Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
About the team
As a Product Services Manager (PSM) you will be a key member of the Customer Success Services organization during an exciting time of unprecedented growth. You will be responsible for evaluating market opportunities, identifying, and designing new services offerings and packages and partnering with Product, Services, Marketing and Sales to ensure service market fit, profitability and Go-To-Market Delivery.
As a PSM at Smarsh will be responsible for the roadmap for their services line or area of responsibility, and the attach rates of delivered services products. This is a truly cross functional role with high visibility that will allow the right individual to make substantial impacts throughout the business. We are in a rapid growth phase of the business that requires ‘productizing’ new and existing services to ensure well-defined repeatable offerings that are profitable, scale and deliver customer value.
Responsibilities
- The PSM is considered a trusted partner that will:
- Work closely with services functional leads on forecasting and profitability as they grow services revenue.
- Work closely with Product Managers for Smarsh technologies to align services roadmap against product strategy.
- Works horizontally across the entire Customer Success organization – support, enablement, services engineering, implementation and managed services to define services outcomes.
- Drive, and coordinate go to market for the various services offerings across the various groups - customer success, product management, sales, marketing, MIS, enablement, and delivery. They will be responsible for packaging and pricing and go to market, Sales and Marketing activities
Essential Functions
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Build and own the services product roadmap for your services area of responsibility, taking ownership for the success and failures of services attach rate, profitability and quality.
- Conduct comprehensive market research and analysis using qualitative and quantitative data to identify customer needs, competitive information and market trends.
- Develop customer-centric services products which deliver outcomes that drive revenue and monetization efforts.
- Uphold the services product vision. Define the structure, processes and set the objectives alongside the key results/metrics for the services you bring to market.
- Present GTM strategy, work product, insights, and KPIs to stakeholders to motivate and bring clarity at every level of the organization.
- Work as a trusted cross functional partner to create multi-platform, scalable services outcomes and successfully deliver to market.
- Effectively coordinate cross-functional work teams towards a defined outcomes & integrated enablement, delivery, and sales & marketing plans for those services offerings release.
- Align with product platform roadmaps to understand the impact to field delivery approaches and identify those services offerings that may need to be created or updated.
- Grow the Professional Services book of business. Key metrics will be Bookings (ARR/NRR), Revenue and Margin, attach and adoption of the offerings.
- Provide mentorship, guidance, and feedback to junior Associate Product Managers on the team.
- This position will have a strong entrepreneurial and forward-thinking services offering mindset along with deep product and technical background to produce and deliver to a concrete services strategy and roadmap. You will be supported by collaboration partners across Services, Product, sales, marketing and BU stakeholders to drive to outcomes that deliver value. Smarsh is a global, fast moving organization which is reflected by our work hours with a geographically diverse client base. In this high-visibility role, you will be expected to work and present to the product management director based in the UK and C-Staff present in the US with leadership based across UK, US, India, Costa Rica, and other geos as required.
Education and Experience
- Required Experience: 8+ years
- B.Tech/BSC/ BE and MBA or entrepreneurial experience
- At least 5 years of prior product manager or services offering manager role
- 3+ years of experience in compliance and regulatory needs for financial services
- Competency in analyzing financial statements for business units, experience in data analytics a plus
- Strong familiarity with professional services for top-tier institutions
- Excellent interpersonal skills
- Will have experience of service lifecycle, building service market fit and service launch
Additional Eligibility Qualifications
- Highly organized with a strong ability to prioritize
- Excellent oral and written communication skills with the ability to influence others internally and externally
- Ability to manage multiple product initiatives and numerous customers and stakeholders with various requirements
- Experience in Project Management and dealing with customer data
- Critical thinking skills and ability to adapt to rapid program changes
- Demonstrate conduct reflecting high level of discretion and confidentiality
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
