Customer Success Manager: Digital Experience Leader

hace 4 semanas


Miguel Hidalgo, Ciudad de México Pepsico A tiempo completo
About the Role

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

Key Responsibilities
  • Quarterback end-user product experience by resolving technical problems and incidents in a timely manner.
  • Report sustain status to business and program leadership, including system stability and usage statistics.
  • Ensure all relevant SLAs are met, including uptime, system performance, defect resolution, and nightly data pipeline completion.
  • Act as the single point of contact for sustain-related items for Product & Market Leadership, building a strong working relationship.
  • Interface with Product, Service Design, IT, Data Engineering, and Data Science to shape future product roadmaps and 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 monitor 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.
  • Frequently communicate with program leadership to sustain and shape product lifecycles.
Requirements
  • 8 years of work experience or 3-5 years of experience as a Sustain Lead/Customer Success Manager in CPG or a Top-Tier consulting firm.
  • Highly quantitative with great judgment, able to connect dots across workstreams, and efficiently work cross-functionally.
  • Pragmatic approach to resolving software incidents, including triangulating root causes and working with external and internal teams.
  • Exceptional business relationship skills, including communicating complex technical data to non-technical stakeholders.
  • Firm understanding of SRE and ITSM processes with a track record of monitoring and triaging software incidents.
  • o9 software as a service/Integrated Business Planning experience.
  • Experience 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, Decision Making, Collaborating, Communicating and Influencing, Motivating and Inspiring Others, and Technical Knowledge and Skills.


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