Sr. Product Manager, Enterprise Applications (Support & Services Systems)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not Specified

Cribl is a serious company that doesn’t take itself too seriously; we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company, we believe in empowering our employees to do their best work, wherever they are. As the data engine for IT and Security, many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs.

This role is for a Senior Product Manager passionate about elevating the customer and partner experience and driving operational excellence in support and services. You will own Cribl's Support & Services systems, a critical part of our customer lifecycle journey. You will define, prioritize, and deliver the product roadmap for Salesforce Service Cloud, Salesforce Experience Cloud, and a suite of innovative support and services technologies. You will be instrumental in optimizing customer support, customer success, and professional services operations, with a focus on how AI and automation can enhance efficiency and satisfaction for both direct customers and managed service (MSP) and service delivery partners. Experience with FedRAMP and SOX compliance is a significant advantage. This role reports to the Director of Enterprise Applications.

Responsibilities

• Support & Services Systems Strategy & Roadmap: Define and execute a compelling product vision, strategy, and technology roadmap with our Support, Customer Success, and Professional Services leaders.
• Customer & Partner Experience Optimization: Drive initiatives to continuously improve both the direct customer support experience and the support experience for our managed service (MSP) and service delivery partners, ensuring seamless interactions across all channels and touchpoints.
• AI & Automation Innovation: Identify, evaluate, and integrate emerging AI and automation technologies to enhance self-service capabilities, streamline agent workflows, and proactively address customer and partner needs.
• Operational Efficiency: Partner closely with our Support, Customer Success, and Professional Services teams to understand their operational needs and develop solutions that increase efficiency, reduce resolution times, and improve service delivery for all stakeholders.
• Technical Acumen: Possess a strong technical understanding of Salesforce Service Cloud and Experience Cloud capabilities, data models, and integration patterns. Collaborate effectively with engineering teams to translate business needs into technical requirements.
• Data-Driven Decisions: Define and track key performance indicators (KPIs) for support and services systems, using data insights to inform product decisions, measure impact, and identify areas for continuous improvement.
• Stakeholder Management: Build strong relationships and collaborate effectively with cross-functional teams including Engineering, Support, Customer Success, Professional Services, Sales, and IT to align product initiatives with broader company goals.
• FedRAMP & Compliance: Ensure all system enhancements and new features adhere to strict security and compliance standards.

Requirements

• Not Specified

Company Information

Cribl does differently. We are a serious company that doesn’t take itself too seriously; and we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are.