About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Summary</H2> </div><div><p> </p> <p><span style="font-family:arial, helvetica, sans-serif">You will be the primary architect of the "Digital & AI Success experience” across the post-sales customer lifecycle. Acting as the strategic bridge between the Customer Success organization and IT, you will identify high-impact opportunities for AI integration, translate those into functional requirements, and ensure the IT delivery teams build solutions that drive real value for our customers.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Key Responsibilities</H2> </div><div><p> </p> <p><span style="font-family:arial, helvetica, sans-serif">1. <strong>Strategic AI Identification & Prioritization</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Proactively identify where AI, Generative AI, and automation can solve customer friction points (e.g., automated onboarding, predictive support, or intelligent self-service)</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Define the expected ROI and customer impact for every proposed AI initiative</span></li> </ul> <p><span style="font-family:arial, helvetica, sans-serif"><strong>2. Requirement Architecture & Design</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Take high-level business goals from the Senior Director and break them down into detailed Business Requirement Documents (BRD) and User Stories</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Work with UX/UI designers and IT architects to ensure the "Digital Journey" feels seamless, not robotic</span></li> </ul> <p><span style="font-family:arial, helvetica, sans-serif"><strong>3. IT & Engineering Orchestration</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Serve as the "Voice of the Customer" within IT sprint cycles. You are the person IT looks to for clarification on priority and functionality</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Lead refinement sessions with engineering teams to ensure technical specifications align with the original Customer Success vision</span></li> </ul> <p><span style="font-family:arial, helvetica, sans-serif"><strong>4. Roadmap & Value Realization</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Manage the digital backlog, balancing "quick wins" with long-term infrastructure plays</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Establish the KPIs for AI initiatives and report back to leadership on whether the solution is successfully delivering the intended value</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education and Experience</H2> </div><div><p> </p> <ul> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Typically requires 15+ years in Product Management, Business Analysis, or Digital Strategy roles that sit between Business and Tech</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Strong conceptual understanding of LLMs, Machine Learning, and Data Workflows</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Proven track record of delivering enterprise-scale digital transformation initiatives and Strong technology acumen: Open AI, Cloud CX solutions, Omni-Channel Strategy, Customer Ramp, Journey Analytics</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">High "Technical Translation" ability in taking complex Customer problems and turning them into logic-based requirements</span></li> </ul></div></div></div><p>Compensation:<br>The target salary range for this position is 215,900 - 338,800 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off, various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process. </p>