Principle, Support Product Manager

Function

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.   

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.  We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

The Principle, Support Portfolio Management, will lead the strategy, governance, commercialization, and business performance of the company’s support portfolio. This role is accountable for defining a differentiated support offering strategy, improving portfolio clarity and competitiveness, strengthening pricing and packaging discipline, and partnering cross-functionally to drive customer value, adoption, retention, and margin performance.

The Director will serve as the connective leader across Product Management, Support Delivery, Renewals, Pricing, Finance, Sales, Marketing, and Operations to ensure the support portfolio is market-relevant, financially sound, operationally executable, and clearly positioned for customers and the field.

Key Responsibilities

Support Portfolio Strategy & Competitive Positioning

• Own the overall support portfolio strategy, including offer design, tier differentiation, lifecycle evolution, and competitive analysis.
• Identify market gaps, customer needs, and competitive opportunities to strengthen the company’s support value proposition.
• Define the strategic roadmap for support offerings, including value-added support bundles and enhanced customer support capabilities.

P&L, Margin & Pricing Oversight

• Partner with Finance and Pricing to manage portfolio economics, including P&L visibility, margin performance, pricing governance, and discounting discipline.
• Provide business oversight for support pricing related to new products, existing offerings, and portfolio changes.
• Identify opportunities to reduce revenue leakage, improve margin quality, and strengthen commercial discipline across support motions.

Pricing, Packaging & Offer Governance

• Lead pricing and packaging strategy for support offerings to improve customer clarity, sales execution, and value capture.
• Establish governance for new support offers, product introductions, support attach models, and portfolio lifecycle decisions.
• Ensure support offerings are structured for ease of quoting, selling, delivery, renewal, and reporting.

Portfolio Messaging & Communications

• Own the internal and external portfolio messaging framework, ensuring support offerings are clearly positioned around customer outcomes and business value.
• Partner with Marketing, Sales Enablement, and Product teams to create field-ready messaging, collateral, competitive comparisons, and customer-facing materials.
• Translate complex support capabilities into clear, differentiated value propositions for customers, partners, and sales teams.

Portfolio Business Operations

• Establish operating rhythms, portfolio dashboards, performance metrics, and governance processes to manage the support portfolio as a business.
• Track portfolio performance, adoption, revenue contribution, support attach, margin trends, and customer impact.
• Drive cross-functional execution against portfolio priorities, key milestones, and business commitments.

Value-Added Support Bundles / ECS

• Lead the strategy and business model for value-added support bundles, including enhanced support capabilities and differentiated customer experiences.
• Work with delivery and operations leaders to ensure new support bundles are operationally feasible, scalable, and aligned to customer expectations.
• Partner with Sales and Renewals to position higher-value support offerings in ways that improve retention, attach, and customer loyalty.

Required Experience

• 15+ year of experience in product management, services portfolio management, support services, pricing, or customer success within enterprise technology.
• Strong understanding of support business models, services economics, customer lifecycle, support attach, renewals, pricing, and margin management.
• Demonstrated ability to lead cross-functional initiatives across Product, Support, Sales, Finance, Pricing, Marketing, and Operations.
• Experience building business cases, portfolio roadmaps, pricing strategies, GTM materials, and executive-ready recommendations.
• Strong commercial judgment with the ability to balance customer value, competitive positioning, operational feasibility, and financial outcomes.

Leadership Attributes

• Strategic, outcome-oriented leader who can connect portfolio decisions to customer retention, revenue growth, and margin performance.
• Strong cross-functional influencer who can align teams without direct authority.
• Excellent storyteller and communicator with the ability to simplify complex offerings for executives, sales teams, partners, and customers.
• Data-driven decision maker with strong business acumen and comfort operating across metrics, financials, and customer insights.
• Bias for execution, governance, and accountability while maintaining a customer-first mindset.

Success Measures

• Clearer support portfolio structure, positioning, and differentiation.
• Improved pricing and packaging discipline across support offerings.
• Stronger margin visibility and reduced revenue leakage.
• Increased adoption of value-added support offerings.
• Better field enablement and customer-facing articulation of support value.
• Stronger cross-functional governance for support portfolio decisions and roadmap execution. 

As required by the equal pay and transparency acts, the expected base salary for this position is: $160K to $210K. Expected on-target earnings: $200k to $275K

The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions.

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We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.