Responsibilities
- Serve as the main liaison between Customer Success & Support and internal technology units, ensuring business requirements are clearly understood, prioritized, and communicated
- Break down operational workflows and business needs into clear system specifications, including Jira epics, user stories, and actionable tasks
- Manage and update the roadmap for Customer Success, Subscription Renewals, and Support capabilities in close collaboration with technology teams
- Identify, define, and advocate for automation initiatives involving workflow tools, conversational AI, and AI agents to enhance team productivity
- Collaborate with leadership in Customer Success and Support to uncover inefficiencies and opportunities for system-driven improvements
- Lead discussions on roadmap priorities by weighing business value, technical constraints, and strategic goals set by executive leadership
- Coordinate recurring meetings with technology teams to track backlog status, sprint progress, and key delivery milestones
- Convert high-level or unclear business requests into detailed, actionable documentation for technical implementation
- Track the progress of roadmap initiatives and report on status, risks, and results to senior leaders in customer-facing functions
- Build and sustain strong cross-functional relationships across Customer Success, Support, BizApps, ePMO, Sales, and Finance
- Act as a technical expert on platforms used by customer teams, including CRM systems, workflow automation tools, and AI-based solutions
- Advise on technology choices, platform setups, and process adjustments that impact customer operations
- Define and track OKRs and performance metrics to evaluate the impact of implemented capabilities on business goals
Work Arrangement
Remote (Worldwide) — United States
Team
Reports to the Chief Customer Officer; serves as liaison between Customer Success & Support and internal technology teams (BizApps and ePMO); may evolve to include direct team leadership.
