CaptivateIQ, Inc.
Senior Manager, Professional Services
CaptivateIQ, Inc., Raleigh, North Carolina, United States, 27601
CaptivateIQ is transforming how companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management and now expand our platform to solve broader sales planning challenges. Recognized by analysts like Forrester and G2 and backed by investors including Sequoia, ICONIQ, and Accel, we enable high‑growth companies such as Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue.
About the Role As Senior Manager, Professional Services, you will lead a growing team of consultants and architects who implement CaptivateIQ’s Incentive Compensation Management solutions for our customers. You will own a portfolio of strategic implementations and act as the liaison between delivery teams, product, and customer experience leadership. Your focus will be on scaling a high‑performing PS function while maintaining world‑class customer outcomes.
Job Location The role is hybrid (three days in‑office per week) or remote, with preferred locations in Austin, TX; Raleigh, NC; Nashville, TN; and Toronto, Canada.
Continuous Improvement & Excellence Responsibilities
Track, monitor, and analyze KPIs (NPS, time‑to‑value, utilization, project profitability) to identify trends and improvement opportunities.
Lead initiatives focused on scalability, automation, and knowledge sharing to drive faster, more consistent delivery.
Coach the team to look beyond go‑live, focusing on customer enablement and outcomes.
Champion the strategic adoption of AI and automation to enhance team efficiency and insight, ensuring technology complements rather than compromises the consultative relationship.
Team Leadership & Development Responsibilities
Lead, coach, and develop consultants and architects, fostering a culture of excellence, ownership, and continuous improvement.
Build leadership depth within the team by developing future managers and senior consultants through structured feedback, coaching, and stretch assignments.
Serve as an escalation point for complex implementations, strategic accounts, and customer challenges, guiding teams toward scalable, root‑cause solutions.
Partner with CX leadership to align hiring plans, onboarding, and enablement to business growth and evolving delivery models.
Delivery Oversight & Operational Strategy Responsibilities
Oversee execution of CaptivateIQ implementations across a diverse customer portfolio—ensuring on‑time, on‑budget, and high‑quality outcomes.
Manage delivery performance across the portfolio (capacity planning, utilization, margin, quality metrics, and customer satisfaction).
Standardize and continuously refine methodologies, templates, and playbooks to improve delivery predictability and efficiency.
Partner with the VP of Professional Services on strategic initiatives, including partner‑delivered implementations, AI‑assisted build frameworks, and methodology evolution.
Drive the adoption of consistent delivery metrics and proactively identify opportunities for automation or process improvement.
Customer & Stakeholder Engagement Responsibilities
Build trusted, executive‑level relationships with enterprise customers, acting as a strategic advisor and escalation point for implementation success.
Collaborate with Customer Success, Support, and Product teams to ensure a smooth transition from implementation to ongoing value realization.
Influence Product and Engineering priorities through structured feedback from implementation learnings.
Represent Professional Services in cross‑functional planning forums, bringing a delivery and customer lens to company‑wide decision‑making.
Requirements
7+ years of experience in Professional Services, Consulting, or Technical Implementation within SaaS or Enterprise Software.
3+ years of leadership experience, including managing Senior Individual Contributors.
Proven success scaling delivery organizations or transforming implementation processes for efficiency and customer impact.
Strong understanding of data integration, configuration, or business process automation.
Exceptional stakeholder management and executive communication skills—comfortable interfacing with enterprise customers and internal executives.
Nice to Have
Experience with ICM or SPM platforms (CaptivateIQ, Xactly, Varicent, Anaplan).
Technical fluency in SQL, ETL, APIs, or scripting languages.
Experience leading distributed or offshore delivery teams.
Familiarity with Agile methodologies or AI/automation in service delivery.
Benefits
100% medical, dental, and vision coverage (including 75% for dependents) for U.S. employees.
Flexible vacation days and quarterly mental health days.
One‑time expense on your first work anniversary.
Annual stipends for professional development and caretaking.
401(k) plan participation.
Apple products to support optimal performance.
Employee Resource Groups promoting DEI and supporting diverse talent.
Compensation Compensation includes a base salary in the range of $169,000 – $235,000 per year, plus an on‑target earnings (OTE) range that reflects individual proficiency, performance, and location. The total rewards package is competitive within the industry.
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About the Role As Senior Manager, Professional Services, you will lead a growing team of consultants and architects who implement CaptivateIQ’s Incentive Compensation Management solutions for our customers. You will own a portfolio of strategic implementations and act as the liaison between delivery teams, product, and customer experience leadership. Your focus will be on scaling a high‑performing PS function while maintaining world‑class customer outcomes.
Job Location The role is hybrid (three days in‑office per week) or remote, with preferred locations in Austin, TX; Raleigh, NC; Nashville, TN; and Toronto, Canada.
Continuous Improvement & Excellence Responsibilities
Track, monitor, and analyze KPIs (NPS, time‑to‑value, utilization, project profitability) to identify trends and improvement opportunities.
Lead initiatives focused on scalability, automation, and knowledge sharing to drive faster, more consistent delivery.
Coach the team to look beyond go‑live, focusing on customer enablement and outcomes.
Champion the strategic adoption of AI and automation to enhance team efficiency and insight, ensuring technology complements rather than compromises the consultative relationship.
Team Leadership & Development Responsibilities
Lead, coach, and develop consultants and architects, fostering a culture of excellence, ownership, and continuous improvement.
Build leadership depth within the team by developing future managers and senior consultants through structured feedback, coaching, and stretch assignments.
Serve as an escalation point for complex implementations, strategic accounts, and customer challenges, guiding teams toward scalable, root‑cause solutions.
Partner with CX leadership to align hiring plans, onboarding, and enablement to business growth and evolving delivery models.
Delivery Oversight & Operational Strategy Responsibilities
Oversee execution of CaptivateIQ implementations across a diverse customer portfolio—ensuring on‑time, on‑budget, and high‑quality outcomes.
Manage delivery performance across the portfolio (capacity planning, utilization, margin, quality metrics, and customer satisfaction).
Standardize and continuously refine methodologies, templates, and playbooks to improve delivery predictability and efficiency.
Partner with the VP of Professional Services on strategic initiatives, including partner‑delivered implementations, AI‑assisted build frameworks, and methodology evolution.
Drive the adoption of consistent delivery metrics and proactively identify opportunities for automation or process improvement.
Customer & Stakeholder Engagement Responsibilities
Build trusted, executive‑level relationships with enterprise customers, acting as a strategic advisor and escalation point for implementation success.
Collaborate with Customer Success, Support, and Product teams to ensure a smooth transition from implementation to ongoing value realization.
Influence Product and Engineering priorities through structured feedback from implementation learnings.
Represent Professional Services in cross‑functional planning forums, bringing a delivery and customer lens to company‑wide decision‑making.
Requirements
7+ years of experience in Professional Services, Consulting, or Technical Implementation within SaaS or Enterprise Software.
3+ years of leadership experience, including managing Senior Individual Contributors.
Proven success scaling delivery organizations or transforming implementation processes for efficiency and customer impact.
Strong understanding of data integration, configuration, or business process automation.
Exceptional stakeholder management and executive communication skills—comfortable interfacing with enterprise customers and internal executives.
Nice to Have
Experience with ICM or SPM platforms (CaptivateIQ, Xactly, Varicent, Anaplan).
Technical fluency in SQL, ETL, APIs, or scripting languages.
Experience leading distributed or offshore delivery teams.
Familiarity with Agile methodologies or AI/automation in service delivery.
Benefits
100% medical, dental, and vision coverage (including 75% for dependents) for U.S. employees.
Flexible vacation days and quarterly mental health days.
One‑time expense on your first work anniversary.
Annual stipends for professional development and caretaking.
401(k) plan participation.
Apple products to support optimal performance.
Employee Resource Groups promoting DEI and supporting diverse talent.
Compensation Compensation includes a base salary in the range of $169,000 – $235,000 per year, plus an on‑target earnings (OTE) range that reflects individual proficiency, performance, and location. The total rewards package is competitive within the industry.
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