Staff Product Manager, Support & Services Systems

Why You’ll Love This Role

We are seeking a talented and experienced Staff Product Manager to own our Support & Services systems. In this pivotal role, you will define, prioritize, and deliver the product roadmap for our Salesforce Service Cloud, Salesforce Experience Cloud, and a suite of innovative support and services technologies. You will be instrumental in optimizing our customer support, success, and professional services operations, with a particular focus on how AI can enhance efficiency and satisfaction for both our direct customers and our partners. This role reports to the Director of Enterprise Applications and offers a unique opportunity to directly impact our customer relationships and contribute to our company’s growth.

As An Active Member Of Our Team, You Will…

• As the Staff Product Manager, Support & Services Systems, you will be the product visionary for our customer-facing and internal support tools. Your key responsibilities will include:
  • Support & Services Systems Strategy & Roadmap: Define and execute a compelling product vision, strategy, and technology roadmap with our Support, Success, and Professional Services leaders.
  • FedRAMP & Compliance: Ensure all system enhancements and new features adhere to strict security and compliance standards, specifically understanding and addressing FedRAMP requirements within Salesforce and integrated tools.
  • AI & Automation Innovation: Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities, streamline internal workflows, and proactively address customer and partner needs.
  • Customer & Partner Experience Optimization: Drive initiatives to continually improve both direct customer support experience and the support experience for our managed service (MSP) and service delivery partners, ensuring seamless interactions across all channels and touchpoints.
  • Stakeholder Partnerships: Build strong relationships and collaborate effectively with cross-functional teams including IT, Support, Customer Success, Professional Services, Sales, and Security to align product initiatives with broader company goals.
  • Operational Efficiency: Partner closely with our Support, Success, and Professional Services teams to understand their operational needs and develop solutions that increase efficiency, reduce resolution times, and improve service delivery for all stakeholders.
  • Data-Driven Decisions: Define and track key performance indicators (KPIs) for support and services systems, using data insights to inform product decisions, measure impact, and identify areas for continuous improvement.
  • We are a remote-first company and work happens across many time-zones – you may be required to occasionally perform duties outside your standard working hours 

If You’ve Got It - We Want It

• 5+ Years of Support Systems Product Management Experience: A minimum of 5 years of progressive product management experience in B2B SaaS, with a significant focus on customer support, customer success, or professional services systems in a SaaS environment.
• Salesforce Expertise: Deep functional and technical understanding of Salesforce Service Cloud, including case management, knowledge, chat, and service console. Salesforce Experience Cloud domain expertise is also required.
• Partners Support: Demonstrated experience in building and optimizing systems that facilitate excellent support experiences for managed service partners (MSPs) and other service delivery partners. You understand the unique needs and workflows of partners interacting with support.
• Emerging Technology Enthusiast: Demonstrated interest in and understanding of emerging technologies in the customer service space, specifically AI-driven solutions.
• Business Process Mastery: Strong understanding of SaaS customer support, customer success, and professional services business processes, and the ability to identify pain points and develop technological solutions for both direct customers and partners.
• FedRAMP Compliance: Experience delivering in regulated environments; you understand FedRAMP constraints and how to build compliant workflows across Salesforce and integrated tooling.
• Technical Collaboration: Proven ability to work effectively with engineering teams, translating business requirements into technical specifications and participating in design discussions.
• Analytical Mindset: Excellent analytical skills, with the ability to define metrics, analyze data, and make informed, data-driven product decisions.
• Communication & Influence: Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly to diverse audiences and influence stakeholders at all levels.
• Problem-Solver: A proactive and resourceful problem-solver who can navigate ambiguity and drive solutions from concept to launch.

Salary Range ($122,000 - $150,000)

The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience.  In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.
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