Title:  Senior Support Product Manager

Job Summary

The Senior Support Product Manager is responsible for overseeing the support services for NetApp product lines. This role requires a creative and innovative mindset with hands-on experience in pricing support offers, understanding the XaaS business, and building offers that are sold on marketplaces. Hands-on experience where you are able to demonstrate incubation to launch capabilities in bringing new support offers to market. You will work closely with product management and engineering teams to ensure that our support services meet the needs of our customers and align with our company's strategic goals.

Key Responsibilities

• Increase Customer Lifetime Value (CLTV/CLV) via the right value-added support services
• Help grow margin via innovative and the right value-added support bundles
• Be responsible for incubation to launch for new support offerings
• Develop and implement support services strategies for new and existing products
• Collaborate with cross-functional teams to identify and resolve customer experience feedback
• Analyze customer feedback and support metrics to improve value and enhance our support portfolio
• Lead conversations on current industry trends and bring innovative thinking towards value-based support offers that focus on improving the post-purchase journey
• Manage relationships with key stakeholders, including customers, partners, and internal teams as needed
• Stay up-to-date with industry trends and best practices in product support
• Have hands-on experience with pricing support offers and part/SKU creation
• Manage the end-to-end process of defining and bringing offers to market, including supporting the Quote to Cash (QTC) process
• Understand the Cloud business and have experience in building offers that are sold on marketplaces

Education and Qualifications

• Bachelor's degree in a related field highly preferred; master’s degree desired
• Minimum of 10 years of experience in product support/customer success or a related area
• Strong leadership skills and experience in leading conversations
• Experience in leading teams (non-managerial role)
• Has defined portfolio vision, direction, and business plans, including product plans/roadmaps, product evolution and product lifecycle process
• Ability to work in a fast-paced and dynamic environment
• Proficient in data analysis and has done industry research in the past
• Must be able to showcase innovative approaches to build support services portfolio