Vice President of Technical Services
New
The OTE range represents the minimum and maximum for this position across North America. For candidates in Canada, the range is $308,000–$378,000 CAD.Full-TimeVp
Salary225,000 - 330,000 USD per year OTE
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Job Details
- Required Skills
- Artificial IntelligenceTechnical supportChange ManagementSaaS
Requirements
- Prior VP-level experience in post-sales functions (Professional Services, Customer Education, Technical Support, or analogous technical/strategy roles), Product leadership, or Strategy Roles.
- Experience within high-growth SaaS organizations with a technical product.
- Demonstrated history of innovation, creative problem-solving, or executing transformational change in customer-facing teams or digital product functions.
- Comfort with ambiguity and strong internal pitch/advocacy skills.
- Visionary leadership ability to drive a radical new model for customer enablement.
- Proven ability to transform teams and mindsets (change orchestration).
- Customer-obsessed systems thinking.
- Deep operational strength with an innovative, systems-thinking mindset.
Responsibilities
- Unify and lead Professional Services, Technical Support, and Customer Education under one strategy.
- Design and scale the next generation of technical service delivery: reducing support dependency, accelerating time-to-value, and enabling customers to self-solve.
- Develop and champion a vision for Technical Services that accelerates a shift toward a fully self-service, product-led customer journey.
- Craft and socialize a multi-year roadmap spanning Customer Education, Professional Services, and Technical Support.
- Launch self-service experiences such as customer portals, in-product guidance, AI-assisted support, and scalable implementation templates.
- Overhaul the education program to prioritize embedded, contextual product guidance.
- Define the future of Professional Services by moving to flexible, templatized, and AI-augmented frameworks.
- Ensure leadership-level visibility of project health, risks, and resourcing.
- Establish and monitor KPIs aligned to digital adoption, reduced ticket volume, faster implementation, and improved CSAT.
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