Principle, Support Product Manager

Hitachi • (DEAI HV) US Remote CA, CA

4d • $160,000 - $210,000

About The Position

The Principle, Support Portfolio Management, will lead the strategy, governance, commercialization, and business performance of the company’s support portfolio. This role is accountable for defining a differentiated support offering strategy, improving portfolio clarity and competitiveness, strengthening pricing and packaging discipline, and partnering cross-functionally to drive customer value, adoption, retention, and margin performance. The Director will serve as the connective leader across Product Management, Support Delivery, Renewals, Pricing, Finance, Sales, Marketing, and Operations to ensure the support portfolio is market-relevant, financially sound, operationally executable, and clearly positioned for customers and the field.

Requirements

• 15+ year of experience in product management, services portfolio management, support services, pricing, or customer success within enterprise technology.
• Strong understanding of support business models, services economics, customer lifecycle, support attach, renewals, pricing, and margin management.
• Demonstrated ability to lead cross-functional initiatives across Product, Support, Sales, Finance, Pricing, Marketing, and Operations.
• Experience building business cases, portfolio roadmaps, pricing strategies, GTM materials, and executive-ready recommendations.
• Strong commercial judgment with the ability to balance customer value, competitive positioning, operational feasibility, and financial outcomes.
• Strategic, outcome-oriented leader who can connect portfolio decisions to customer retention, revenue growth, and margin performance.
• Strong cross-functional influencer who can align teams without direct authority.
• Excellent storyteller and communicator with the ability to simplify complex offerings for executives, sales teams, partners, and customers.
• Data-driven decision maker with strong business acumen and comfort operating across metrics, financials, and customer insights.
• Bias for execution, governance, and accountability while maintaining a customer-first mindset.

Responsibilities

• Own the overall support portfolio strategy, including offer design, tier differentiation, lifecycle evolution, and competitive analysis.
• Identify market gaps, customer needs, and competitive opportunities to strengthen the company’s support value proposition.
• Define the strategic roadmap for support offerings, including value-added support bundles and enhanced customer support capabilities.
• Partner with Finance and Pricing to manage portfolio economics, including P&L visibility, margin performance, pricing governance, and discounting discipline.
• Provide business oversight for support pricing related to new products, existing offerings, and portfolio changes.
• Identify opportunities to reduce revenue leakage, improve margin quality, and strengthen commercial discipline across support motions.
• Lead pricing and packaging strategy for support offerings to improve customer clarity, sales execution, and value capture.
• Establish governance for new support offers, product introductions, support attach models, and portfolio lifecycle decisions.
• Ensure support offerings are structured for ease of quoting, selling, delivery, renewal, and reporting.
• Own the internal and external portfolio messaging framework, ensuring support offerings are clearly positioned around customer outcomes and business value.
• Partner with Marketing, Sales Enablement, and Product teams to create field-ready messaging, collateral, competitive comparisons, and customer-facing materials.
• Translate complex support capabilities into clear, differentiated value propositions for customers, partners, and sales teams.
• Establish operating rhythms, portfolio dashboards, performance metrics, and governance processes to manage the support portfolio as a business.
• Track portfolio performance, adoption, revenue contribution, support attach, margin trends, and customer impact.
• Drive cross-functional execution against portfolio priorities, key milestones, and business commitments.
• Lead the strategy and business model for value-added support bundles, including enhanced support capabilities and differentiated customer experiences.
• Work with delivery and operations leaders to ensure new support bundles are operationally feasible, scalable, and aligned to customer expectations.
• Partner with Sales and Renewals to position higher-value support offerings in ways that improve retention, attach, and customer loyalty.

Benefits

• Industry-leading benefits, support, and services that look after your holistic health and wellbeing.
• Flexible arrangements that work for you (role and location dependent).

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed