Skillable

Manager

• Manage, train, coach, and mentor the IT support team, fostering a culture of excellence, customer service and continuous improvement.
• Oversee daily operations of the IT service desk, ensuring effective ticket management and adherence to Service Level Agreements (SLAs).
• Design and implement robust IT support workflows, including escalation paths and resolution procedures.
• Monitor service desk metrics (ticket resolution times, user satisfaction, backlog trends) and adjust processes to optimize performance.
• Contribute to and improve a comprehensive knowledge base and self-service resources for employees.
• Collaborate with IT and Security leadership and other internal partners to ensure IT support aligns with strategic initiatives and business goals.
• Provide regular performance reports and strategic recommendations to leadership.
• Manage the onboarding/offboarding process to ensure timely provisioning and deprovisioning of IT assets and access.
• Resolve high-priority escalations and complex technical issues, providing guidance to support staff as needed.
• Develop, create and own the delivery of appropriate onboarding and training materials to ensure successful assimilation with the team and division.
• Participate in the recruitment and hiring of new team members.
• Resolve or direct ticket escalations as necessary, providing expert support and backup to the IT service team.
• Provide on call support on rotation with other team members.
• Participate in compliance reviews and audit collection as necessary.
• Communicate system health updates to stakeholders and employees.
• Participate as necessary in incident escalation resolution.
• Oversee budget for the IT service desk, ensuring cost-effective solutions and resource allocation.
• Manage relationships with external vendors and service providers.
• Support development and maintenance of disaster recovery plans to ensure business continuity in case of IT service disruptions.
• Ensure all IT support activities comply with relevant regulations and security policies.
• Drive innovation within the service desk team to continuously improve process and service delivery.
• Regularly engage with stakeholders to understand their needs and expectations and align IT support accordingly.
• Participate in the development of user training programs to educate employees on best practices and tool updates.
• Create and manage reporting dashboards for service and system insights.
• Support and promote company values through positive interactions with both internal and external stakeholders on a regular basis.
• Other strategic business initiatives or special cross-functional project involvement as required.

IT Service Desk Manager

Account Executive

• Own and drive strategic client and partner prospecting, key presentations, negotiations, contract development and product solutions with key stakeholders and executives, ensuring all deliverable milestones are met to win new logos and support company revenue goals.
• Develop and employ a deep and evolving understanding of the US academic market landscape including policy, macro-economic market trends, labor or demand side dynamics, emerging technologies, and competitive landscape.
• Create, maintain, and execute creative and applicable account penetration strategies for top tier account assignments and targets.
• Consistently conduct high-touch, strategic prospecting efforts in collaboration with account based marketing (ABM) campaign programs and Sales Development Representative activities.
• Create sales pipelines through best-practices, disciplined networking, prospecting, discovery, and qualification techniques.
• Maintain a deep understanding of influential education technology company’s whose core mission is to serve Academic markets exploring relationships where significant leverage exists.
• Comfortable and experienced with the RFI/RFP process and willing to quarterback the process cross functionally within and across Skillable.
• Be accountable to produce self-sourced first meetings (in addition to those generated through Demand Generation programs) in order to generate sufficient pipeline coverage for sales quota target.
• Document and regularly maintain sales opportunity data and provide accurate sales forecasting through internal systems.
• Manage the full sales cycle from lead to close including choregraphing the proper use of Skillable assets and cross-functional resources.
• Work closely with Skillable’s Chief Growth Officer and sales leadership and broader sales organization to develop sales strategy, monitor and analyze KPIs, and beat organizational revenue goals as a team.
• Serve as a trusted advisor to understand your prospects’ desired organizational and institutional outcomes, dynamics and details of their organization and propose appropriate solutions and services to ensure satisfaction and success.
• Understand and sell a complete virtual labs solution, along with content, services, and support to ensure customers’ technology skills training, development, and validation needs are met.
• Continuously partner with internal product, technology and customer experience teams to stay aware of key product features and differentiators.
• Consistently and regularly meet or exceed quarterly and annual quotas.
• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.
• Other strategic business initiatives or cross-functional project involvement as required.

Senior Account Executive – Academic

Engineer

• Monitor datacenter infrastructure health, capacity, and performance by proactively identifying risks, inefficiencies, or failure points and responding to issues as needed
• Work with our datacenter suppliers and vendors to procure hardware and services for replacement, expansion, and lifecycle management
• Perform day to day administrative, management, and configuration tasks of datacenter infrastructure, including servers, networking, power, and supporting systems
• Engage with internal staff and support to understand platform use and shortcomings
• Analyze infrastructure and platform usage to define, document, and promote best practices, standards and reusable templates.
• Contribute to discussions and decisions on the directions we are taking and ongoing projects/tasks
• Create and maintain technical documentation, runbooks, and operational processes to support scalability and knowledge sharing.
• Identify opportunities to automate operational tasks using scripting and tooling to reduce manual effort and error.
• Continuously improve monitoring coverage and alert quality to reduce noise and improve signal.
• Support vulnerability remediation and patching efforts across infrastructure components
• Standardize operational procedures to improve consistency and reduce operational risk
• Serve as a technical point of escalation for resolving issues affecting our platform, driving issues to resolution
• Develop, maintain and enhance monitoring, alerting and observability solutions to improve operational awareness and response times.
• Coordinate routine, scheduled, and emergency maintenance activities to ensure maximum uptime and minimal service disruption.
• Collaborate with internal engineering, operations, and support teams to understand platform usage, constraints, and improvement opportunities.
• Travel to datacenter locations, both domestic and international, to support projects, deployments, audits, and vendor engagements.
• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.
• Perform additional responsibilities as assigned to support the overall health, stability, and growth of the platform.

