Vice President of Technical Services

Join to apply for the Vice President of Technical Services role at CaptivateIQ Join to apply for the Vice President of Technical Services role at CaptivateIQ Get AI-powered advice on this job and more exclusive features. This range is provided by CaptivateIQ. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $225,000.00/yr - $300,000.00/yr Job Location The candidate selected for this opportunity must reside near one of the following locations: - Austin, TX 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, driving convergence toward digital-first, AI-powered experiences.\ Launch self-service experiences: customer portals, in-product guidance, AI-assisted support, and scalable implementation templates. Transformation of Customer Education, Support, and Professional Services Responsibilities 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. Operational Excellence & Customer Impact Responsibilities 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. Requirements 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. Nice to Have Experience in digital transformation, product management, design thinking facilitation, or leading AI- or automation-forward initiatives. Skills & Behaviors 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. Highly collaborative and influential: excels at working cross-functionally; inspires action across levels and disciplines. Data- and outcome-oriented: comfortable setting, monitoring, and iterating against ambitious goals. (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. Compensation $225,000 - $300,000 a year The OTE range in USD represents the minimum and maximum for this position across North America. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE is just one component of CaptivateIQ's competitive total rewards package. #J-18808-Ljbffr