Services Portfolio Management is part of the broader Customer Experience Post-Sales
It is accountable for partnering with BU and Sales to listen for the post-sales service entitlement priorities and build a portfolio of service programs that are suitable for an individual customer or scale to cover an enterprise. Define, monitor utilization, and continuously innovate to increase customer loyalty and foster BU P&L health. These services include support services, education services, repair services, calibration services, and more.
Senior Education Services Portfolio Manager Responsibilities:
Engage with target Customers, Sales\Service Sales, and BU Offering Managers to understand customer needs in gaining proficiency and confidence using NI technologies to speed up development cycles and ramp-up time.
Define a portfolio of education services programs that meet customer needs across applications, industries, and skill levels.
Conduct competitor research to determine differentiated value, pricing, and positioning recommendations.
Develop the service offer value proposition and market differentiation.
Develop and manage Service Policy for Service Offers.
Gain commitment from service line leaders on cross-functional resources and investments.
Responsible for education services positioning be included in GTM campaigns; advise on value proposition, target audience.
Provide business guidance to Education Services Delivery team – what content is to be prioritized, growth potential if NI invests in technology to improve customer experience with “how” they learn (remote/on-demand, remote/live, in-person, on-site).
Partner with Services Engineering to develop globally scalable and profitable Service Offers & Manage Lifecycle from Discovery to End of Life; Ensure Service Product & Market Fit.
Alignment with BU Product Management to ensure services strategy is aligned with the product roadmap.
Set business targets and analyze performance against these targets to drive to goal.
Product Management responsibilities like creating p/n and services associations and make sure services are associated to end-user in NI systems so they can be honored.
Business Case for Service Offers
Service Offer Definition
Service Offer Pricing & Commercial model(s)
Service Offer Policy
Success Metrics & Targets for Service Offers
Outcomes & Metrics:
Completion of learning paths with healthy consumption rates per industry standards.
Success Metrics (e.g., Top Line Revenue Growth, Upsell Rate, Service Capture Rate Target, Renewal Rate, Service Consumption Rate, CSAT\NPS).
Financial opportunity/targets for service offering (e.g., Service Margin improvement).
Service Offer Time-to-Market KPI.
Service Offering definition, key capability requirements, and tradeoffs (Business Case).
Service Offering value proposition, marketing message, and differentiation.
Selection of lead users and target customers for service offerings.
Placement of new service offer in overall service portfolio-architecture.
Rationalize existing service portfolio to create a continuum and eliminate overlap in offers to reduce internal competition.
Financial opportunity/targets for service offering.