Vice President, Technical Services

🕒 il y a 8 mois

🏄 California, North Carolina, +2 états de plus – Distant

🏄 California – Remote 🌲 North Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $225 000 - $300 000 / an

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👔 Vice-président

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CaptivateIQ

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2017

💸 Finance

🏢 Entreprise

💰 €100 000 000 Series C en 2022-01

Finance • Software as a Service (SaaS) • Enterprise

CaptivateIQ est une solution moderne de gestion des commissions de vente qui aide les entreprises à améliorer considérablement leurs performances en termes de revenus. En automatisant et simplifiant l'ensemble du processus de commission, elle permet aux équipes de vente de se concentrer sur la vente plutôt que sur les tâches administratives. La plateforme propose des outils de visibilité et d'analyse en temps réel, qui motivent les représentants commerciaux et offrent des perspectives aux chefs de ventes. La solution de CaptivateIQ est flexible, transparente et conçue pour s'adapter à la croissance des entreprises, offrant des fonctionnalités comme l'intelligence artificielle et la technologie SmartGrid™. Notamment, elle s'adresse à divers secteurs tels que les services financiers, la fabrication, les médias et le divertissement, entre autres, offrant un avantage stratégique dans la gestion et l'optimisation des initiatives de gestion de la performance commerciale.

Description

• Develop and champion a bold, “next-level” vision for Technical Services that accelerates CaptivateIQ’s shift toward a fully self-service, product-led customer journey. • Craft and socialize a multi-year roadmap spanning Customer Education, Professional Services, and Technical Support, driving convergence toward digital-first, AI-powered experiences. • Launch self-service experiences: customer portals, in-product guidance, AI-assisted support, and scalable implementation templates. • Overhaul our education program to prioritize embedded, contextual product guidance over static content - replace traditional training models with just-in-time, in-app learning and personalized content delivery. • Expand self-service capabilities to reduce 1:1 support volume - e.g., searchable knowledge bases, diagnostic tooling, and AI-assisted troubleshooting. • Define the future of Professional Services by moving beyond standard implementation delivery to flexible, templatized, and AI-augmented frameworks. • Continuously uplevel team members to be strategic and consultative customer partners, while automating and productizing lower-level transactional tasks. • Regularly engage with customers, beyond escalation management, to form long-term relationships with key stakeholders, understand their perspectives, and serve as an internal voice of the customer. • Surface recurring product gaps and usage friction through frontline insights and partner with Product & Eng to influence roadmap priorities. • Establish, monitor, and continuously evolve KPIs aligned to digital adoption, reduced ticket volume, faster implementation times, improved NPS, and tangible customer value realization. • Instill a culture of curiosity, ownership, and customer obsession across all Technical Services teams - foster the culture of experimentation and innovation.

🎯 Exigences

• Prior director, senior director, or VP-level experience in post-sales functions (Professional Services, Customer Education, Technical Support, or analogous technical/strategy roles), Product leadership, or Strategy Roles within high-growth SaaS or product-led organizations. • Demonstrated history of innovation, creative problem-solving, or executing transformational change, not just incremental improvement, within customer-facing teams or digital product functions • Comfort with ambiguity and “blank sheet” problem solving; entrepreneurial drive; strong internal pitch/advocacy skills.

🏖️ Avantages

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents • Flexible vacation days and quarterly mental health days so you can recharge • Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal) • Annual stipends for professional development and caretaking • (US-ONLY) 401k plan to participate in and save towards the future • Newest Apple products to help you do your best work • Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent