Title:  Support Portfolio 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.

Job Requirements

Portfolio Management

• Support development and lifecycle management of service offerings
• Assist in defining service packages, pricing models, and GTM materials
• Maintain service catalogues, documentation, and knowledge repositories

Business Analysis

• Analyse service adoption, revenue, profitability, and customer satisfaction metrics
• Develop dashboards and reports to track portfolio performance
• Conduct market and competitive research to identify trends and opportunities

Customer Experience

• Gather feedback from customers, sales, and delivery teams
• Identify opportunities to improve onboarding, adoption, and support experience
• Participate in customer interviews and feedback sessions

Cross-Functional Collaboration

• Partner with Support Delivery, Customer Success, Sales, Product, and Marketing teams
• Coordinate launches of new service offerings
• Support enablement content and internal communications

Process Improvement

• Drive initiatives to enhance operational efficiency and service scalability
• Document business requirements and workflows
• Contribute to transformation and automation projects

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

• Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, Marketing, or a related field.
• 4–8 years of experience in Product Management, Consulting, Customer Success, Professional Services, Operations, or similar roles.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Excel, PowerPoint, and data analysis tools.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Preferred:

• 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.