Customer Success Manager

hace 1 semana

Xico, México Pepsico A tiempo completo
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at PepsiCo. As a key member of our digital product team, you will be responsible for ensuring the optimal end-user product experience and resolving technical issues in a timely manner.

Key Responsibilities
  • 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.
  • 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. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.
  • A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.
  • Experience in leading high-performing teams.
  • Deep hands-on technical expertise, excellent verbal and written communication skills.
  • Sharp analytical skills.

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