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