Sr. Manager, Customer Adoption

About the Role<br/>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. <br/>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.  <h3>Responsibilities</h3> <ul> <li>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</li><li>Develop relationships with key customers and internal stakeholders</li><li>Identify and collaborate with internal teams to mitigate customer escalations</li><li>Contribute and collaborate internally with the CaptivateIQ team, share knowledge and standard processes with team members, contribute to internal projects and initiatives</li><li>Define critical metrics and hold the team responsible for achieving them</li><li>Navigate, escalate and lead efforts on complex customer requests or projects</li><li>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</li><li>Solid understanding of business processes (Sales, Service, Marketing, Support) business applications and automation</li><li>Knowledge of the software development process and of software design methodologies (coding experience useful, but not required)</li><li>Calm, organized, positive and can do attitude</li></ul> <h3>Requirements</h3> <ul> <li>6+ years of strong Commissions industry experience, B2B, and/or Saas</li><li>5+ years in a customer facing role</li><li>Experience in one or more of the following: Technology Consulting, Customer Success, Technology Solutions Development, Technical Support</li><li>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</li><li>Navigate, escalate and lead efforts on complex customer requests or projects</li><li>Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level</li><li>Ability to prioritize, multi-task, and perform effectively under pressure</li><li>Solid understanding of business processes (Sales, Service, Marketing, Support) business applications and automation</li><li>Knowledge of the software development process and of software design methodologies (coding experience useful, but not required)</li><li>Friendly, obsessively customer-focused and service-oriented</li><li>Fluent in English </li></ul>