PepsiCo Looking for DX Customer Success Manager at Plano, TX Full Time

Overview:
PepsiCo’s Product Delivery team, as part of the Digital Products and Services (DPS) organization, delivers and sustains digital products across Strategy and Transformation’s core priorities to accelerate PepsiCo’s digital transformation. One the key remits of the Customer Success team within the organization is to drive adoption and operational excellence of digital products by ensuring an optimal end-user experience through timely resolution of incidents and application downtime.

Responsibilities:
Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.

Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.

Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.

Act as the single point of contact for any and all sustain related items for Product & Market Leadership, building a strong working relationship.

For future Product deployments, size / establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare

Interface with Product, Service Design, IT, Data Engineering and Data Science regarding customer/end-user feedback to shape future product roadmap and help drive adoption.

Own the Market Change Request backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements

Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products

Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders

Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution

Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimbly switch between strategic and tactical initiatives to achieve technical, and business goals

Execute IT Service Management (ITSM) processes and interact with ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty or other AIOps toolsets

Compensation and Benefits:

• The expected salary range is $ 91100 -$ 132000.
• Bonus based on performance and eligibility; target payout is 10 % of annual salary paid out annually.
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• Other benefits, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

Qualifications:
8 years of work experience, or 3-5 years of experience as a Sustain Lead / Customer Success Manager, either in CPG industry or with a Top-Tier consulting firm

The ideal Customer Success Manager will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations

The Customer Success Manager will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.

Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.

A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.

Experience in leading high-performing teams

Deep hands-on technical expertise, excellent verbal and written communication skills

Sharp analytical abilities and proven process engineering skills

COVID-19 vaccination is a condition of employment for this role. Please note that all such company vaccine requirements provide the opportunity to request an approved accommodation or exemption under applicable law