Support Portfolio Manager

Job Summary

We are seeking a highly motivated Support Portfolio Manager to support the development, management, and growth of our Customer Success, and Support Services portfolio. This role is ideal for an early-career professional who is passionate about technology, customer experience, and business strategy.

The Support Portfolio Manager will work closely with cross-functional teams including Support Delivery, Customer Success, Sales, Marketing, Finance, and Product Management to help define our offerings, analyze business performance, and improve customer outcomes.

Job Requirements

Portfolio Management

• Support development and lifecycle management of service offerings
• Assist in defining service packages, pricing models, and GTM materials
• Maintain service catalogues, documentation, and knowledge repositories

Business Analysis

• Analyse service adoption, revenue, profitability, and customer satisfaction metrics
• Develop dashboards and reports to track portfolio performance
• Conduct market and competitive research to identify trends and opportunities

Customer Experience

• Gather feedback from customers, sales, and delivery teams
• Identify opportunities to improve onboarding, adoption, and support experience
• Participate in customer interviews and feedback sessions

Cross-Functional Collaboration

• Partner with Support Delivery, Customer Success, Sales, Product, and Marketing teams
• Coordinate launches of new service offerings
• Support enablement content and internal communications

Process Improvement

• Drive initiatives to enhance operational efficiency and service scalability
• Document business requirements and workflows
• Contribute to transformation and automation projects

Key Competencies

• Customer-first mindset
• Analytical thinking
• Business acumen
• Communication and storytelling
• Collaboration and teamwork
• Curiosity and continuous learning
• Project management fundamentals

What You’ll Learn

• Services portfolio strategy and lifecycle management
• SaaS and subscription business models
• Pricing and packaging of service offerings
• Customer success and support operations
• Cross-functional product management skills
• Executive-level business communication

Education

• Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, Marketing, or a related field.
• 4–8 years of experience in Product Management, Consulting, Customer Success, Professional Services, Operations, or similar roles.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Excel, PowerPoint, and data analysis tools.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Preferred:

• Project experience in technology, SaaS, cloud, or enterprise software.
• Familiarity with customer success, support services, or professional services business models.
• Experience with tools such as Salesforce, Tableau, Power BI, Jira, or Confluence.
• Understanding of subscription and recurring revenue business models.

At Net App, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer:

Net App is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at Net App

At Net App, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

Net App is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.