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>We are seeking a highly motivated Support Portfolio Manager to support the development, management, and growth of our Customer Success, and Support Services portfolio. This role is ideal for an early-career professional who is passionate about technology, customer experience, and business strategy.</p> <p>The Support Portfolio Manager will work closely with cross-functional teams including Support Delivery, Customer Success, Sales, Marketing, Finance, and Product Management to help define our offerings, analyze business performance, and improve customer outcomes.</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">Job Requirements</H2> </div><div><p><strong>Portfolio Management</strong></p> <ul> <li>Support development and lifecycle management of service offerings</li> <li>Assist in defining service packages, pricing models, and GTM materials</li> <li>Maintain service catalogues, documentation, and knowledge repositories</li> </ul> <p><strong>Business Analysis</strong></p> <ul> <li>Analyse service adoption, revenue, profitability, and customer satisfaction metrics</li> <li>Develop dashboards and reports to track portfolio performance</li> <li>Conduct market and competitive research to identify trends and opportunities</li> </ul> <p><strong>Customer Experience</strong></p> <ul> <li>Gather feedback from customers, sales, and delivery teams</li> <li>Identify opportunities to improve onboarding, adoption, and support experience</li> <li>Participate in customer interviews and feedback sessions</li> </ul> <p><strong>Cross-Functional Collaboration</strong></p> <ul> <li>Partner with Support Delivery, Customer Success, Sales, Product, and Marketing teams</li> <li>Coordinate launches of new service offerings</li> <li>Support enablement content and internal communications</li> </ul> <p><strong>Process Improvement</strong></p> <ul> <li>Drive initiatives to enhance operational efficiency and service scalability</li> <li>Document business requirements and workflows</li> <li>Contribute to transformation and automation projects</li> </ul> <p><strong>Key Competencies</strong></p> <ul> <li>Customer-first mindset</li> <li>Analytical thinking</li> <li>Business acumen</li> <li>Communication and storytelling</li> <li>Collaboration and teamwork</li> <li>Curiosity and continuous learning</li> <li>Project management fundamentals</li> </ul> <p><strong>What You’ll Learn</strong></p> <ul> <li>Services portfolio strategy and lifecycle management</li> <li>SaaS and subscription business models</li> <li>Pricing and packaging of service offerings</li> <li>Customer success and support operations</li> <li>Cross-functional product management skills</li> <li>Executive-level business communication</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</H2> </div><div><ul> <li>Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, Marketing, or a related field.</li> <li>4–8 years of experience in Product Management, Consulting, Customer Success, Professional Services, Operations, or similar roles.</li> <li>Strong analytical and problem-solving capabilities.</li> <li>Excellent written and verbal communication skills.</li> <li>Proficiency in Microsoft Excel, PowerPoint, and data analysis tools.</li> <li>Ability to manage multiple priorities in a fast-paced, dynamic environment.</li> </ul> <p><strong>Preferred:</strong></p> <ul> <li>Project experience in technology, SaaS, cloud, or enterprise software.</li> <li>Familiarity with customer success, support services, or professional services business models.</li> <li>Experience with tools such as Salesforce, Tableau, Power BI, Jira, or Confluence.</li> <li>Understanding of subscription and recurring revenue business models.</li> </ul></div></div></div>