Top Hat

• We are seeking a leader who will not simply manage the existing organization but will help define the next chapter of sales leadership at Top Hat. • The next Director will be required to raise standards, develop future leaders, and shape what excellence looks like for a modern, high-performing revenue organization. • This position requires approximately 30% of your time to be spent on campus during the busy sales seasons, from mid-January through May and mid-August through mid-December. • This position offers the opportunity to shape strategy, develop leaders, and remain closely connected to the market, the team, and the customer experience.

Role Description We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary owner of our Self-Service Ecosystem, using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human. - Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data. - Salesforce Operations: Identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated. - Root-Cause Escalations: Handle high-level technical escalations to update our AI and Knowledge Base so the issue never happens again. - Technical Enablement: Own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks. - Peak Period Support: Act as a core technical support agent during peak periods, handling complex cases and critical system issues. - Knowledge Management: Develop a cross-platform content strategy that optimizes the Knowledge Base for 'Search-First' and 'AI-First' discovery. Qualifications - 1–2 years in a technical support or helpdesk environment. - Ability to rewrite confusing technical errors into clear, helpful solutions for non-technical users. - Understanding of Salesforce’s backend setup. - Logic-first mindset with an enjoyment for building "If/Then" scenarios and workflows. - Passionate about AI and Automation with a desire to build and manage these tools. Requirements - Experience using or experimenting with AI or vibe coding is a plus. Success Metrics - Deflection Rate: Reducing the percentage of simple inquiries reaching the team. - AI Accuracy & Resolution Rate: Percentage of customer inquiries successfully resolved by the AI without human intervention. - System Health: Reducing the manual steps required to resolve an escalation. - Offshore Technical Quality: Maintaining high QA scores through automated training systems. - Workflow Automation Impact: Time saved per case or process due to new Salesforce automations or system improvements. - Innovation Velocity: Number of successful "new-to-business" automations or process improvements implemented per quarter. Benefits - A noble mission that creates meaningful, fulfilling work. - A team that cares deeply for customers and for each other. - Flexible, remote-first work environment. - Professional learning and development for all role levels. - An awesome and welcoming Toronto HQ. - Competitive health benefits that start on day one. - A management team focused on performance, growth, engagement, and connection. - Innovative PTO policy with lots of time and space for self-care. - Passionate customers that believe in us—and what we do. - A chance to work with new tech like generative AI—and see the customer impact.

• Evolve and expand our existing security activities – threat modeling, risk mitigation, observability, incident response. Manage and execute security projects based on internal and external inputs such as our bug bounty program, pentesting, or other gap analysis. • Implement security improvements as an individual contributor as well as in collaboration with our teams. Set the standard for how new code being shipped meets our security needs. • Advocate for security. Build a culture of security ownership rooted in shared values • Managing security roadmaps from a corporate-wide perspective to meet the needs of various stakeholders including enterprise sales enablement. • Work in a predominantly AWS cloud environment with some Google Cloud Platform services. Our services are built on Django and get continuously deployed.

• Own core backend systems, libraries, and internal developer tooling • Improve performance, reliability, and architectural improvements with high downstream impact • Ensure code quality and technical standards for the system surface area owned

• Own an expansive list of accounts within a defined region. • Find, create, facilitate, and close new business opportunities in your assigned accounts. • Represent and sell the full suite of Top Hat and approved partner products and services, including Top Hat’s digital textbook content and SaaS platform. • Effectively position and message Top Hat’s value proposition to professors or department leaders, using a mixture of sales techniques. • You will work closely with Customer Success Managers and internal product and marketing partners to ensure a great customer experience for professors and to maximize revenue growth.

• Own an expansive list of accounts within a defined region. • Find, create, facilitate, and close new business opportunities in your assigned accounts. • Represent and sell the full suite of Top Hat and approved partner products and services, including Top Hat’s digital textbook content and SaaS platform. • Effectively position and message Top Hat’s value proposition to professors or department leaders, using a mixture of sales techniques. • You will work closely with Customer Success Managers and internal product and marketing partners to ensure a great customer experience for professors and to maximize revenue growth.

Imagine someone gave you these three things: the opportunity to change the future of education, the autonomy to manage and grow your own territory, and all the necessary tools to be successful. If a job that combines all three of those things interests you, you may be a fit for our Sales Representative role here at Top Hat! As a Sales Rep, you will be assigned a territory of colleges and universities where you’ll have the autonomy to develop professional relationships with professors, demonstrate the value of our platform and products, and convert them into clients. You will add value by working with professors to enhance their teaching methods and help bring the educational experience into the future. To do this, you will show how our products help both students and professors engage in the classroom experience and improve learning outcomes. In essence, you will be making education better for students: one professor, one classroom, and one school at a time. This in-territory sales representative position requires approximately 40%-50% of your time to be spent on campus annually. During the sales seasons (approximately mid-January through May and mid-August through mid-December), you may spend up to 75% of your time on campus. You will be responsible for travelling to campuses within your territory to prospect professors. Due to travel requirements, we are only considering local candidates in the Greater Fort Lauderdale and Miami areas. What You’ll Do: - You will find, create, facilitate, and close new business opportunities in your assigned accounts. - Represent and sell the full suite of Top Hat and approved partner products and services, including Top Hat’s digital textbook content and SaaS platform. - Effectively position & message Top Hat’s value proposition to professors or department leaders, using a mixture of inside and outside sales techniques. - You will work closely with Customer Success Managers and internal product and marketing partners to ensure a great customer experience for professors and to maximize revenue growth. Who You Are: - You have a Bachelor's degree. You are highly motivated, achievement-oriented and excited to join a team that is driving change in higher education! - You have 2+ years of experience in a sales role. Experience selling to professors in person on campus is highly preferred. - This role requires 40-50% (up to 75%) of your time travelling to campuses for in-person sales during the busy sales season. A valid Driver’s License is required. - You have the sales skills, including the ability to identify, drive, and close large/complex deals, prospect effectively, and run the full sales cycle (including cold calling, demos, discovery, solution presentation, negotiation and closing). - You are ambitious and have the drive to succeed. - You have experience working in a metrics-driven environment and remain positive when facing common objections. - You have a strong ability to interpret and apply feedback (coachable). Why team members love working at Top Hat: - A noble mission that creates meaningful, fulfilling work - A team that cares deeply for customers and for each other - Flexible, remote first work environment - Professional learning and development for all role levels - An awesome and welcoming Toronto HQ - Competitive health benefits that start on day one - A management team focused on performance, growth, engagement and connection - Our winning strategy and market potential - Innovative PTO policy with lots of time and space for self-care - Passionate customers that believe in us—and what we do - A chance to work with new tech like generative AI—and see the customer impact

• Build and operate platform-level shared services and capabilities, such as continuous integration, continuous deployment, infrastructure automation, and monitoring. • Extend our reusable service template and its associated CI/CD tooling. • Lead efforts to further mature our cloud infrastructure and platform offering as our business grows. • Build and extend our production observability, helping teams manage and achieve SLOs. • Scale continuous deployment practices across the engineering department, equipping teams to ship software reliably and frequently with minimal friction. • Provide reusable patterns and guidance to enable DevOps practices (end-to-end production ownership within each cross-functional team). This means working with tools and infrastructure in addition to shaping processes and practices. • Coach product teams on operational ownership and teach blame-free root cause analysis for incidents that impact customers or delivery performance. • Mentor and support platform team members as they acclimate to the domain. You will also help new and junior developers learn how we work; day-to-day routines, best practices, and patterns while providing both positive and constructive feedback tactfully. • Participate in team on-call practices and support rotations.

• As a Sales Rep, you will be assigned a territory of colleges and universities where you’ll have the autonomy to develop professional relationships with professors, demonstrate the value of our platform and products, and convert them into clients. • You will add value by working with professors to enhance their teaching methods and help bring the educational experience into the future. • To do this, you will show how our products help both students and professors engage in the classroom experience and how they enable better learning outcomes. • In essence, you will be making education better for students: one professor, one classroom, and one school at a time. • You will find, create, facilitate, and close new business opportunities in your assigned accounts. • Represent and sell the full suite of Top Hat and approved partner products and services, including Top Hat’s digital textbook content and SaaS platform. • Effectively position & message Top Hat’s value proposition to professors or department leaders, using a mixture of inside and outside sales techniques. • You will work closely with Customer Success Managers and internal product and marketing partners to ensure a great customer experience for professors and to maximize revenue growth.

• Spend lots of time with professors and students: hearing from them directly about their challenges and aspirations. • Collaborate with product managers often: articulating which problems are worth solving and finding solutions. • Iterate on concepts: exploring lots of ideas in a low & high fidelity while getting feedback from designers, your team, and users. • Ship features often: Top Hat believes in true agile; shipping small and frequent updates to our products. You’ll be collaborating directly with engineers to ensure your designs are built to a high standard of quality. • Add to our team process: As a senior contributor, you’ll have opinions on how design systems and components should support the userbase. You’ll collaborate with the rest of our design organization to improve our processes and design systems—including recent advancements with AI.