ServiceRocket

Role Description At ServiceRocket, we believe that learning is the engine behind customer success. As part of our Crew Member Learning Solutions Specialist, you will play a pivotal role in driving customer engagement through tailored learning and certification experiences. You will ensure that learning is seamlessly integrated into the customer journey, from onboarding to maturity. You will directly engage with customers to provide needs assessments, build training plans, and use data-driven tracking to ensure our customers aren't just using our tools, but mastering them. This is a unique opportunity to help shape the future direction of our customer education programs from the ground up. What you’ll do - Consult & Partner: Conduct comprehensive needs assessments to understand customers' business challenges and skill gaps through interviews and product usage data. - Design Custom Journeys: Create customized learning success plans for individual customers, recommending the right mix of courses, workshops, and documentation to hit their goals. - Master the Delivery: Manage the end-to-end execution of live learning activities, facilitating high-impact sessions and adapting based on real-time questions and needs. - Drive Adoption: Recommend specific strategies to increase the "learning maturity" of the customer organization, acting as a motivator and expert for technical or pedagogical questions. - Orchestrate Success: Work closely with content developers, account teams, and authorized training partners to coordinate high-impact learning experiences. - Measure Impact: Track and report on learning progress using data-driven metrics to demonstrate ROI to stakeholders. - Problem Solve: Proactively identify and resolve obstacles to customer learning success through consultative problem-solving. Qualifications - Technical Toolset Expertise: Deep understanding of the Atlassian ecosystem tool set (Jira, Confluence, JSM, etc.). - Facilitation Agility: Experienced in live training, able to improvise and adapt on the fly. - Client Mastery: 3+ years in customer-facing roles or technical experience with tools requiring training support. - Program Management: Experience in ideation, scheduling, and resource management for complex training programs. - Adult Learning Foundations: Strong proficiency in adult learning principles and performance consulting. - The "Founding" Mindset: Comfortable in a "first-of-kind" role, helping to build programs without a playbook. - Communication: Exceptional writing and presentation skills, able to articulate a vision for alignment across teams. Our Selection Process Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you to partner with. You will first meet our TA member in charge of the process, who will guide you throughout the entire journey and answer any questions you may have. Then you’ll meet the selection team and the executive of the area. Additional Information ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us . Recruiters will never request payments, ask for financial account information, or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected] . We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

G'day! We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of our clients' and your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty-plus years and counting, we’ve got your back. Why is ServiceRocket the place for you 🧡 - A technology services leader of many solutions and partnerships with industry giants and household names. This allows you to team up with a world-class group of experts to execute meaningful projects. - Through your experience, you'll be able to enhance your industry knowledge and work with high-level decision-makers. - Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. Our culture rocks! You’ll join a fun-loving and inclusive work environment. - ServiceRocket has a dedicated leadership behaviors mindset that ensures you'll be a valued member of the team whose contribution matters. Visit our website to learn more and become a part of our Rocketeer Nation. About the Role At ServiceRocket, we believe that learning is the engine behind customer success. As part of our Crew Member Learning Solutions Specialist, you will play a pivotal role in driving customer engagement through tailored learning and certification experiences. You will ensure that learning is seamlessly integrated into the customer journey, from onboarding to maturity. You will directly engage with customers to provide needs assessments, build training plans, and use data-driven tracking to ensure our customers aren't just using our tools, but mastering them. This is a unique opportunity to help shape the future direction of our customer education programs from the ground up. What you’ll do - Consult & Partner: Conduct comprehensive needs assessments to understand customers business challenges and skill gaps through interviews and product usage data. - Design Custom Journeys: Create customized learning success plans for individual customers, recommending the right mix of courses, workshops, and documentation to hit their goals. - Master the Delivery: Manage the end-to-end execution of live learning activities. You won’t just follow a deck; you will facilitate high-impact sessions where you can pivot the conversation and adapt the "official script" based on the real-time questions and needs of the learners in the room. - Drive Adoption: Recommend specific strategies to increase the "learning maturity" of the customer organization, acting as a motivator and expert for technical or pedagogical questions. - Orchestrate Success: Work closely with content developers, account teams, and authorized training partners to coordinate high-impact learning experiences. - Measure Impact: Track and report on learning progress using data-driven metrics to demonstrate ROI to stakeholders. - Problem Solve: Proactively identify and resolve obstacles to customer learning success through consultative problem-solving. What you’ll bring - Technical Toolset Expertise: You must have a deep understanding of the Atlassian ecosystem tool set. This can be Jira, Confluence, JSM, or any other Atlassian software. - Facilitation Agility: You are a seasoned pro at live training. You know the material so well that you can improvise and adapt on the fly, answering "left-field" questions while keeping the class on track. - Client Mastery: You have 3+ years of experience in customer-facing roles (Customer Education, Scaled Success, or Training) and a proven ability to build high-value relationships in a B2B SaaS environment, or you have 3+ years of technical experience with the tools and have had customers that needed training support. - Program Management: You are deliberate and decisive, with experience in ideation, scheduling, and resource management for complex training programs. - Adult Learning Foundations: A strong proficiency in adult learning principles and performance consulting. - The "Founding" Mindset: You are comfortable in a "first-of-kind" role, helping to build programs where there isn't yet a playbook. - Communication: Exceptional writing and presentation skills. You can articulate a vision that creates alignment across cross-functional teams. Our Selection Process 🔎 Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you to partner with. You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the selection team and the executive of the area. Become a Crew Member. Join us in enabling global companies to take off. Additional Information ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email careers@servicerocket.com.

