Job Description
As the Staff Product Manager, Support & Services Systems, you will be the product visionary for our customer-facing and internal support tools. Your key responsibilities will include: Defining and executing a compelling product vision, strategy, and technology roadmap with our Support, Success, and Professional Services leaders. Ensuring all system enhancements and new features adhere to strict security and compliance standards, specifically understanding and addressing FedRAMP requirements within Salesforce and integrated tools. Identifying, evaluating, and integrating emerging AI and automation technologies to enhance self-service capabilities, streamline internal workflows, and proactively address customer and partner needs. Driving initiatives to continually improve both direct customer support experience and the support experience for our managed service (MSP) and service delivery partners, ensuring seamless interactions across all channels and touchpoints. Building strong relationships and collaborating effectively with cross-functional teams including IT, Support, Customer Success, Professional Services, Sales, and Security to align product initiatives with broader company goals. Partnering closely with our Support, Success, and Professional Services teams to understand their operational needs and develop solutions that increase efficiency, reduce resolution times, and improve service delivery for all stakeholders. Defining and tracking key performance indicators (KPIs) for support and services systems, using data insights to inform product decisions, measure impact, and identify areas for continuous improvement.
About Cribl
As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs.