Sr. Director, IT Product Management - Post Sales and Partner Technology

We are looking to speak to candidates who are based in Palo Alto for our hybrid working model.

- Own the Partner Center technology roadmap spanning cloud provider integrations, partner attribution & telemetry, and incentive/MDF management

- Drive build-vs-buy decisions for the Partner platform in direct partnership with Partner leadership

- Deliver solutions that support the full partner lifecycle: onboarding, co-sell, information sharing, support, progress tracking, and program management across Resellers, Technology Partners, ISVs, and Cloud Marketplaces

- Align partner technology with Sales, Partner Ops, and Partner Specialist workflows

- Own the Customer Success technology stack supporting CSMs across the full customer lifecycle: onboarding, adoption, expansion, and renewal

- Partner with Customer Success leadership to translate business objectives into scalable tooling and automation

- Enable CSM productivity through health score visibility, account intelligence, and proactive risk alerting

- Ensure tight integration between Customer Success platforms and Sales, Support, Billing, and Product systems

- Drive adoption of AI-assisted workflows for CSMs including next-best-action recommendations, sentiment signals, and churn risk indicators

- Own the Customer Support technology stack to enable customer support team with right tooling, including AI/agentic infrastructure, ETL/data pipelines, Workforce Management, and customer engagement tooling (chat, voice, workflow automation)

- Partner with Technical Support, Customer Success, and Professional Services to align technology investments with operational goals

- Ensure integration with Sales, Customer Success, Billing, and Product systems through standardized APIs and data models

- Maintain high availability, security, and compliance across all support platforms

- Define and execute a multi-year AI roadmap for Partner ecosystem and Customer Support, encompassing:

- Next-best-action recommendations and predictive case routing

- Autonomous AI agents and copilots embedded in support workflows

- Architect scalable conversational AI platforms across chat, voice, and digital channels

- Establish frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust

- Lead the transition from reactive case management to predictive, proactive support

- Establish governance for responsible, secure, and explainable AI deployment

- Transform support data into a strategic asset that informs Product and business decisions

- Drive governance and prioritization across a high-volume requirements backlog, managing stakeholder expectations, resource constraints, and phased delivery commitments

- Lead by influence across cross-functional teams including Sales AEs, SAs, CSMs, Partner Ops, and engineering

- Upskill support agents and managers in AI collaboration; partner with HR and Enablement to redefine roles in an AI-native organization

- 15+ years in enterprise IT or technical product management

- Proven experience with PRM/CRM ecosystems and complex enterprise integrations

- Prior experience building and managing partner platforms across the full partner lifecycle

- Hands-on familiarity with agentic AI platforms, LLM orchestration, and MCP-based tool integrations

- Track record of leading cross-functional IT delivery across multiple concurrent workstreams under resource constraints

- Demonstrated hands-on product management: prototyping, writing requirements, running discovery, and partnering directly with engineering

- Experience owning and driving build-vs-buy decisions with business and finance stakeholders to conclusion

- Strong executive communication skills; able to present defensible technology recommendations to CIO and CCO-level leadership