IT Product Manager, Customer Support & Success

Job Number: 23553

Position Title: Product Manager 5

External Description:

Informatica IT is looking for an experienced Technical Product Manager with a track record of building and delivering best-in-class products and services. This is an opportunity to help define and deliver products and services that contribute directly to the company’s bottom line.  

As the IT Product Manager supporting the Customer Support & Success value stream, you will primarily be working with the Customer Services organizations, driving their technology strategy to increase the effectiveness of professional services, customer support, customer success, education services, and renewal capabilities.  Experience with Salesforce.com platform is required. 

This role requires a tenacious and visionary professional that can drive the development life cycle of products and services from cradle to grave.  You will work closely with a diverse set of internal and external stakeholders to create a vision and roadmap that will help all of your stakeholders succeed. Crucial to your success will be your ability to manage multiple/conflicting, priorities, define and sell your vision while still being customer-centric and your ability to influence colleagues across the enterprise.   

Major Responsibilities

• Product Management
• Relationship Management
• Domain Knowledge
• Business Analysis
• Leadership Level Communication 

Specific Responsibilities

• The ideal candidate will be a highly motivated proactive contributor and subject matter expert on the customer support and success process, including familiarity with business issues, best practices, tools, and top industry solutions
• Understand business value of the product and use data creatively to communicate product vision, ideas, concepts to influence stakeholders and delivered business value
• Understand user and stakeholder needs and define a vision and roadmap for the product; working across the enterprise to create and realize vision
• Influence and manage stakeholder expectations via clear, proactive and consistent messaging across multiple channels
• Clearly define and communicate trade-offs and work around organizational constraints to drive product decisions; proactively manage issues and risks to resolution
• Participate in product release planning; including story definition, backlog refinement, acting as a customer proxy, and providing support for testing
• Work closely with Process Improvement Team, Enterprise Architects, user-base, key stakeholders and IT leadership to realize the vision and business value of the product
• Develop a strong understanding of process and technology to identify improvements
• Validate and/or create project budget and track internal and external project costs
• Integrate user research, usability studies, analysis and prototyping into requirement gathering to enhance user adoption and satisfaction 

Required Qualifications

• 10+ years of professional experience including a minimum of 5 years as a Product Manager or Service Owner for end-user facing data products
• Extensive experience working in customer service oriented operations and working with support/service applications
• Demonstrated experience in rolling out new system capabilities, and new processes
• Experience with customer lifecycle / experience management
• Proven ability to set direction for technology teams, prioritizing development activities, and driving new product development investments in an organization
• Ability to clearly articulate and present the product value proposition internally and externally with stakeholders and partners
• Ability to manage and adhere to plans, budgets, and variances within the IT function 

Preferred Qualifications

• Excellent listener; able to engage credibly with both business user and end-user roles with a passion for creating shared understanding
• Excellent organizational and analytical skills with strong technical abilities and an extreme attention to detail and ability to self-audit work
• Excellent verbal and written communication, presentation, interpersonal, conflict resolution, negotiation, customer-service and negotiation skills.
• Ability to deliver high quality results in a fast-paced, dynamic environment with competing priorities
• Ability to be flexible and adaptable to changing business models and Organization structures
• MBA or MS preferred

City: Redwood City

State:

Seniority Level: Mid-Senior Level

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Community / Marketing Title: IT Product Manager, Customer Support & Success

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EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Redwood City, California US