Rackspace

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Senior Product Strategist - Fanatical Experience

Senior Product Strategist - Fanatical Experience

Req # 
37153
Location(s) 
US-TX-San Antonio
Category 
Product Managment

Job Overview

Overview & Responsibilities

Delivering Fanatical Experience across technology, workloads, applications, verticals, and platforms is critical for GTM acceleration & productivity. Explore a rare opportunity to help define and accelerate Fanatical Experience at Rackspace with a specific focus on productizing Fanatical Support. You will leverage your deep technology and service expertise, understanding of customer needs, and knowledge of customer support need states to expand and elevate the Fanatical Support offer in the market. Your top priority must be “what’s best for the customer and Rackspace as a whole”, not “what’s best for an individual product.”The Sr. Product Manager – Fanatical Experience will be responsible for standardizing and productizing service levels across the product portfolio. This leader will drive the overall commercial success of these services and own implementation across legal, sales, pricing, marketing, support, etc. He or she will collaborate across product/platform engineering, marketing, sales, Professional Services, GTS, GDCI, market research, and management teams as well as external partners to define customer requirements, the services roadmap, and the product marketing strategy and deliverables.

 

The Sr. Product Manager – Fanatical Experience will report to the VP, Fanatical Experience in the Product and Operations organization

 

  • PRIMARY RESPONSIBILITY:

    • Define the market opportunity, business case and description for specific service offers
    • Translate customer issues and use cases into service requirements to enable the organization to deliver Fanatical Services
    • Validate services concept with buyers in partnership with Market Intelligence team
    • Develop a Fanatical Experience service roadmap and enhancement prioritization/rationale in conjunction with Product Engineering, GTS, Service Delivery, and GDCI, if applicable
    • Monitor service level adoption and utilization in order to optimize features/functionality
    • Partner with finance and GTM ops organizations to develop and monitor service pricing, profitability, growth rates, gaps to market, pipeline health, and sales forecasts
    • Partner with the Product Marketing teams to develop solution messaging, positioning, value proposition, and routes to market based on service levels, customer needs and pain points
    • Partner with the Product Marketing teams to enable marketing and sales through sales collateral, training sessions, call scripts, web content, solution expertise, etc.
    • Provide differentiated value to sales teams prior to procurement to influence RFP requirements
    • Maintain current knowledge of industry best practices and IT standards globally for top 3-5 workloads and applications with regard to services
    • Envision future requirements and trends to align to product strategy

     

 

Qualifications

KNOWLEDGE/SKILLS/ABILITY: 

  • Deep expertise and understanding of the cloud technology industry including trends, buying behaviors, processes and requirements across critical workloads
  • Solid working understanding of the value proposition for each cloud and hosting product
  • Ability to communicate and lead cross functionally across the organization without a reporting structure
  • Solid business and financial acumen
  • Demonstrated ability to influence across organizations and implement programs across multiple teams
  • Critical and systemic thinker able to develop strategies that achieve commercial and business results
  • Ability to develop strong working relationships with cross-functional leaders, executives, operations, finance, marketing and sales team members
  • Demonstrated track record of strong leadership.  Excellent communication skills are critical. 
  • Must be able to collaborate and influence in a global, matrix environment to effectively balance Regional and functional priorities for win-win results. 

 

KEY METRICS:  

  • Achieving roadmap delivery dates
  • Productization of good/better/best service levels
  • % of customers using each of the Rackspace service levels
  • Fanatical Services view of NPS scores
  • Fanatical Services view of bookings metrics

 

EXPERIENCE/EDUCATION:  

  • 5+ years experience in high tech/cloud industry required with progressive responsibilities and proven results
  • 3+ years in product management, solution architect, technical sales, or business development function
  • Experience in customer service, sales, or account management preferred
  • Bachelor's degree in Marketing, Business, Engineering, or related curriculum
  • MBA a plus