Headquartered in Silicon Valley, with offices located worldwide, OpsRamp is a modern SaaS platform company that’s just entered its next stage of growth with new investment from Morgan Stanley, HPE, and Sapphire Ventures. We’re disrupting the $28 billion-dollar market of IT operations management, fundamentally changing how IT teams support the business through infrastructure management.

As one of Forbes’ Top Cloud Computing Companies to Work For, our mission is to simplify and transform IT operations. OpsRamp is an IT operations management (ITOM) platform that allows enterprise IT teams and managed service providers to control the chaos of modern digital infrastructure. We do this through hybrid discovery and monitoring, event and incident management, remediation, and automation, powered by AI. We help our enterprise and MSP customers avoid costly outages and performance issues that result in lost revenue and productivity.

It’s truly the dawn of a new era for a major market, and we’re in the center of it. Are you ready to join the future of IT operations?

We are looking for a technical-oriented principal product manager to help shape and define our Hybrid Infrastructure Monitoring Platform. You will be responsible for all things around discovery and monitoring and more: our Hybrid Infrastructure Monitoring Platform is broad and deep – it goes way beyond just simple discovery and monitoring! We have built-in automation and remediation and are truly an end-to-end solution for IT Operations and DevOps teams. You will own what we monitor, how we monitor it, as well as our network monitoring and synthetics. This is a critical role for us as it is the core of what we do, it is a huge part of why our customers are obsessed with us. You will work with our customers as well as OpsRamp R&D, Sales, and Marketing teams to identify areas of opportunity. You’ll be responsible for assessing customers’ needs, running market research and validation, identifying and prioritizing requirements, and working closely with the engineering team in leading the product lifecycle end to end.

If you are customer-obsessed, agile, smart, and analytical, strategic yet execution-focused individual who is passionate about the new innovations and how to bring these to life, this opportunity will appeal to you.

Responsibilities

• Understand the challenges that face enterprise organizations in delivering and operating data pipelines for achieving business outcomes
• Work with customers to understand their needs and deliver solutions to solve these challenges
• Work with solutions marketing, development and QA, sales and pre-sales, and support teams to ensure proper investment and execution of strategy, that solutions are delivered to plan, the sales teams are enabled, and customers are satisfied
• Lead the effort to enable rapid product experimentation and development
• Lead our internal process to help define the product requirements, roadmap, and delivery timeline
• Conduct business-level verification and market testing of new offerings
• Support the sales teams at key events and customer meetings. This role may involve some public speaking opportunities
• Plan product deliveries including documenting detailed requirements, creation and management of project schedules, and publishing roadmaps

Headquartered in Silicon Valley, with offices located worldwide, OpsRamp is a modern SaaS platform company that’s just entered its next stage of growth with new investment from Morgan Stanley, HPE, and Sapphire Ventures. We’re disrupting the $28 billion-dollar market of IT operations management, fundamentally changing how IT teams support the business through infrastructure management.

As one of Forbes’ Top Cloud Computing Companies to Work For, our mission is to simplify and transform IT operations. OpsRamp is an IT operations management (ITOM) platform that allows enterprise IT teams and managed service providers to control the chaos of modern digital infrastructure. We do this through hybrid discovery and monitoring, event and incident management, remediation, and automation, powered by AI. We help our enterprise and MSP customers avoid costly outages and performance issues that result in lost revenue and productivity.

It’s truly the dawn of a new era for a major market, and we’re in the centre of it. Are you ready to join the future of IT operations?

Job Description

The Customer Success Lead/Technical Architect position is a critical role within the Customer Success Team, where your goal is to ensure the success of our customers. As a Client Success Lead for Enterprise Accounts, you’ll be managing a group of our Enterprise/GSI/OEM clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

What You'll Do

Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:

• Taking responsibility for your customer portfolio, customer satisfaction and success, churn, securing renewals, growth and scaling of customer programs
• Being accountable for renewal and upsell customer quota
• Strategic account planning of customer portfolio. Stakeholder mapping, opening up and identifying opportunities for expansion outside of the current program
• Work alongside the Customer Success Solution Architects to maximize adoption and business value of the OpsRamp platform into customer enterprise environments. You’ll be required to travel to client sites, as needed
• Be ready to take on additional initiatives and responsibilities as they emerge. Do everything you can to help the company achieve its larger objectives
• Delivering and communicating ROI for our clients, throughout the customer lifecycle
• Create customer deliverables (QBR presentations, e2e demos, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users
• Bring together all workstreams from Shared Services, Education, support, and any other active engagements to ensure both internal and external stakeholders are appraised on progress
• Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering, etc, and coordinate touchpoints as required
• Represent OpsRamp as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
• Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective
• Own the business relationship with a portfolio of accounts, and partner with the other members of the account team (Customer Success Manager, Regional Sales Director, and Customer Solutions Architect) to define and execute on the account strategy
• Work closely with our management, sales, marketing, technical and product team to improve the OpsRamp product and our processes - you are the voice of the customer

About Us

Headquartered in Silicon Valley, with offices located worldwide, OpsRamp is a modern SaaS platform company that’s just entered its next stage of growth with new investment from Morgan Stanley, HPE, and Sapphire Ventures. We’re disrupting the $28 billion-dollar market of IT operations management, fundamentally changing how IT teams support the business through infrastructure management.

