Senior Product Success Manager, ITSM - Remote | WFH

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Overview

The Senior Product Success Manager for IT Service Management (ITSM) at Get It Recruit - Hospitality will play a pivotal role in ensuring client satisfaction and product success through effective management of ITSM solutions. This position will demand a proactive approach to overseeing product implementation, optimizing customer engagement, and driving the adoption of ITSM services. The ideal candidate will leverage their expertise to develop strategies that enhance the user experience while collaborating closely with cross-functional teams to support product initiatives and customer requirements.

Job Responsibilities

• Manage the end-to-end lifecycle of ITSM solutions, focusing on customer onboarding, product education, and service performance.
• Act as the primary point of contact for client inquiries and escalations related to product functionality and performance.
• Analyze customer feedback and usage data to identify opportunities for improving the ITSM product and services.
• Develop and implement success plans tailored to clients’ unique needs to ensure optimal product adoption and satisfaction.
• Conduct regular training sessions and workshops to enhance customer knowledge and drive engagement.
• Collaborate with Product Management and Development teams to communicate customer needs and prioritize feature requests.
• Track key performance indicators (KPIs) to measure risk and opportunity within the customer base, ensuring proactive account management.
• Create detailed reports and presentations for stakeholders to showcase product performance and client successes.

Qualifications

• Bachelor's degree in Business Administration, IT Management, or a related field; a Master’s degree is a plus.
• 5+ years of experience in product management, customer success, or related fields, preferably in ITSM.
• Strong understanding of ITIL principles and ITSM tools.
• Excellent communication skills, both verbal and written, with the ability to present complex information clearly.
• Proficient in data analysis and reporting tools, capable of drawing insights to inform customer success strategies.
• Demonstrated experience in managing customer relationships and solving complex business problems.
• Strong project management skills with a proven ability to prioritize tasks and manage multiple projects simultaneously.

Technologies & Tools

The Senior Product Success Manager will utilize a variety of technologies and tools essential for managing ITSM solutions and customer success initiatives. These include ITSM platforms such as ServiceNow or Zendesk, data analytics tools like Tableau or Power BI, customer relationship management (CRM) systems, and project management software including JIRA or Trello. Familiarity with collaboration tools such as Slack and Microsoft Teams is also necessary to ensure effective communication within remote teams and with clients.

Ideal Candidates

The ideal candidate for this position will exhibit a strong blend of technical expertise and interpersonal skills. They should possess a customer-centric mindset, demonstrating empathy and a commitment to understanding client needs. The successful applicant will be self-motivated, highly organized, and possess a knack for problem-solving. Adaptability and the ability to thrive in a fast-paced, dynamic environment will be crucial for success in this role. Additionally, a passion for technology and continuous improvement in service delivery will distinguish a top-performing Senior Product Success Manager.