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

Role Overview Own the end-to-end technology strategy and roadmap for the Partner, Customer success, Professional Services and Customer Support organizations, translating business objectives into scalable, AI-native platforms. Lead a small team of Product Managers while staying hands-on across solutioning, architecture, and delivery. We are looking to speak to candidates who are based in Palo Alto for our hybrid working model. Key Responsibilities Partner Technology • 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 Customer Success Technology • 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 Customer Support Technology • 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 AI & Automation • Define and execute a multi-year AI roadmap for Partner ecosystem and Customer Support, encompassing: • Suggested responses and knowledge article generation • Case summarization and sentiment detection • 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 Delivery & Governance • 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 Requirements Experience • 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 Leadership & Delivery • Track record of leading cross-functional IT…