Principal Support Product Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Direct the strategy, governance, commercialization, and business performance of the company's support portfolio.

• Establish support offering strategy, enhance portfolio clarity and competitiveness, and reinforce pricing and packaging discipline.

• Collaborate cross-functionally with Product Management, Support Delivery, Renewals, Pricing, Finance, Sales, Marketing, and Operations.

• Oversee support portfolio strategy, which includes offer design, tier differentiation, lifecycle evolution, and competitive analysis.

• Identify market gaps, customer requirements, and competitive opportunities.

• Outline the strategic roadmap for support offerings, focusing on value-added support bundles and improved customer support capabilities.

• Manage portfolio economics, P&L visibility, margin performance, pricing governance, and discounting discipline.

• Lead the pricing and packaging strategy, establishing governance for new support offers, product introductions, support attach models, and portfolio lifecycle decisions.

• Manage internal and external portfolio messaging, creating field-ready messaging, collateral, competitive comparisons, and customer-facing materials.

• Establish operational rhythms, portfolio dashboards, performance metrics, and governance processes.

• Monitor portfolio performance, adoption, revenue contribution, support attach, margin trends, and customer impact.

• Propel cross-functional execution against portfolio priorities, milestones, and business commitments.

• Direct the strategy and business model for value-added support bundles and enhanced customer experiences.

• Collaborate with delivery, operations, Sales, and Renewals to ensure support bundles are viable, scalable, and contribute to improved retention, attachment, and customer loyalty.

⛳️ Requirements

• 15+ years of experience in product management, services portfolio management, support services, pricing, or customer success within the enterprise technology sector.

• In-depth understanding of support business models, services economics, customer lifecycle, support attach, renewals, pricing, and margin management.

• Proven ability to lead cross-functional initiatives across Product, Support, Sales, Finance, Pricing, Marketing, and Operations.

• Experience in developing business cases, portfolio roadmaps, pricing strategies, go-to-market materials, and executive-level recommendations.

• Strong commercial judgment that balances customer value, competitive positioning, operational feasibility, and financial outcomes.

• Strategic, outcome-focused leadership that connects portfolio decisions to customer retention, revenue growth, and margin performance.

• Capability to influence cross-functional teams without direct authority.

• Outstanding storytelling and communication skills to simplify complex offerings for executives, sales teams, partners, and customers.

• Data-driven decision-making skills, strong business acumen, and comfort navigating metrics, financials, and customer insights.

• A bias for execution, governance, and accountability while maintaining a customer-first approach.

🏝️ Benefits

• Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable.

• Access to industry-leading benefits, support, and services that promote holistic health and wellbeing.

• Flexible work arrangements, depending on role and location.

• Reasonable accommodations provided during the recruitment process.

• An inclusive culture founded on mutual respect and merit-based systems.

• Support for employee career aspirations and the freedom to explore new opportunities.