Maintain deep understanding of product and roadmap and engage with T&P and CSG stakeholders in the development of product feedback, roadmaps, strategic readiness plans, and customer adoption plays.
Develop expertise for all new product and feature introductions, large-scale migration efforts or product retirements.
Document best practices and learnings from product interaction to deliver to Cloud Success teams.
Collaborate closely with your Cloud Success team, leveraging your product, domain and business knowledge to create a holistic POV and strategic approach that supports the overall strategy and customer success.
Maintain deep technical, functional and domain knowledge across all in-market and new products.
Practice continuous learning through first-hand product experimentation and participation in Product-driven betas, pilots and collaboration with SMEs in the Success Ecosystem.
Identify, document, and track all recommended product enhancements reflecting inputs from customer, partner and internal stakeholders.
Develop product requirements and deliver to Product Leadership for roadmap consideration.
Establish and own relationship with Product Management Leaders and key subject matter experts.
Provide product expertise to support the creation and rollout of adoption strategies to improve product adoption score and overall customer health.
Participate in improving the CSS adoption score / customer health score.
Work with other Readiness Success Architects across Cloud Success to continuously improve our operating model and share best practices.

Requirements

3+ years experience in Customer Success or Product Management individual contributor role in the SaaS industry
Hands-on experience working with Service or Field Service products
Deep understanding of current product suite and product capabilities that meet common customer use cases
Understanding of competitor products and landscape a plus
Track record of collaborating within a team of subject matter experts who deliver against strategic business initiatives
Has held positions requiring interaction with both technical and non-technical stakeholders at the across different functions
Understands and can translate customer use cases to technical and functional requirements
Has developed enablement materials and delivered training to functional and technical audiences
Enablement, consulting or Salesforce product experience a plus.

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

product managementcustomer successSaaSService productsField Service productsproduct requirementsenablement materialstraining developmentcustomer use casestechnical requirements

Soft Skills

collaborationstakeholder engagementstrategic thinkingcommunicationcontinuous learningrelationship managementteamworkproblem-solvingadaptabilitycustomer advocacy