VitalSource

• Partner with Product Management to plan releases and address technical, performance, and security needs • Lead and oversee the team’s engineering processes and delivery • Assign, coordinate, and manage team priorities and workload • Communicate clearly with stakeholders on roadmaps, timelines, risks, and progress • Collaborate with engineering leadership to integrate, deploy, and operate services • Define scope, effort, and technical approach for team initiatives • Ensure strong system architecture, reliability, monitoring, and on-call practices • Advocate for the team by securing resources and supporting their success

• Partners with leaders across non-engineering functions to assess workflows, identify high-value AI and automation opportunities, and prioritize initiatives based on business impact, feasibility, and strategic alignment • Designs AI-enabled workflow approaches that integrate with enterprise systems, data sources, and approved tooling environments, with clear requirements for implementation teams • Translates prioritized use cases into implementation-ready materials, including workflow definitions, process maps, requirements, data considerations, and acceptance criteria • Supports alignment of cross-functional AI initiatives with enterprise governance, privacy, security, confidentiality, and compliance requirements in partnership with relevant stakeholders • Leads targeted enablement and change adoption efforts within business functions to improve effective, sustained use of AI-enabled workflows • Documents repeatable patterns, standards, and playbooks that improve the scalability and consistency of AI enablement across departments

• Lead, coach, and develop a team of Customer Success Managers to deliver retention, adoption, and expansion outcomes across assigned customer segments or portfolios • Set team goals, performance expectations, and operating rhythms aligned to customer outcomes, revenue retention, and growth objectives • Oversee execution of the customer lifecycle, including onboarding coordination, value realization planning, risk management, and expansion readiness • Review portfolio health, customer risk indicators, and growth opportunities to guide prioritization, escalation handling, and proactive engagement strategies • Partner with Sales, Product, Operations, and Support to align customer strategy, improve service delivery, and resolve issues affecting customer outcomes • Improve Customer Success processes, reporting, and engagement models to support scale, consistency, and better visibility into business impact • Support complex or high-impact customer situations and executive-level engagements when escalation, alignment, or recovery is required

• Develop and implement BI solutions tailored to the education sector • Collaborate with stakeholders to identify and prioritize data analytics needs • Design and maintain dashboards and reports • Conduct in-depth analyses of educational data • Work closely with the product development team to integrate analytics findings into EdTech solutions

• Develops, manages, and delivers customer training programs to ensure high-value service to new and existing customers • Partners with Sales, Customer Success, Marketing, and other functional subject matter experts to develop training requirements and content • Develops quality and relevant training content to increase customer user adoption and continued customer utilization • Utilizes technology and internal resources to create and deliver training with videos, documentation, webinar/virtual training, customer portals, and live training sessions at customer sites • Develops and delivers ongoing internal training, including train-the-trainer sessions • Recommends and implements targeted learning and organizational development solutions • Measures the impact of instructional programs and generates appropriate metrics to demonstrate the effectiveness and return on investment of the program • Conducts ongoing review of training content and asset library to keep assets current, relevant, and effective • Provides level-one support to Sales and Customer Success, as needed, in answering questions regarding VST training tools and courses • Other duties as assigned.

• Collaborates closely with engineering leadership on releases, technical concerns, and system performance and security • Responsible for the overall Engineering process of team • Communicates, manages, coordinates, and assigns tasks to team members • Communicates clearly with project stakeholders on project roadmaps, delivery goals, impediments, delays, or issues • Coordinates with other engineering leadership as needed to integrate, deploy, and operate services • Has a deep understanding of technology architecture, Infrastructure as Code, systems, security models and VitalSource business models to support team services • Manages on call rotations as needed • Advocates on behalf of team members by securing adequate resources for success • Leads and develops a Systems Engineering team through coaching, mentoring, and ongoing professional development