Customer Success Manager

hace 1 mes

Miguel Hidalgo, Ciudad de México Pepsico A tiempo completo

Job Summary:

As a Customer Success Manager at PepsiCo, you will be responsible for ensuring the optimal end-user product experience by quarterbacking technical problem/incident resolution in a timely manner for all sustain issues that may arise.

Key Responsibilities:

  • 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.
  • 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.

Requirements:

  • 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.
  • A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents.
  • o9 software as a service/Integrated business planning experience, this can be either general experience or technical in nature.
  • Experience in leading high-performing teams.
  • Deep hands-on technical expertise, excellent verbal and written communication skills.
  • Sharp analytical abilities and proven process engineering skills.
  • Driving for Results: Demonstrates perseverance and resilience in the pursuit of goals. Confronts and works to resolve tough issues. Exhibits a 'can-do' attitude and a willingness to take on significant challenges.
  • Decision Making: Quickly analyzes complex problems to find actionable, pragmatic solutions. Sees connections in data, events, trends, etc. Consistently works against the right priorities.
  • Collaborating: Collaborates well with others to deliver results. Keeps others informed so there are no unnecessary surprises. Effectively listens to and understands what other people are saying.
  • Communicating and Influencing: Ability to build convincing, persuasive, and logical storyboards. Strong executive presence. Able to communicate effectively and succinctly, both verbally and on paper.
  • Motivating and Inspiring Others: Demonstrates a sense of passion, enjoyment, and pride about their work. Demonstrates a positive attitude in the workplace. Embraces and adapts well to change. Creates a work environment that makes work rewarding and enjoyable.
  • Technical Knowledge and Skills: Strong ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty, or other AIOps toolsets skillsets.

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