Sr. Product Manager, Enterprise Applications (Support & Services Systems)

Why You'll Love This Role

Are you a product manager passionate about elevating the customer and partner experience and driving operational excellence in support and services? Do you have a knack for leveraging cutting-edge technology, including AI, to revolutionize how companies serve their customers and enable their partners? We are seeking a talented and experienced Senior Product Manager to own our Support & Services systems, a critical part of our customer lifecycle journey.

In this pivotal role, you will define, prioritize, and deliver the product roadmap for our Salesforce Service Cloud, Salesforce Experience Cloud, and a suite of innovative support and services technologies, including SupportLogic, MarkPrompt and others. You will be instrumental in optimizing our customer support, customer success, and professional services operations, with a particular focus on how AI and automation can enhance efficiency and satisfaction for both our direct customers and our managed service (MSP) and service delivery partners. Given our commitment to security and compliance, experience with FedRAMP and SOX compliance is a significant advantage. This role reports to the Director of Enterprise Applications and offers a unique opportunity to directly impact our customer relationships and contribute to our company’s growth. 

As An Active Member Of Our Team, You Will...

• Support & Services Systems Strategy & Roadmap: Define and execute a compelling product vision, strategy, and technology roadmap with our Support, Customer Success, and Professional Services leaders.
• Customer & Partner Experience Optimization: Drive initiatives to continuously improve both the direct customer support experience and the support experience for our managed service (MSP) and service delivery partners, ensuring seamless interactions across all channels and touchpoints.
• AI & Automation Innovation: Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities, streamline agent workflows, and proactively address customer and partner needs.
• Operational Efficiency: Partner closely with our Support, Customer Success, and Professional Services teams to understand their operational needs and develop solutions that increase efficiency, reduce resolution times, and improve service delivery for all stakeholders.
• Technical Acumen: Possess a strong technical understanding of Salesforce Service Cloud and Experience Cloud capabilities, data models, and integration patterns. You will collaborate effectively with engineering teams to translate business needs into technical requirements.
• Data-Driven Decisions: Define and track key performance indicators (KPIs) for support and services systems, using data insights to inform product decisions, measure impact, and identify areas for continuous improvement.
• Stakeholder Management: Build strong relationships and collaborate effectively with cross-functional teams including Engineering, Support, Customer Success, Professional Services, Sales, and IT to align product initiatives with broader company goals.
• FedRAMP & Compliance: Ensure all system enhancements and new features adhere to strict security and compliance standards, specifically understanding and addressing FedRAMP requirements within Salesforce and integrated tools.
• Vendor Management: Work with external vendors for key technologies, ensuring optimal utilization and strategic alignment.
• We are a remote-first company and work happens across many time-zones – you may be required to occasionally perform duties outside your standard working hours.
  
  

If You've Got It - We Want It

• 3+ Years of Product Management Experience: A minimum of 3 years of progressive product management experience, with a significant focus on customer support, customer success, or professional services systems in a SaaS environment.
• Salesforce Expertise: Deep functional and technical understanding of Salesforce Service Cloud, including case management, knowledge, chat, and service console. Experience with Salesforce Experience Cloud required.
• Partner Support Acumen: Demonstrated experience in building and optimizing systems that facilitate excellent support experiences for managed service partners (MSPs) and other service delivery partners. You understand the unique needs and workflows of partners interacting with support.
• Emerging Technology Enthusiast: Demonstrated interest in and understanding of emerging technologies in the customer service space, particularly AI-driven solutions (e.g., AI agents, conversational AI, intelligent search).
• Business Process Mastery: Strong understanding of customer support, customer success, and professional services business processes, and the ability to identify pain points and develop technological solutions for both direct customers and partners.
• Technical Collaboration: Proven ability to work effectively with engineering teams, translating business requirements into technical specifications and participating in design discussions.
• Analytical Mindset: Excellent analytical skills, with the ability to define metrics, analyze data, and make informed, data-driven product decisions.
• Communication & Influence: Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly to diverse audiences and influence stakeholders at all levels.
• Problem-Solver: A proactive and resourceful problem-solver who can navigate ambiguity and drive solutions from concept to launch.
• Experience with FedRAMP or other highly regulated compliance environments.
• Familiarity with Gainsight and/or Mavenlink functionalities, even if you won't be administering them directly.
• Proficiency with Microsoft Excel for analysis. 
• Prior experience scaling support and services systems in a high-growth SaaS company.
• Basic understanding of integration frameworks, RESTful APIs
• Experience with other tools in our tech stack, such as Celigo for integrations.
• A strong passion for customer satisfaction and service excellence.
• Good jokes, or maybe better, bad jokes
• A love for goats
  
  

Salary Range ($110,000 - $140,000)

The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience.  In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.

#LI-KJ1