FunctionGCSS
Job descriptionThe
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.
Key ResponsibilitiesSupport Portfolio Strategy & Competitive Positioning- 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.
P&L, Margin & Pricing Oversight- 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.
Pricing, Packaging & Offer Governance- 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.
Portfolio Messaging & Communications- 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.
Portfolio Business Operations- 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.
Value-Added Support Bundles / ECS- 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.
Required Experience- 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.
Leadership Attributes- 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.
Success Measures- Clearer support portfolio structure, positioning, and differentiation.
- Improved pricing and packaging discipline across support offerings.
- Stronger margin visibility and reduced revenue leakage.
- Increased adoption of value-added support offerings.
- Better field enablement and customer-facing articulation of support value.
- Stronger cross-functional governance for support portfolio decisions and roadmap execution.
As required by the equal pay and transparency acts, the expected base salary for this position is: $160K to $210K. Expected on-target earnings: $200k to $275K
The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara's bonus/variable/commission pay programs, where applicable, and are subject to the program's conditions and restrictions.
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