Director, Customer Success Product Manager
Job Posting for Director, Customer Success Product Manager at Pfizer
Why Patients Need You
Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.
Role Summary
The Customer Success (CS) Product Manager is a member of the Enterprise Platforms & Security (EP&S) Digital Hosting Solutions (DHS) Team, responsible for execution of GRaDEM-specific EP&S priorities while maintaining the conceptual and technical integrity of the products consumed by GRaDEM.
The GRaDEM Digital Creation Center represents the R&D, Global Product Development, Safety, Regulatory and Medical business lines. The CS Product Manager will have full EP&S accountability for the end-to-end customer experience for each of those areas, including the financial outcomes associated with the GRaDEM portfolio for EP&S.
The CS Product Manager will maximize the value realized by GRaDEM in the use of EP&S products and services through both efficient delivery of requested capabilities, and the proactive identification of opportunities to improve how existing capabilities are utilized.
This individual will forge strong relationships within the GRaDEM community and be seen as a trusted value partner who advocates for the priorities of the GRaDEM mission, while acting in the best interest of GRaDEM to mitigate risks, decrease cycle time, increase system availability, reduce costs, and improve experiences.
The CS Product Manager will drive alignment to strategic EP&S products and services and influence the use of technology within GRaDEM to maximize value. Additionally, the role will lead a solution design practice focused on modern technology design and well-integrated solutions across the EP&S product catalog.
The CS Product Manager has a strong understanding of modern infrastructure and application platforms and is adept at translating business outcomes into technology requirements. This role provides an exciting opportunity to be on the forefront of Digital Innovation.
How You Will Achieve It
- Lead the GRaDEM Customer Success Team, an Agile squad consisting of defined matrix relationships with various EP&S technology practice areas.
- Assure that what EP&S delivers to the GRaDEM Creation Center achieves the desired portfolio objectives on-time.
- Deliver complete product designs (fit for purpose, priced, timelines, risk management) for portfolio ideas that are then implementation ready for GRaDEM and EP&S upon approval.
- Define success criteria for the GRaDEM CS Team inclusive of Objectives and Key Results (OKR) that clearly measure the value realized by both GRaDEM and EP&S.
- Forge strong partnerships with GRaDEM and associated Client Partners and be recognized as a leader with a “seat at the table” to influence demand for EP&S products and services.
- Define the customer engagement experience between EP&S and GRaDEM and lead improvement efforts to measurably increase customer satisfaction and improve outcomes.
- Develop user stories for incoming GRaDEM demand, maintain a high-quality backlog, and prioritize activities based on both customer and internal EP&S inputs.
- Anticipate GRaDEM needs through a deep understanding of the portfolio and position the team appropriately to respond.
- Actively “seek out problems” both within GRaDEM and within EP&S in the servicing of GRaDEM capabilities and lead the development of associated user stories to resolve those problems.
- Participate in quarterly Program Increment (PI) planning sessions for prioritizing the centralized EP&S backlog of work.
- Proactively identify opportunities for increased GRaDEM value through risk mitigation, operational improvements, toil reduction, lifecycle management, cost optimization, decreased cycle time, and increased system availability.
- Be fully accountable for the financial outcomes associated with the GRaDEM portfolio, inclusive of spend obligations, and committed savings objectives.
- Act as a liaison for GRaDEM and influence the development of EP&S products and services to ensure applicability and value.
- Lead the product development for GRaDEM-specific capabilities by utilizing matrix EP&S technology practice areas.
- Manage, evolve, and lead the solution design practice focused on modern technology outcomes and strong architecture outcomes for Digital customers.
- Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
Qualifications
Must-Have
- Bachelor’s degree in a relevant discipline and 10 years of related experience required.
- Demonstratable experience serving in a customer facing or product management role.
- Current or recent experience with the GRaDEM portfolio is highly desirable.
- Demonstrated experience in managing a large, complex portfolio of work, inclusive of financial accountability
- Demonstrated understanding of both traditional and agile development models as well as traditional and cloud application solutions
- Demonstrated success of work delivery though matrixed teams
- Excellent communication skills with the ability to communicate complex messages, tell a compelling story, and indirectly influence key partners and stakeholders
- Challenges mindsets and is passionate about new and innovative product opportunities
- Able to make hard and fast decisions daily
Nice-to-Have
- Master's degree
- Relevant pharmaceutical industry experience
- Strong multi-discipline experience, with a preference for experience in technology strategy and management, management consulting and engineering
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- Periodic travel (both domestic and international) may be required (approximately 5%)
- Work Location Assignment: Flexible
- Last Date to Apply for Job: March 1, 2023
Relocation assistance may be available based on business needs and/or eligibility.
Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.
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