Technical Solutions Manager

November 1

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Skillable

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Education • SaaS • Enterprise

Skillable is a leader in performance-based learning, providing virtual IT labs and hands-on training environments. Their solutions range from employee skill development and job readiness to customer and partner enablement through performance testing and skill validation environments. Skillable aims to connect learning to work, helping businesses drive job readiness and product adoption through scalable, hands-on virtual labs. Their platform supports technical sales demos, customized software training, and certification, making them a valuable partner for training organizations and global system integrators. With a strong emphasis on security, Skillable provides ISO 27001 and SOC 2 certified environments, integrating with AWS and Azure security services.

51 - 200 employees

📚 Education

☁️ SaaS

🏢 Enterprise

💰 Private Equity Round on 2021-03

📋 Description

• Provide proactive post-sales technical and tactical support related to supporting the implementation, initial set-up and specific customization of customer needs within Skillable applications and cloud provider vendors • Serve as a subject matter expert on Skillable working directly with assigned external customers to ensure their technical success on Skillable platforms on a regular cadence and addressing ad-hoc needs as requested • Serve as a subject matter expert and consultative partner for an assigned book of customers providing technical explanations to ensure clarity and understanding of the implementation process with Skillable’s platforms and products • Leverage Skillable technical knowledge to pro-actively lead new customers through launching Skillable services into their organization and highlighting areas requiring specific attention for customization • Consistently share best practices and proven processes to promote broader team accountability, consistency and coverage of customer implementations and workflows, ensuring that SLAs are met and work items are tracked within the ticketing system • Continuously contribute to Skillable’s source of truth efforts for consistent and singular information tools, documentation and resources to guide and assist in customer platform usage or troubleshooting, in addition to standardized solution approaches for team members • Provide customers with updated, clear and effective readiness materials, documentation, post-issue summaries and tools to guide in the use and troubleshooting of issues • Communicate regularly and professionally to customers both in response to their needs and with proactive Skillable specific updates that secure a strong professional partnership • Continuously review and identify post sale solutions for current customer programs and processes that do not scale well today • Advise external learning partners and internal teams to determine the best strategies for customer setup and platform best practices • Partner with CX leadership to collect, analyze and provide trend feedback, internal data and lab usage reports to Sales as needed for activities such as quarterly business reviews, opportunity scoping and customer support where necessary • Work closely with Sales and Client Experience to drive detailed evaluations of customer specific challenges, support challenges and growth opportunities • Provide guidance, best practices, and process for customers on Virtual Environment Development • Design and execute plans for identifying and mitigating business and customer onboarding risks to reduce the potential for customer dissatisfaction and/or churn • Partner with Marketing, Product Management, Infrastructure and Engineering teams related to platform and application issues or common feedback and requests from customers in an effort to help in scaling, supporting and advancing Skillable’s continuous product evolution • Perform activities within Skillable Studio as necessary as part of the Client Experience org as a part of the customer lifecycle, customer onboarding or customer support • Partner with stakeholders in maintaining updated information on the Hub site(s) related to the onboarding and implementation of new customers and updates to existing customers • Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis • Other strategic business initiatives or cross-functional project involvement as required.

🎯 Requirements

• Bachelor’s degree in computer science, related field OR equivalent professional experience in a technical and direct customer facing role • 5+ years of relevant professional experience within operational and customer impacting roles • Experience in developing and testing virtualized lab environments preferred • Strong ability to troubleshoot and problem solve • Proven ability to communicate clearly and professionally through video or phone and both written and verbal – across various audience levels including leadership • Proficiency in Hyper-V or ESXi required • Knowledge of Server/Client Distributed Model required • Skills in JavaScript Console/DOM Web Application Troubleshooting required • Familiarity with PowerShell, Python, and/or JavaScript preferred • Experience with Git/GitHub/ADO, RESTful API, Docker and Virtualization Technologies required • Familiarity with implementations of common VPN protocols (OpenVPN, Wireguard, etc.) • Experience with common Public Cloud Providers (Azure, AWS, or GCP) required • Azure RBAC and Policy, AWS IAM Permissions Boundaries, Azure ARM, AWS Cloud Formation, Azure Blob and AWS S3 experience is desirable • Ability to multi-task, prioritize, and meet deadlines • Desire and ability to work at a fast pace and drive concurrent technical projects is required • Proven ability with excellent written and verbal communication skills • Must be comfortable working closely with technical and business audiences of all levels • Experience working cross-functionally and promoting collaborative partnerships to drive results • Strong MS Office, including Teams for web conferencing and internal communication and collaboration preferred • Detail oriented and organized.

🏖️ Benefits

• remote work environment • opportunity to work with talented colleagues • appreciation shared on a daily basis • no commuting pressure