Service Product Manager - GPU Services

Overview

Enterprise customers demand high quality and differentiated service options, and timely support response to meet their business demands. Our team is responsible for the Enterprise Service portfolio, developing products for technical support, training services and advisory services to ensure customers can adopt, and gain immediate benefits from the NVIDIA solution. We are also responsible to identify and own the service pipeline, maintain customer satisfaction, and foster long term relationship with the customers.

We are seeking an experienced Service Product Manager to lead and expand our enterprise support services portfolio with a focus on GPU-Premium Service design and development. This role will drive the development and execution of GPU extended warranty and repair services, among others, creating compelling service offers that enable customers to successfully adopt, adapt, and implement our software. The objective is to improve customer GPU lifecycle, enhancing customer value.

• Develop GTM strategy for new GPU Value-added service offerings including Positioning, Pricing, RTM, Enablement, and benchmarks with a particular focus on delivering premium and innovative support offerings. These services are developed to improve product value for our customers.
• Identify service gaps and opportunities, define product requirements and specifications, and lead operational execution and performance measurement.
• Work with a cross functional team to develop and implement important measurements to monitor service sales, onboarding, implementation, and adoption processes.
• Manage a portfolio of services by tracking key performance indicators (KPIs). Deliver regular business updates on the portfolio via quarterly business inspection (QBI) meetings. Leverage data insights to inform strategic action plans and create targeted service offers that support our customer ecosystem.
• Responsible to align key stakeholders, including internal technical team and external partners, to successfully launch the new services.
• Identify areas for improvement in our GPU support processes and implement innovative solutions to enhance customer satisfaction, with both proactive and reactive metrics of success.

• Bachelor’s or equivalent experience in business and/or technical field.
• 8+ years of previous experience in product management and/or a service-related field.
• Solid understanding of the NVIDIA Partner Ecosystem including Solution Providers, ISVs, Cloud Services Partners (CSPs), Neo-Cloud Partners (NCPs) and GSIs.
• Proven experience and deep understanding of service logistics, key processes supporting service logistics and repair, with a strong emphasis on developing support service products that enable seamless customer implementation and drive incremental value.
• Results driven, capable of working in both a strategic and tactical environment, with ability to influence all levels of the enterprise service business.
• Strong communication and interpersonal abilities, with a track record of successful collaboration with individuals from various areas of expertise, both technical and non-technical.
• Ambitious and self-motivated, with a passion for staying at the forefront of technology and driving innovation.

• Prior experience and demonstrated leadership in enterprise support services industry, business development, product management, or partner services along with understanding their buying journey
• Demonstrated track record in develop launching software support services that accelerate product usage and customer value realization
• Solid knowledge of AI trends, including practical familiarity with generative AI tools
• Strategic understanding of warranty, logistics, product fulfillment and repair flows, service structures, service operations, pricing, positioning, and various routes to market
• Master’s or MBA preferred

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