.As Customer Success Manager your scope would consist of:Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.Act as the single point of contact for any and all sustain related items for Product & Market Leadership, building a strong working relationship.For future Product deployments, size / establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare.Interface with Product, Service Design, IT, Data Engineering and Data Science regarding customer/end-user feedback to shape future product roadmap and help drive adoption.Own the Market Change Request backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements.Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products.Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders.Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution.Frequent communication with program leadership to sustain and shape product lifecycle and requires to nimbly switch between strategic and tactical initiatives to achieve technical, and business goals.Execute IT Service Management (ITSM) processes and interact with ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty or other AIOps toolsets.Key skills and experience required:8 years of work experience, or 3-5 years of experience as a Sustain Lead / Customer Success Manager, either in CPG industry or with a Top-Tier consulting firm.The ideal Customer Success Manager will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations.The Customer Success Manager will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner
