Vice President of Technical Services

About the role

This Vice President role at CaptivateIQ involves leading three key customer-facing functions: Professional Services, Technical Support, and Customer Education. The primary goal is to integrate these areas under a single strategic vision to improve how customers engage with and utilize the platform. The focus is on streamlining technical service delivery to reduce reliance on direct support and to help customers achieve value from the product more quickly.

A significant part of this position centers on developing and implementing scalable customer enablement strategies. This includes driving self-service options, leveraging AI for guidance, and improving onboarding and product education processes. The aim is to empower customers to confidently resolve issues independently, while still ensuring a high standard of enterprise-level service delivery for complex needs.

Success in this role means establishing world-class service delivery that also allows customers to self-solve effectively. The ideal candidate will be an executive with a proven history of leading these functions within a SaaS or enterprise platform environment. They will need to demonstrate the ability to build scalable service models and foster customer enablement at scale, aligning various teams towards common objectives.

The salary for this position ranges from $51,750 to $86,250 USD annually.

Who this role suits

• An executive leader with a background in professional services, technical support, and customer education within a SaaS or tech-enabled services company.
• A strategic thinker who can design and implement scalable service delivery models and customer enablement programs.
• A strong collaborator capable of aligning diverse cross-functional teams towards shared goals.
• Someone with proven experience reporting to senior leadership, such as an SVP.

From the employer

What you'll do

• Lead and unify Professional Services, Technical Support, and Customer Education under a single strategic vision.
• Design and scale technical service delivery to reduce dependency on support and accelerate customer time-to-value.
• Drive self-service enablement, AI-powered guidance, onboarding, and product education at scale.
• Ensure world-class enterprise delivery while enabling customers to self-solve with confidence.

Who you are

• Experienced executive leading professional services, technical support, and customer education in a SaaS or enterprise platform environment.
• Strategic thinker with a track record of building scalable service delivery models and driving customer enablement at scale.
• Strong collaborator who can align cross-functional teams to a common vision and outcomes.

Requirements / Qualifications

• Significant leadership experience in professional services, technical support, and customer education for a SaaS or tech-enabled services company.
• Proven ability to design scalable, AI-powered self-service enablement and customer onboarding programs.
• Demonstrated track record of delivering enterprise-level service delivery with high customer satisfaction and time-to-value.
• Excellent cross-functional leadership and communication skills, with experience reporting to senior leadership (e.g., SVP level).