Services Product Manager

Company: The Computer Merchant, LTD.
Location: Austin
Posted on: May 14, 2022

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