Product Manager, Customer Success

SMG's Global Customer Success (GCS) is a worldwide team which effectively partners with all Intel business units to provide a full range of customer support that spans the lifecycle for Intel's products, programs, and services. Our global services are scalable to meet the needs of every customer from the single end user to the large-scale distributors and original equipment manufacturers. These services include design-in testing tools, pre-sales tech enablement, program, and event management, to post sale technical support and warranty (ICS) for all Intel branded products, programs, and services.

We are seeking a highly skilled and experienced Product Manager to join our team of support professionals as we work to design and deliver the next generation of service offerings to our customers. In this role, you will take on strategic leadership responsibilities as you orchestrate cross-functional teams and activities to design support service offerings that provide new revenue streams for Intel and deliver high-value outcomes for our customers. Your expertise in creating paid plans and your ability to establish cross-functional infrastructure and alignment will be crucial in bringing these offerings to market successfully.

Responsibilities

• Conduct market research to identify customer needs and industry trends and incorporate them into the development of service offerings.
• Define scalable collaborative processes for the introduction of new service offerings.
• Develop and execute a comprehensive services monetization strategy that aligns with the company's overall business objectives.
• Accountable for service offering definition, creation, evolution, maintenance and go to market readiness.
• Monitor and analyze key performance metrics to assess the success and effectiveness of service offerings, making data-driven recommendations for improvements.
• Create and manage technical support and success offerings, professional and technical services packages for our SaaS and hardware products.
• Collaborate with cross-functional teams, including Sales, Marketing, Product Management, and Engineering, to ensure alignment and successful go-to-market strategies.
• Stay updated on industry best practices and emerging trends related to new service offerings and incorporate them into the company's strategies and offerings.
• Define pricing models, packaging options, and value propositions for different service offerings.
• Work closely with the Sales team to provide training and support materials that highlight the value and benefits of the service offerings.
• Work to modify, enhance, or sunset service offerings based on the performance in the portfolio.

A Successful Candidate Will Demonstrate

• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Results-oriented mindset, with a track record of successfully launching and monetizing service offerings.
• Excellent communication and presentation skills, with the ability to effectively convey complex concepts to both technical and non-technical stakeholders.
• Strong market analysis skills with a deep commitment to customer outcomes
• Excellent project management skills, with the ability to lead cross-functional teams and manage multiple initiatives simultaneously.
• Strong understanding of customer support processes, customer success methodologies, and professional services offerings.
• Strong influencing skills with a track record of successfully collaborating with sales, marketing, and product/solutions teams to integrate service offers.

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
This Position is not eligible for Intel immigration sponsorship
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Minimum Qualifications

• 6+ years of combined experience in either of the following areas:
• 6+ years of experience with the following: service offerings, product management, customer support/success, or other project/program management related role.
• Bachelor's degree in Business, Marketing, or a related field.
• Experience as a Product Manager, with a focus on developing, delivering, managing and/or supporting XaaS services products.
• Familiarity with the SaaS and hardware industries, including knowledge of industry trends and competitive landscape.
• Experience in defining pricing models, packaging options, and value propositions for paid plans.

Preferred Qualifications

• MBA
• Experience with agile product management through the full lifecycle: strategy, development, launch, and optimization

Inside this Business Group

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Other Locations

US, OR, Hillsboro; US, TX, Austin; US, AZ, Phoenix

Covid Statement

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

Annual Salary Range for jobs which could be performed in US, California: $136,750.00-$232,630.00

• Salary range dependent on a number of factors including location and experience

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.
In certain circumstances the work model may change to accommodate business needs.