Manager, Software Support Services

NVIDIA • Santa Clara, CA

6d • $208,000 - $327,750

About The Position

Enterprise customers demand high quality and differentiated service options, and timely support response to meet their business demands. Our team is responsible for the Enterprise Service portfolio, developing service products focused on support, education and advisory services to ensure customer adopt, and gain immediate benefits from the NVIDIA solution. We are also responsible to identify and own the service pipeline, maintain customer satisfaction, and foster long term relationship with the customers. We are seeking an experienced Manager of Software Support Services to lead a team of senior service product managers, with a focus on AI software solutions. This role will drive the development and execution of software adoption strategies, creating compelling service offers that enable customers to successfully adopt, adapt, and implement our software. The objective is to maximize software utilization, enhance customer value, and support increased renewal rates through innovative product-led approaches. What you'll be doing: Develop and manage a team responsible for designing and delivering a series of software service products within the AI software and cloud support portfolio, with a particular focus on premium support offerings. Identify service gaps and opportunities, define product requirements and specifications, establish product strategy and positioning, and lead operational execution and performance measurement. Work with cross functional team to design and implement key metrics to monitor software onboarding, implementation, and adoption processes. Leverage data insights to inform strategic action plans and create targeted service offers that facilitate customer entry into the AI application ecosystem. Responsible to align key stakeholders, including internal technical team and external partners, to successfully launch the new services Identify areas for improvement in our software support processes and implement innovative solutions to enhance customer satisfaction

Requirements

• Results driven, capable of working in both a strategic and tactical environment, with ability to influence at all levels of the enterprise service business
• Proven experience and deep understanding of AI software, software adoption, and onboarding processes, with a strong emphasis on developing support service products that enable seamless customer implementation and drive incremental value
• Strong communication and interpersonal abilities, with a proven track record of successful collaboration with individuals from various areas of expertise, both technical and non-technical
• Ambitious and self-motivated, with a passion for staying at the forefront of technology and driving innovation
• Bachelor’s or equivalent experience in business and/or technical field
• 8+ overall years of previous experience in managing service product development.
• 4+ years of team management experience.

Nice To Haves

• Prior experience and demonstrated leadership in enterprise support services industry and understand their buying journey
• Demonstrated track record in develop launching software support services that accelerate product usage and customer value realization
• Solid knowledge of AI trends, including practical familiarity with generative AI tools
• Detailed understanding of AI software/Cloud service structures, service operations, pricing, positioning, and various routes to market
• Master’s or MBA preferred

Responsibilities

• Develop and manage a team responsible for designing and delivering a series of software service products within the AI software and cloud support portfolio, with a particular focus on premium support offerings.
• Identify service gaps and opportunities, define product requirements and specifications, establish product strategy and positioning, and lead operational execution and performance measurement.
• Work with cross functional team to design and implement key metrics to monitor software onboarding, implementation, and adoption processes.
• Leverage data insights to inform strategic action plans and create targeted service offers that facilitate customer entry into the AI application ecosystem.
• Responsible to align key stakeholders, including internal technical team and external partners, to successfully launch the new services
• Identify areas for improvement in our software support processes and implement innovative solutions to enhance customer satisfaction

Benefits

• Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
• The base salary range is 208,000 USD - 327,750 USD.
• You will also be eligible for equity and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager