Develop and champion a bold, “next-level” vision for Technical Services that accelerates CaptivateIQ’s 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, driving convergence toward digital-first, AI-powered experiences. Launch self-service experiences: customer portals, in-product guidance, AI-assisted support, and scalable implementation templates. Overhaul our education program to prioritize embedded, contextual product guidance over static content - replace traditional training models with just-in-time, in-app learning and personalized content delivery. Expand self-service capabilities to reduce 1:1 support volume - e.g., searchable knowledge bases, diagnostic tooling, and AI-assisted troubleshooting. Define the future of Professional Services by moving beyond standard implementation delivery to flexible, templatized, and AI-augmented frameworks. Continuously uplevel team members to be strategic and consultative customer partners, while automating and productizing lower-level transactional tasks. Regularly engage with customers, beyond escalation management, to form long-term relationships with key stakeholders, understand their perspectives, and serve as an internal voice of the customer. Surface recurring product gaps and usage friction through frontline insights and partner with Product & Eng to influence roadmap priorities. Establish, monitor, and continuously evolve KPIs aligned to digital adoption, reduced ticket volume, faster implementation times, improved NPS, and tangible customer value realization. Instill a culture of curiosity, ownership, and customer obsession across all Technical Services teams - foster the culture of experimentation and innovation.