Product Enablement Manager

Job Description

Company Overview

Riverbed enables organizations to maximize performance and visibility for networks and applications, so they can overcome complexity and fully capitalize on their digital and cloud investments. The Riverbed Network and Application Performance Platform enables organizations to visualize, optimize, remediate and accelerate the performance of any network for any application. The platform addresses performance and visibility holistically with best-in-class WAN optimization, network performance management (NPM), application acceleration (including Office 365, SaaS, client and cloud acceleration), and enterprise-grade SD-WAN. Riverbed’s 30,000+ customers include 99% of the Fortune 100.

About this Position

TITLE: Product Enablement Manager

LOCATION: Cambridge, MA, or San Francisco, CA. or Durham, NC.

Global Customer Success at Riverbed Technology is all about giving customers the very best experience with our products and solutions, driving their desired business outcomes, and enabling them to succeed.

This role requires strong communication, prioritization and organization skills, experience with analytics and reporting, and a deep understanding of how product development and support teams can effectively collaborate to deliver an amazing customer experience.

As a member of the Riverbed Global Customer Success team, the Product Enablement Manager is responsible for the following key areas of activity:

• You will represent the voice of the customer (VOC) to internal stakeholders and decision-makers, including Product Management, Engineering, Design, and Marketing
• You will cultivate strong partnerships with functional leaders as an embedded member of a product workstream in order to facilitate two-way communication about customer pain points
• You will partner with Product Management to set meaningful, customer-focused goals and initiatives in order to improve the product experience and scale our support operations
• You will directly influence product and engineering decision-makers to deliver the best possible product quality and user experience in a data-driven and highly actionable manner
• You will assist in forecasting future product trends and provide input into support resourcing
• You will triage, document, and prioritize customer pain points to fix bugs, improve support tooling, and close process gaps
• You will enable product health and performance by reporting on key metrics and trends
• You will identify Customer Success wins and customer use cases to drive into Marketing

Requirements

• 5+ years of industry experience, working directly with product/engineering in a VOC or similar role as part of a Customer Success / Support team
• 5+ years of experience and demonstrable expertise with:
  • CRM software (Salesforce)
  • Analytics/reporting tools (Tableau/SFDC reports/Oracle)
  • Bug-tracking/project management tools (Jira/Confluence)
• Effective at collaborating and building consensus across teams and organizations
• Excellent writing and verbal communication skills across the range of audiences from executive to technical engineer
• Self-starter that identifies opportunities and creates effective change without waiting to be told what to do

About Riverbed

Riverbed offers a rewarding experience of working with the best minds in the industry, delivering exceptional network performance and visibility for any application. We are proud of our great culture that continuously fosters innovation, collaboration, and diverse work environments. We remain committed to attracting, developing, and retaining the most diverse group of talent to better serve our customers.

Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.

Check us out on:www.riverbed.com@LifeAtRiverbed

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