Support Portfolio Manager

Job Summary

We are seeking a highly motivated Support Portfolio Manager to support the development, management, and growth of our Customer Success, and Support Services portfolio. This role is ideal for an early-career professional who is passionate about technology, customer experience, and business strategy.

The Support Portfolio Manager will work closely with cross-functional teams including Support Delivery, Customer Success, Sales, Marketing, Finance, and Product Management to help define our offerings, analyze business performance, and improve customer outcomes.

Job Requirements

Portfolio Management

• Support development and lifecycle management of service offerings


• Assist in defining service packages, pricing models, and GTM materials


• Maintain service catalogues, documentation, and knowledge repositories

Business Analysis

• Analyse service adoption, revenue, profitability, and customer satisfaction metrics


• Develop dashboards and reports to track portfolio performance


• Conduct market and competitive research to identify trends and opportunities

Customer Experience

• Gather feedback from customers, sales, and delivery teams


• Identify opportunities to improve onboarding, adoption, and support experience


• Participate in customer interviews and feedback sessions

Cross-Functional Collaboration

• Partner with Support Delivery, Customer Success, Sales, Product, and Marketing teams


• Coordinate launches of new service offerings


• Support enablement content and internal communications

Process Improvement

• Drive initiatives to enhance operational efficiency and service scalability


• Document business requirements and workflows


• Contribute to transformation and automation projects

Key Competencies

• Customer-first mindset


• Analytical thinking


• Business acumen


• Communication and storytelling


• Collaboration and teamwork


• Curiosity and continuous learning


• Project management fundamentals

What You’ll Learn

• Services portfolio strategy and lifecycle management


• SaaS and subscription business models


• Pricing and packaging of service offerings


• Customer success and support operations


• Cross-functional product management skills


• Executive-level business communication

Education

• Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, Marketing, or a related field.


• 4–8 years of experience in Product Management, Consulting, Customer Success, Professional Services, Operations, or similar roles.


• Strong analytical and problem-solving capabilities.


• Excellent written and verbal communication skills.


• Proficiency in Microsoft Excel, PowerPoint, and data analysis tools.


• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Preferred:

• Project experience in technology, SaaS, cloud, or enterprise software.


• Familiarity with customer success, support services, or professional services business models.


• Experience with tools such as Salesforce, Tableau, Power BI, Jira, or Confluence.


• Understanding of subscription and recurring revenue business models.