The Professional Services Product Manager (PSPM) is the primary liaison between Professional Services (PS) and a product Business Unit (BU). There will be several PSPMs working for different BUs. Some will be dedicated to a single BU, others will cover two (or maximum three) BUs, depending on size. The PSPM provides a Services point of influence into the strategic business plans for new and existing products and a conduit for the BU to provide updates to PS. Working closely with Product Management, Engineering, Product Marketing, GSS, PS, PS Engineering (PSE), Customer Success, RACE and Operations leadership, the PSPM drives service planning to maximize customers' ability to quickly and successfully consume VMware technology. The PSPM works end-to-end, helping shape and market the services that PSE develop and PS sell and deliver.
The PSPM will be considered an extended member of the BU leadership team and will work equally with BU and PS stakeholders to ensure alignment and cohesion.
Ideal candidates have a demonstrated ability to lead collaborative, data-driven business planning efforts and are outstanding in relationship-building & stakeholder engagement. He/she is entrepreneurial, enjoys working with technical teams, can easily distill which factors are important, is a self-directed learner and has a demonstrated passion for customer success.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Lead the alignment of service planning and readiness between PS and BU. Serve as single point of accountability for roadmap alignment. Manage process & stakeholders to meet corporate planning timelines and deliverables.
Drive the development of fact- and data-based capacity models, investment plans, operational metrics and targets to ensure PS has adequate resources to deliver against BU product adoption goals.
Responsible for BU/PS interlock in annual planning cycles. Ensure PS plans support BU goals and are achievable. Liaise with PS geo leadership to implement plans to support global interlock plan.
Work with PS leadership to ensure sufficient resources exist to support BU objectives.
Work with RACE to implement enablement plans that provide the right level of skills to support BU and customer objectives
Provides single view of PS and customers to BU. E.g. skills and capacity; project staffing lead times; product issues; project escalation and resolution; etc
Understand market and customer requirements to drive business insights and identify opportunities for PS evolution. Partner with BU to develop strategies to manage shifts. E.g. to aaS pricing & monetization strategy.
Responsible for balancing investment in cost of service/scale initiatives with market penetration goals that change throughout a product's lifecycle.
Collate, synthesize and present PS feedback to BU leadership to help inform and shape opinion on customers' use of products and associated challenges / opportunities for improvement
Coordinate product updates from BU to PS stakeholders globally so PS are uniformly made aware of product roadmap, value proposition, issues, tips, etc
Demonstrated ability to influence across several functions to achieve results
Ability to create environment of collaboration and win/win for BU and PS
Ability to drive data-based decisions and business justifications
Outstanding written and verbal communication skills
Strong presentation skills and presence in front of executive stakeholders
Knowledge of product lifecycle, new product launch readiness process, service lifecycle planning and product management strongly preferred
Sufficient subject matter expertise in the relevant products to be able to be credible with BU and PS stakeholders
Ability and desire to quickly learn new technology and products
Experience and knowledge of customer requirements and challenges
MEASURES OF SUCCESS
Trusted advisor and "one-stop-shop" for all PS matters for a BU
Pervasive air of collaboration, partnership and trust exists between PS and BU
High quality, aligned business plan exists between PS and BU
Reporting against key business metrics (e.g. revenue, deployments, etc) is defined, produced and is "single source of truth" for both BU and PS
Sufficient capacity of skilled, experienced resources exists in PS field teams to support BU objectives
Channels and vehicles for consistent, homogenized feedback from PS to BU exist and are used by PS field teams
Channels and vehicles for BU updates to PS field teams exist and are in use
Education: Bachelors (Tech) or equivalent, MBA preferred
Experience: 8-12 Years
Travel: Expected to work with BU and PS leadership both in HQ and field locations. Up to 50% travel.
Location: Palo Alto preferred, other locations considered