Experienced Senior Customer Success Manager - Remote Customer Support and Technical Product Development Expert

Introduction to Starbucks

At Starbucks, our mission is to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. As a company, we strive to create a culture of warmth, inclusivity, and respect, where everyone feels welcome and valued. Our team of technologists plays a vital role in achieving this mission by leveraging cutting-edge technology to deliver innovative solutions that enhance the customer experience, support our partners, and drive business growth.

Job Overview

We are seeking an experienced Senior Customer Success Manager to join our team, with a focus on remote customer support and technical product development. As a Senior Customer Success Manager, you will be responsible for driving the technical vision and strategy for our customer success organization, working closely with cross-functional teams to design, develop, and deliver innovative solutions that meet the evolving needs of our customers. If you are a motivated, results-driven professional with a passion for technology, customer success, and leadership, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Oversee product planning and development through daily collaboration and decision-making with a cross-functional team, including designers, engineers, product managers, and business stakeholders.
• Translate customer experience into technical requirements and product solutions, ensuring that our products meet the highest standards of quality, reliability, and usability.
• Drive technical solutions for large, complex features independently, leveraging your technical expertise and experience to navigate complex technical landscapes.
• Demonstrate technical proficiency in end-to-end system architecture, data flows, and functional and technical specifications.
• Define and document product requirements, acceptance criteria, and technical specifications, providing guidance to others in the working group.
• Collaborate with product managers, engineering, and QA to align on feature estimation and delivery planning, ensuring that our products are delivered on time, within budget, and to the required quality standards.
• Ensure that the engineering team has the required information on endpoints, data sources, and results, and provide technical guidance and support as needed.
• Help resolve technical blocking issues and coordinate solutions across multiple technical teams, leveraging your technical expertise and experience to navigate complex technical challenges.
• Perform validation of features against customer and business objectives and acceptance criteria, ensuring that our products meet the evolving needs of our customers and stakeholders.
• Determine technical feasibility, conditions, and requirements of features, working closely with adjacent technology groups as needed.
• Identify technical trade-offs, escalate risks, and manage mitigation in collaboration with neighboring technical teams.
• Communicate technically with technology and business teams independently, providing clear, concise, and actionable technical guidance and support.
• Act as a mentor/tutor to the team on various technical product management skills, helping to develop the technical capabilities and expertise of our team members.
• Work with engineering to define technical solutions for research definition, ensuring that our products are designed and developed with the latest technologies and innovations in mind.
• Define product performance and effectiveness metrics that measure and benchmark product success, ensuring that our products are delivering the required business outcomes and customer value.
• Monitor feature performance to identify opportunities for continuous improvement, leveraging data and analytics to inform product development and optimization.
• Drive optimization and process improvements between product, design, and development teams, ensuring that our products are developed and delivered in a collaborative, agile, and efficient manner.
• Stay up-to-date with new technology capabilities and apply knowledge to contribute to product solutions, suggesting and designing innovative products and features that meet the evolving needs of our customers and stakeholders.

Essential Qualifications

• Bachelor's degree in a relevant field, such as computer science, engineering, or business administration.
• At least six years of experience in a technical product management or customer success role, with a proven track record of delivering innovative solutions that meet customer needs and drive business growth.
• Strong technical expertise and experience in software development, with a deep understanding of technical architectures, data flows, and functional and technical specifications.
• Excellent communication, collaboration, and leadership skills, with the ability to work effectively with cross-functional teams, including designers, engineers, product managers, and business stakeholders.
• Strong problem-solving and analytical skills, with the ability to navigate complex technical challenges and develop innovative solutions that meet customer needs and drive business growth.

Preferred Qualifications

• Master's degree in a relevant field, such as computer science, engineering, or business administration.
• Experience working in a remote customer support environment, with a proven track record of delivering high-quality customer support and technical product development solutions.
• Strong experience with IT project and portfolio management practices, including Agile methodologies and IT service management frameworks.
• Proficiency in MS Project (Project Server) and at least one program portfolio management tool, such as MS Project Portfolio Management (PPM).
• Advanced skills in the MS Office Product Suite, particularly Word, Excel, and PowerPoint.

Skills and Competencies

• Strong technical expertise and experience in software development, with a deep understanding of technical architectures, data flows, and functional and technical specifications.
• Excellent communication, collaboration, and leadership skills, with the ability to work effectively with cross-functional teams, including designers, engineers, product managers, and business stakeholders.
• Strong problem-solving and analytical skills, with the ability to navigate complex technical challenges and develop innovative solutions that meet customer needs and drive business growth.
• Ability to work in a fast-paced, dynamic environment, with a strong focus on delivering high-quality customer support and technical product development solutions.
• Strong attention to detail, with a focus on delivering high-quality products and solutions that meet customer needs and drive business growth.

Career Growth Opportunities and Learning Benefits

At Starbucks, we are committed to providing our partners with opportunities for growth, development, and learning. As a Senior Customer Success Manager, you will have access to a range of training and development programs, including technical training, leadership development, and mentorship opportunities. You will also have the opportunity to work with a talented team of professionals who are passionate about technology, customer success, and leadership, and who are committed to delivering innovative solutions that meet customer needs and drive business growth.

Work Environment and Company Culture

At Starbucks, we are proud of our company culture, which is built on a foundation of respect, inclusivity, and warmth. We believe in creating a work environment that is welcoming, supportive, and inclusive, where everyone feels valued and respected. As a Senior Customer Success Manager, you will be part of a dynamic team that is passionate about technology, customer success, and leadership, and that is committed to delivering innovative solutions that meet customer needs and drive business growth.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks and benefits, including free drinks and food, discounts on company products, and access to exclusive events and experiences.

Conclusion

If you are a motivated, results-driven professional with a passion for technology, customer success, and leadership, we encourage you to apply for this exciting opportunity. As a Senior Customer Success Manager at Starbucks, you will have the opportunity to work with a talented team of professionals who are passionate about delivering innovative solutions that meet customer needs and drive business growth. You will also have access to a range of training and development programs, including technical training, leadership development, and mentorship opportunities. Apply today to join our team and help us achieve our mission of inspiring and nurturing the human spirit - one person, one cup, and one neighborhood at a time.