Customer Success Operations Application Portfolio Manager

The Customer Success Operations Application Portfolio Manager is focused on industry trends & best practices in a functional area (Customer Success Management & Renewals).  They work with functional leadership to identify business transformation opportunities and connect those opportunities with industry trend solutions to create a portfolio roadmap.  The Customer Success Operations Application Portfolio Manager is responsible for working with leadership to develop the business case for technology, lead business analysis & solution design for the technology and associated process transformation.  They oversee the solution development & deployment, and lead various functional leaders and teams through the business transformation to achieve improved business performance. 

Responsibilities: 

Industry Scanning & Best Practice Assessment (15%) 

• Engage in external research to understand evolving technology and process trends and best practices for an area; develop landscape analysis of the applications developing in an area. 

• Provide direct advice to business leaders to influence their POV on how technology in their functional area will evolve, driving change in their business. 

 Business Opportunity Assessment & Business Case Development (15%)  

• Partner with Business leaders to identify complex business issues in a functional area (ex:  Vertical Customer Success) and identify potential technology facilitated transformation opportunities. 

• Work with functional leadership to shape high priority work, identify the ROI/business case for associated technical work; identify and articulate sources of customer value from business processes, data & advanced analytics. 

 Road Map Development & Business Analysis (25%)  

• Develop the application roadmap for an area, based on both technology strategy and business strategy; decompose roadmap into phases and steps to realize value.  

• Identify specific process needs, gaps and pain points and correlating process or technical projects for an area, aligned with strategic roadmap. 

• Lead complex business analysis to design solutions for the more complex business issues, while partnering with business analyst team members as they develop less complex or broader business analysis for process and/or technology solutions. 

System Development & Delivery (30%)

• Identify desired system features and functional requirements and generate feedback through internal and (as relevant) external customer consultation. 

• Oversee user design for a technology solution, maximizing user experience.  

• Oversee development, testing, integration, and implementation of technical solutions for an area.  Ensure that system/features produced are production ready, scalable, and designed for easy support. Prioritize and address technical issues during product testing and rollout. 

• Ensure that products run well in production, and that production issues are quickly resolved.