Sr. Director, IT Product Management - Post Sales and Partner Technology

Role Overview

Own the end‑to‑end technology strategy and roadmap for the Partner, Customer Success, Professional Services, and Customer Support organizations, translating business objectives into scalable, AI‑native platforms. Lead a small team of Product Managers while staying hands‑on across solutioning, architecture, and delivery.

We are looking for candidates based in Palo Alto for our hybrid working model.

• Own the Partner Center technology roadmap spanning cloud provider integrations, partner attribution & telemetry, and incentive/MDF management.
• Drive build‑vs‑buy decisions for the Partner platform in direct partnership with Partner leadership.
• Deliver solutions that support the full partner lifecycle: onboarding, co‑sell, information sharing, support, progress tracking, and program management across Resellers, Technology Partners, ISVs, and Cloud Marketplaces.
• Align partner technology with Sales, Partner Ops, and Partner Specialist workflows.

• Own the Customer Success technology stack supporting CSMs across the full customer lifecycle: onboarding, adoption, expansion, and renewal.
• Partner with Customer Success leadership to translate business objectives into scalable tooling and automation.
• Enable CSM productivity through health score visibility, account intelligence, and proactive risk alerting.
• Ensure tight integration between Customer Success platforms and Sales, Support, Billing, and Product systems.
• Drive adoption of AI‑assisted workflows for CSMs including next‑best‑action recommendations, sentiment signals, and churn risk indicators.

• Own the Customer Support technology stack to enable the support team with right tooling, including AI/agentic infrastructure, ETL/data pipelines, Workforce Management, and customer engagement tooling (chat, voice, workflow automation).
• Partner with Technical Support, Customer Success, and Professional Services to align technology investments with operational goals.
• Ensure integration with Sales, Customer Success, Billing, and Product systems through standardized APIs and data models.
• Maintain high availability, security, and compliance across all support platforms.

• Define and execute a multi‑year AI roadmap for the Partner ecosystem and Customer Support, encompassing:
  • Suggested responses and knowledge article generation
  • Case summarization and sentiment detection
  • Next‑best‑action recommendations and predictive case routing
  • Autonomous AI agents and copilots embedded in support workflows
• Architect scalable conversational AI platforms across chat, voice, and digital channels.
• Establish frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust.
• Lead the transition from reactive case management to predictive, proactive support.
• Establish governance for responsible, secure, and explainable AI deployment.

• Transform support data into a strategic asset that informs Product and business decisions.

• Drive governance and prioritization across a high‑volume requirements backlog, managing stakeholder expectations, resource constraints, and phased delivery commitments.
• Lead by influence across cross‑functional teams including Sales AEs, SAs, CSMs, Partner Ops, and engineering.
• Upskill support agents and managers in AI collaboration; partner with HR and Enablement to redefine roles in an AI‑native organization.

• 15+ years in enterprise IT or technical product management.
• Proven experience with PRM/CRM ecosystems and complex enterprise integrations.
• Prior experience building and managing partner platforms across the full partner lifecycle.
• Hands‑on familiarity with agentic AI platforms, LLM orchestration, and MCP‑based tool integrations.

• Track record of leading cross‑functional IT delivery across multiple concurrent work streams under resource constraints.
• Demonstrated hands‑on product management: prototyping, writing requirements, running discovery, and partnering directly with engineering.
• Experience owning and driving build‑vs‑buy decisions with business and finance stakeholders to…