Vice President of Technical Services, CaptivateIQ

• Prior 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 organizations with a technical product
• 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
• Visionary leadership: able to articulate and drive a radical new model for customer enablement and serve as a north star for the team and company
• Change orchestration: proven ability to transform teams and mindsets, a champion for experimentation, calculated risk-taking, and celebrating fast learning cycles
• Customer-obsessed systems thinking: always grounding decisions in the realities of diverse customer personas and their end-to-end experience
• Deep operational strength with an innovative, systems-thinking mindset

Desirable

• CaptivateIQ is seeking a Vice President of Technical Services to unify and lead Professional Services, Technical Support, and Customer Education under one strategy
• This newly architected role, reporting to the SVP of Customer Experience, is central to our mission of building a truly self-service, AI-powered enterprise platform - and to revolutionizing how we deliver customer enablement, onboarding, and product guidance at scale
• This leader will design and scale the next generation of technical service delivery: reducing support dependency, accelerating time-to-value, and enabling customers to self-solve with confidence, while maintaining world-class enterprise delivery
• Innovation: 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
• Strategy: Craft and socialize a multi-year roadmap spanning Customer Education, Professional Services, and Technical Support, leveraging digital-first, AI-powered experiences to drive scale
• 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
• Ensure rigor and leadership-level visibility of project health and status, risks, pipeline and resourcing visibility
• 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 CSAT, 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