Services Product Manager
Company: The Computer Merchant, LTD.
Location: Austin
Posted on: May 14, 2022
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Job Description:
Services Product Manager
Austin, TX
---Drive efficiency and continuous improvement initiatives to
improve cost and quality of service
Ensure Service Level Agreement delivery to the customer on all
metrics as stated in Contracts
Own the user-experience for all offerings delivered as a
service
Ensure all cloud service customer contractual obligations can be
achieved
Drive relevant certifications around security and data privacy
Define and manage KPIs for service delivery effectiveness and
prioritize requirements to improve performance and ensure
objectives are met
Build relationships with key customer staff as Single Point of
contact and Customer advocate
Specify detailed functional and non-functional requirements along
with business justifications as credible input into the planning
process
Prioritize based on data, customer requirement and feedback
Manage complex or risky solutions that involve large revenue and
critical or high-level customers.
Manage the transition from project to production as the point of
contact for Operations and support the final acceptance of the
transfer
Provide escalation support for all critical tasks to include outage
management and any severe incidents
Provide proposal response support for sales
Oversee the planning and prioritizing of solution migration from
customer premises to Thales Cloud with the Project team
Support quarterly meetings with customers to review metrics
(Service Level Agreements and Service Level Objectives) and
reporting
Minimum of 3 years' Service Management experience
Minimum of 3 years working in a scaled pure SaaS company
Minimum of 5 years of IT and technical experience in a customer
facing role
Experience in one or more of the following: Cloud infrastructure,
software as a service, big data, security and privacy, development
and operations, or artificial intelligence/machine learning
Experience with Google Cloud Platform (GCP) and Amazon Web Services
(AWS)
Preferred Skills and Experience:
Strong verbal and written communication skills in an international
and global environment, proficiency in English
Ability to manage tasks to closure, with cross-functional
inputs
Excellent organization and time management skills with the ability
to self-prioritize tasks and work across multiple time zones
Outstanding commitment to Customer Success
Ability to effectively converse on complex topics from solution
concepts to technical details with a diverse group of
individuals
Drive to always make things better able to show historical
improvements in efficiency, service upgrades and cost
management
Prior experience with managing Service Level Agreements within a
technical organization
Business and technical knowledge of IaaS, SaaS, PaaS and cloud
computing
Experience in Crisis Management and managing customer
escalations
Proven teambuilding background with emphasis on teamwork within
team and with non-direct reports
Verifiable customer relationship experience in previous positions
with the ability to give relevant and specific examples of that
experience
Excel in a fast-paced and sometimes unstructured environment and
willingness to do whatever necessary to get the job done
Experience with API-driven architectures
Equal Opportunity Employer Veterans/Disabled
Keywords: The Computer Merchant, LTD., Austin , Services Product Manager, Executive , Austin, Texas
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