As one of Forbes’ Top Cloud Computing Companies to Work For, our mission is to simplify and transform IT operations. OpsRamp is an IT operations management (ITOM) platform that allows enterprise IT teams and managed service providers to control the chaos of modern digital infrastructure. We do this through hybrid discovery and monitoring, event and incident management, remediation, and automation, powered by AI. We help our enterprise and MSP customers avoid costly outages and performance issues that result in lost revenue and productivity.

It’s truly the dawn of a new era for a major market, and we’re in the centre of it. Are you ready to join the future of IT operations?

Overview

This is a highly technical and hands-on role. This individual will drive solutions that embed OpsRamp into hardware OEMs’ service offerings. These embedded solutions offer enterprises a cost-effective alternative to the public cloud. Embedded solutions enable enterprises to deploy their own compute and storage hardware with operational responsibility delegated to an OEM - in a “hardware-as-a-service” model.

This individual will play a key role in helping OEMs conceptualize and realize such embedded solutions. The role involves the following responsibilities:

• Work closely with OEMs to design solution offerings based on OpsRamp.

• Stand-up prototype of solution designs in the lab.

• Simulate real-world operational loads on prototypes, and characterize operational implications.

• Write detailed solution design documents.

• Work closely with OpsRamp’s product teams to articulate, clarify, and influence the prioritization of feature requirements.

• Serve as a bridge between OpsRamp’s product teams and OEM teams - communicating requirements and product updates across OEM and OpsRamp product teams.

About Us

Headquartered in Silicon Valley, with offices located worldwide, OpsRamp is a modern SaaS platform company that’s just entered its next stage of growth with new investment from Morgan Stanley, HPE and Sapphire Ventures. We’re disrupting the $28 billion-dollar market of IT operations management, fundamentally changing how IT teams support the business through infrastructure management.

As one of Forbes’ Top Cloud Computing Companies to Work For, we’re working to upend the old way of discovering, monitoring, managing, and automating IT infrastructure with tomorrow’s innovations like artificial intelligence, cloud capabilities, and more. We’re building the best team of innovators, thinkers, and doers in technology to realize the future of digital operations and bring it to life. It’s truly the dawn of a new era for a major market, and we’re in the center of it. Are you ready to join the future of IT operations?

About the role
The Customer Success Technical Architect (CSTA) position is a critical role within
the Customer Success Team, where our goal is to ensure the success of our
customers. CSTAs drive the technical health and adoption for our customers through
proactive problem management, issue resolution, understanding and documenting
the customer’s architecture, identifying best practices and managing customer
expectations.
You will work directly with our customers as a technical authority to ensure adoption
of the OpsRamp solution. This is a customer facing technical role responsible for
post deployment value adoption and realisation. You will work alongside the
Customer Success Value Managers to adopt and help realize the value of the
OpsRamp IT management platform into customer enterprise environments. You’ll be
required to travel to client sites, as needed.

• Develop a deep understanding of OpsRamp IT Operations Platform, architecture
and its capabilities through training and hands-on experience.
• Build on the technical design and architecture developed during the
implementation phase to maintain a point in time architecture for each customer.
• Perform and own the health checks during the customer success engagement
lifecycle in a client environment.
• Understand and document client use cases and build best practice
documentation for the various use cases.
• Review the current state and help the customer realize the future state by
performing regular health checks.
• Strong technical understanding of the customers use cases and ability to map it
to the OpsRamp capabilities.
• Track support and feature requirements and interface with the Product and
Engineering team where required for quick resolution.
• Ensure and document full deployment of the OpsRamp product in client's
environment.
• Establish technical authority quickly with executive technical customer
stakeholders.
• Invest time in documenting best practices, capturing and disseminating
knowledge and other initiatives that enhances the growth of OpsRamp

DESCRIPTION

About Us

OpsRamp enables IT to control the chaos of managing their hybrid IT

operations and act as a service provider back to the business. Built in

the cloud, the OpsRamp service-centric AIOps platform drives total

visibility across hybrid infrastructures, offers complete multi-cloud

infrastructure monitoring and management of business-critical services,

and optimizes services through automation and integration with ITSM

and DevOps tools.

What are we looking for:

● Willing to work in Shifts (Day and Night Shifts)
● Take ownership of customer issues reported and see problems
through to resolution.
● Good at researching, diagnosing, troubleshooting, and identifying
solutions to resolve system issues.
● Follow standard procedures for proper escalation of unresolved
issues to the appropriate internal teams.
What you will do at OpsRamp:
● Provide enterprise-level assistance to our customers using the IT
operations platform.
● Diagnose and troubleshoot product issues/questions and help our
customers leverage the product effectively.
● Resolve product issues and respond to any product questions from
customers.
● Use email and phone communication to provide clear, written
instructions and technical manuals.
● Be the person our customers trust. They will rely on you to provide
timely and accurate solutions to their technical problems.
● Ask customers targeted questions to quickly understand the root of
the problem.
● Give walkthroughs to customers, either via phone, email, or chat,
until resolution is achieved.
● Properly escalate unresolved issues to appropriate internal teams
(e.g. software developers).
● Provide prompt and accurate feedback to customers.
● Refer to the internal database or external resources to provide
accurate tech solutions.
● Ensure all issues are properly logged.
● Prepare accurate and timely reports.
● Document technical knowledge in the form of notes and manuals.