.EmailOverviewWe Are PepsiCo. Join PepsiCo and Dare for Better! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place. Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years. A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.ResponsibilitiesThe Opportunity: PepsiCo's Product Delivery team, as part of the Digital Products and Services (DPS) organization, delivers and sustains digital products across Strategy and Transformation's core priorities to accelerate PepsiCo's digital transformation. One of the key remits of the Customer Success team within the organization is to drive adoption and operational excellence of digital products by ensuring an optimal end-user experience through timely resolution of incidents and application downtime.Your Impact as IBP Customer Success Manager: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, including System Stability and Usage Statistics, as well as updates on the Change Request Backlog.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 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