G'day! We are ServiceRocket 🚀 , a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got your back. Why is ServiceRocket the place for you 🧡 - A 20+ year tech services expert of many solutions and partnerships with industry giants. - Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. - Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. - We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award. Visit our website to learn more and become a part of our Rocketeer Nation. The Role: The Bridge to Business Readiness ServiceRocket is seeking a strategic and execution-focused professional services leader to guide and execute our User Acceptance Testing (UAT) and Business Readiness workstreams. This role is a critical function within the ServiceRocket methodology, bridging technical delivery, quality assurance, and user adoption You will be the final arbiter of quality and functionality, ensuring that all solutions rigorously meet business requirements. More importantly, you will proactively partner with the Change Management workstream to ensure the business is not only trained on the how but has successfully validated the what before Go-Live. Key Responsibilities: Integrating UAT and Change Management As the leader of the UAT workstream, your responsibilities span strategic execution, quality assurance, and cross-functional readiness: 1. Core UAT Strategy and Execution - Define Test Scenarios Aligned with Business Requirements: Partner with business analysts and solution architects to translate requirements into comprehensive, real-world test cases - Plan and Execute Test Cases & Scenarios: Develop the overall UAT strategy, detailed plans, timelines, and resourcing models required for successful execution - Prepare Test Environment and Data: Oversee the setup of the dedicated UAT environment and the preparation of representative test data - Execute Tests, Log Results, and Fix Defects: Lead the execution of UAT, managing the testing schedule, coordinating business testers, and ensuring all results are accurately logged and defects are triaged and prioritized - Capture and Prioritize Feedback/Defects: Implement a rigorous defect management process, collaborating with technical teams for timely resolution - Validate Migration Outcomes against Requirements: For migration projects, define the validation matrix to confirm successful data and functionality transfer 2. Alignment with Change Management - Test Readiness and Training Validation: Integrate the UAT process with the Change Management workstream. Use UAT testing cycles to validate the effectiveness of training materials and enablement sessions (e.g., test scripts should mirror training content) - Feedback Loop for Adoption: Ensure UAT testers are properly debriefed to capture early feedback on user experience, process friction, and potential adoption roadblocks. Communicate these findings directly to the Change Management Lead for inclusion in resistance management and communications plans - Risk Mitigation: Proactively report UAT status and defect trends to the Change Management team, allowing them to adjust communications and resistance management strategies based on technical risks identified during testing - Attention to Detail and Analytical Skills: Use analytical skills to report not just on defects, but on the business process gaps uncovered during UAT, providing data-driven insight back to the consulting team 3. Governance and Final Sign-Off - Obtain Final Business Sign-Off for Go-Live: Own the formal process for achieving final UAT sign-off. Present clear, data-driven evidence to executive stakeholders that the solution meets all business acceptance criteria and is ready for production deployment - Business Readiness Confirmation: Collaborate with the Change Management Lead to confirm that both the system (via UAT sign-off) and the people (via training and adoption readiness checks) are prepared for the transition.4. Client Relationship and Success Management - Manage Customer Relationships and Stakeholder Alignment: Act as a primary point of contact for key business stakeholders during UAT, maintaining strong, collaborative relationships throughout the workstream - Customer Success Criteria Management: Actively partner with the customer to define, track, and ensure alignment with stated business success criteria and key performance indicators (KPIs) beyond initial UAT sign-off, ensuring the delivered solution drives expected business value - Post-Go-Live Feedback Loop: Institute a structured process for gathering post-deployment feedback from business users to identify areas for optimization and ongoing service opportunities Required Experience and Competencies - 8 - 15 years of progressive experience in technology consulting, quality assurance, or project delivery, with a minimum of 5 years specialising in leading large-scale UAT or functional testing workstreams - Demonstrated experience working closely with Change Management teams to drive holistic project success - Expertise in structured testing methodologies, defect tracking, and test management best practices, ideally within the Atlassian ecosystem (Jira) - Exceptional leadership, communication, and executive-level presentation skills, with demonstrated ability to drive consensus and achieve sign-off from diverse stakeholders. Your Comp 💸 The US annual pay range for this Level 5 position is between $150,000 to $180,000 per annum. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.  The pay range is the base pay being offered combined with our company-wide bonus plan. In addition, we provide allowances to cover technology, education, and wellness and a full range of medical, retirement, and other benefits. The total earnings may vary depending on experience and geographical location. Perks ✨🍇🚀 - Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit. -Stock options : you have the opportunity to participate in the ownership of the company. -Health insurance: we support you and your family–your well-being matters. -Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. -Career pathways program : you can grow horizontally, vertically, or any way you want. -Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness. -Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture. Our Selection Process 🔎 Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area. Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career! Additional Information ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. *Only shortlisted candidates will be notified* Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance. RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email careers@servicerocket.com.