Success, with the ability to design solutions that optimize cross-functional workflows
Understanding of 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
Expertise in building and scaling technology solutions for Customer Support,: Customer Success, and Professional Services organizations
What they're looking for
- + years of Product Management experience in enterprise SaaS or cloud platforms
- Strong domain expertise in Customer Support tooling and Post-Sales solutions
- Experience building custom workflow applications, automation platforms, or AI-powered tools
- Deep knowledge of Sales and Service Cloud and customer lifecycle processes
- Experience working with telemetry, analytics, and customer health data
- Ability to partner effectively with engineering, operations, and business stakeholders
- Familiarity with AI-enabled Post Sales, focused on Customer Support workflows or automation tools
- Experience using product metrics and analytics to guide decisions
