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.

Deliverables:

• 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.

Decision Rights:

• 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.