About the Role
We are searching for a passionate new team member to join our Customer Adoption team as a Sr. Manager, Customer Adoption. Our Customer Adoption team provides our customers with a unique combination of world class technical support, consultation, and services to help them resolve their most complex inquiries with CaptivateIQ.
The ideal candidate for this role is someone who has previously managed a Technical Support and/or Managed Services team and is motivated, tenacious, and driven to succeed in a fast-paced environment. We are looking for an effective leader with the ability to drive and motivate a technical team. Do you learn quickly, love motivating teams, and have a knack for calming during a storm? If so, this role is for you as it is an incredible opportunity to lead a new team, define best practices, and contribute to the ever growing and changing Customer Adoption team.
Responsibilities
- Lead and develop a team of Compensation Solutions Consultants, ensuring the engagement and success of their customers and the growth and nurturing of their careers
- Develop relationships with key customers and internal stakeholders
- Identify and collaborate with internal teams to mitigate customer escalations
- Contribute and collaborate internally with the CaptivateIQ team, share knowledge and standard processes with team members, contribute to internal projects and initiatives
- Define critical metrics and hold the team responsible for achieving them
- Navigate, escalate and lead efforts on complex customer requests or projects
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-levelAbility to prioritize, multi-task, and perform effectively under pressure
- Solid understanding of business processes (Sales, Service, Marketing, Support) business applications and automation
- Knowledge of the software development process and of software design methodologies (coding experience useful, but not required)
- Calm, organized, positive and can do attitude
Requirements
- 6+ years of strong Commissions industry experience, B2B, and/or Saas
- 5+ years in a customer facing role
- Experience in one or more of the following: Technology Consulting, Customer Success, Technology Solutions Development, Technical Support
- Experience leading a technical or consultant team in the SaaS space, providing direct oversight to engagement outcomes and overall health, as well as direct alignment to customer executive partners
- Navigate, escalate and lead efforts on complex customer requests or projects
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Ability to prioritize, multi-task, and perform effectively under pressure
- Solid understanding of business processes (Sales, Service, Marketing, Support) business applications and automation
- Knowledge of the software development process and of software design methodologies (coding experience useful, but not required)
- Friendly, obsessively customer-focused and service-oriented
- Fluent in English
