Senior Product Manager, Post Sales

The IT Go-to-Market (GTM) organization builds and operates the technology platforms that enable the end-to-end customer lifecycle, spanning Sales, Revenue Operations, Customer Support, Customer Success, and Professional Services.

As a Senior Product Manager on the IT GTM team, you will own the product strategy and roadmap for post-sales technology platforms, including CRM, Service Cloud, support operations, customer portals, AI-enabled support capabilities, and enterprise integrations.

You will partner with business and engineering leaders to define product vision, prioritize investments, and deliver scalable solutions that improve customer and agent experiences, drive operational efficiency, and support business growth.

Domain Expertise

• Proven experience modernizing Technical Support platforms, including workforce planning, workflow automation and optimization, customer and partner collaboration and i, and knowledge-sharing solutions

• Strong understanding of end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement

• Extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, and analytics platforms to deliver seamless customer and agent experiences

• Broad understanding of the post-sales ecosystem spanning Professional Services, Technical Support, and Customer Success, with the ability to design solutions that optimize cross-functional workflows

• Understanding of expertise in customer and support agent journeys, support processes, and operational workflows, with a track record of leading large-scale digital transformations and delivering custom solutions that address complex business challenges

• Expertise in building and scaling technology solutions for Customer Support, Customer Success, and Professional Services organizations

Product Strategy & Vision

• Translate business strategy, customer needs, and operational priorities into scalable, platform-based product capabilities

• Partner with business and engineering leaders to align product investments with enterprise architecture, security, governance, and platform standards

• Develop clear product requirements (PRDs), prioritize roadmaps, define measurable success metrics, and drive adoption through data-driven decision making

• Balance short-term business priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact

• Champion a product-led mindset by continuously incorporating customer feedback, operational insights, and market trends into product evolution

Stakeholder Engagement

• Partner with Customer Org and identify opportunities

• Represent the voice of the user, ensuring solutions address real operational challenges

• Communicate priorities, trade-offs, timelines, and progress clearly to stakeholders and leadership

• Build strong partnerships with engineering teams, architects, and external vendors

Roadmap & Delivery

• Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility

• Collaborate closely with engineering teams in an Agile environment to plan and deliver product releases

• Balance new feature development with platform improvements and technical debt

• Ensure smooth product delivery by managing cross-team dependencies and aligning stakeholders

Adoption & Change Management

• Partner with enablement and change management teams to drive adoption of new GTM capabilities

• Communicate product changes and new features across impacted teams

• Monitor KPIs and support