Product/Offer Manager – AI-First CX
4 days ago
We're seeking a Product/Offer Manager – AI-First CX to drive the definition, standardization, and commercialization of AI-First CX solutions. This role blends Product Management and Offer Management, requiring strategic vision, execution capabilities, and strong cross-functional collaboration to bring AI-First CX solutions successfully to market.
AI-First CX solutions integrate third-party AI and CX software with professional, advisory, support, skilling, adoption, cybersecurity, and customer success services, ensuring a comprehensive, outcome-driven customer experience. The Product/Offer Manager will define the structure, pricing, and scalability of these solutions while aligning them with customer needs and business objectives.
Collaboration across Sales, Presales, Professional Services, Support, Marketing, and Sales Operations will be critical to ensuring AI-First CX solutions are well-defined, commercially viable, and positioned for growth.
Responsibilities:
- Define and maintain the AI-First CX solution framework, aligning with customer needs, vendor capabilities, and industry trends.
- Develop and standardize repeatable use cases and professional services packages to enhance scalability and differentiation.
- Work with AI and CX technology partners to integrate solutions while incorporating value-added services such as professional services, support, advisory, skilling, adoption, cybersecurity, and customer success.
- Own the solution roadmap, identifying future enhancements and market opportunities.
- Establish qualification criteria for sales and presales teams to ensure effective customer targeting and opportunity prioritization.
- Define commercial models, including pricing, bundling, and monetization strategies, ensuring AI-First CX solutions remain profitable and easy to sell.
- Develop clear service level agreements (SLAs) and offer structures to standardize delivery and minimize ad-hoc customization.
- Drive cross-sell and upsell opportunities within the broader service portfolio, including advisory, cybersecurity, skilling, and customer success.
- Work with Finance and Sales Operations to define profitability models, margin structures, discounting frameworks, and deal approval processes.
- Contribute to the Quote-to-Cash (Q2C) process, streamlining quoting, approvals, contracting, and order fulfillment in collaboration with the COO or Sales Operations team.
- Partner with solution/product marketing to develop structured playbooks, sales kits, and internal training materials to enable sales teams in positioning and selling AI-First CX solutions.
- Collaborate with Solution Architects and Presales teams to ensure they can validate and articulate AI-First CX solutions effectively.
- Align AI-First CX messaging with the company's positioning, value proposition, and customer engagement strategy.
- Support major sales opportunities by providing product/offer expertise and strategic guidance.
- Ensure sales collateral and tools are accessible via the internal sales portal.
Performance Measurement & Continuous Improvement
- Define and monitor KPIs related to AI-First CX adoption, revenue growth, and customer satisfaction.
- Continuously refine AI-First CX solutions based on sales performance, customer feedback, and competitive analysis.
- Stay updated on emerging AI-driven CX technologies and industry trends to maintain solution innovation and competitiveness.
Qualifications:
- 5+ years of experience in product management or offer management within AI, CX, or cloud-based solutions.
- Experience in reselling third-party AI and CX software solutions while integrating professional and advisory services.
- Strong understanding of AI-driven customer experience solutions, including chatbots, virtual assistants, automation, and conversational AI.
- Proven ability to define pricing strategies, commercial models, and go-to-market execution plans.
- Expertise in developing standardized, re-sellable use cases and professional services packages.
- Strong analytical and business acumen, with experience defining monetization models and profitability structures.
- Excellent cross-functional collaboration skills, with the ability to work with sales, presales, marketing, and delivery teams.
- Strong communication and presentation skills, with the ability to translate complex solutions into clear business value.
TeKnowledge is an equal opportunity employer, and we believe in celebrating – diversity, equity, and inclusion. We are committed to building an equitable environment by providing fair employment opportunities in our communities without regard to gender, ethnicity, socio-economic background, disability, marital and veteran status. Our employees join us in adopting, celebrating, and championing our drive towards building an equitable opportunity environment. We do not and will not ask you to send or share with us any sensitive personal data.
Seniority level- Mid-Senior level
- Full-time
- Consulting
- Industries
- IT Services and IT Consulting
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