Title:  Product Manager

Job Summary

We are seeking a highly motivated Support Portfolio Manager to support the development, management, and growth of our Customer Success, and Support Services portfolio. This role is ideal for an early-career professional who is passionate about technology, customer experience, and business strategy. 
 
The Support Portfolio Manager will work closely with cross-functional teams including Support Delivery, Customer Success, Sales, Marketing, Finance, and Product Management to help define our offerings, analyze business performance, and improve customer outcomes. 

Key Responsibilities 
 

Portfolio Management

• Assist in the development and lifecycle management of service offerings.
• Support the creation of service packages, pricing models, and go-to-market materials.
• Maintain service catalogs, documentation, and internal knowledge repositories.

Business Analysis 

• Analyze service adoption, revenue, profitability, and customer satisfaction metrics.
• Develop dashboards and reports to monitor portfolio performance.
• Conduct competitive research and market analysis to identify industry trends and opportunities.

Customer Experience 

• Gather feedback from customers, sales teams, and service delivery teams.
• Help identify opportunities to improve customer onboarding, adoption, and support experiences.
• Participate in customer interviews and feedback sessions.

Cross-Functional Collaboration 

• Partner with Support Delivery, Customer Success, Sales, Product, and Marketing teams to support portfolio initiatives. 
  Coordinate launch activities for new service offerings.
• Assist in creating enablement materials and internal communications.

Process Improvement

• Support initiatives to improve operational efficiency and service scalability.
• Document business requirements and process workflows.
• Contribute to special projects focused on service transformation and automation

Job Requirements

Qualifications 
 
Required 
 
Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, Marketing, or a related field. 
0–3 years of experience in Product Management, Consulting, Customer Success, Professional Services, Operations, or a related role. 
Strong analytical and problem-solving skills. 
Excellent written and verbal communication abilities. 
Proficiency with Microsoft Excel, PowerPoint, and data analysis tools. 
Ability to manage multiple priorities in a fast-paced environment. 
 
Preferred 
 
Internship or project experience in technology, SaaS, cloud, or enterprise software. 
Familiarity with customer success, support services, or professional services business models. 
Experience with tools such as Salesforce, Tableau, Power BI, Jira, or Confluence. 
Understanding of subscription and recurring revenue business models. 
 
Key Competencies 
 
Customer-first mindset 
Analytical thinking 
Business acumen 
Communication and storytelling 
Collaboration and teamwork 
Curiosity and continuous learning 
Project management fundamentals 
 
What You’ll Learn 
 
Services portfolio strategy and lifecycle management 
SaaS and subscription business models 
Pricing and packaging of service offerings 
Customer success and support operations 
Cross-functional product management skills 
Executive-level business communication 

Education

Typically requires a minimum of 2 years of related experience.