Datacenter Engineer

Backend Engineer

• Designing, optimizing, and maintaining Azure SQL database environments
• Supporting development teams and modern DevOps practices
• Partnering closely with engineering teams and architects to ensure database design, deployment, and performance are aligned with application development and agile delivery
• Designing and modeling relational database solutions using SQL technologies (e.g., Azure SQL)
• Deep involvement with engineering team in the Data Access Layer using EF CodeFirst modeling, mappings, and LINQ queries
• Establishing data unit test patterns and framework for LINQ/query expressions and other data access patterns
• Planning, scripting, reviewing, and rolling out EF migrations
• Analyzing and optimizing SQL query performance
• Optimizing performance of application-generated queries on Azure SQL Database
• Operating as a subject matter expert on data access and ORM integration
• Automating database deployment and maintenance tasks using CI/CD pipelines and infrastructure-as-code
• Managing and synchronizing database changes across environments
• Overseeing and managing Azure cloud-hosted databases
• Integrating and maintaining monitoring and alerting solutions for proactive database performance management
• Exploring and recommending new technologies, patterns, and methods
• Collaborating with Architects to implement high availability and disaster recovery solutions
• Participating in agile ceremonies and on-call rotations as needed

Senior Backend Engineer – SQL

Product Designer

• Responsible for developing modern and innovative user experience designs that enable customers to maximize the value of Skillable products
• Serve as a partner to product and engineering teams, ensuring strong communication and collaboration
• Translate product briefs and requirements into detailed user flows, wireframes, and screens
• Document current and desired workflows to support alignment across Product Management, Technical Product Management, and Engineering
• Support usability and functionality improvements across legacy and new product areas
• Create clear, well-organized design deliverables to support efficient handoff and implementation
• Collaborate in a remote work setting, with Partner with product & engineering stakeholders to ensure success
• Balance user needs with technical and business constraints to deliver feasible design solutions
• Create designs and intuitive, functional, user interfaces while placing heavy value on patterns and reusable components
• Partner with Developers and Product Managers on design system management within Figma
• Proactively consider accessibility standards in every UX design
• Work with product marketing to support in-product messaging assets
• Execute work with minimal supervision, maintaining a focus on quality and timeliness
• Apply guidance and direction and incorporate feedback from more experienced colleagues
• Follow established best practices to ensure consistency
• Support and promote the company values through positive interactions with both internal and external stakeholders on a regular basis.
• Other strategic business initiatives or special cross-functional project involvement as required.

Associate UX/UI Designer

Cloud Engineer

• Design resilient and scalable solutions for high availability and disaster recovery
• Zealously pursue cloud cost optimization, both for platform infrastructure and lab cloud fabrics
• Work with the data and billing teams to ensure financial transparency (costs properly allocated to labs) and to identify/prevent fraudulent charges
• Build a defense in depth around our cloud platform and lab fabrics to ensure all possible security measures are in place for securing our cloud resources
• Implement monitoring for availability, performance and cost
• Automate routine tasks (example: orphan object cleanups) and drive the creation of infrastructure as code (IAC)
• Troubleshoot and resolve technical issues related to cloud infrastructure
• Communicate internally the status of issues, outages challenges and risks
• Act as the cloud team representative during incidents
• Guide and influence decisions with proven data analysis and metrics to ensure clear understanding across all levels of the organization
• Support and promote the company values through positive interaction with both internal and external partners and customers on a regular basis
• Other strategic business initiatives or cross-functional project involvement as required

Program Manager

• Be a trusted partner with named customers to serve as their external subject matter expert on Skillable product and services that align with their organization programs and strategies.
• Programs may include content or products that are produced external to Skillable, but made available to broader customer and partner networks.
• Leverage knowledge of customer business models that drive program existence to establish and build upon external programs that allow the customer to maximize on their invested value of Skillable products.
• Own responsibility for daily, monthly and annual customer program oversight success by leveraging both an understanding of customer wants and needs and Skillable product capabilities.
• Define, plan, implement, and evolve strategies and designs for assigned programs within specific customer accounts.
• Manage and facilitate communications with internal and external stakeholders and customers while organizing plans to execute specific customer programs.
• Manage sales readiness for assigned programs.
• Monitor for changes and drive updates and modifications to the program definition and collateral.
• Advise learning partners and customers on new or evolved strategies and options regarding implementation of programs with Skillable products.
• Liaise with partners and customers to ensure effective implementation of programs acting as primary contact for specific program.
• Monitor overall delivery of programs and identify areas of improvement utilizing evaluation tools and/or reports.
• Manages individual projects that support overall program.
• Coordinate with technology and program development leads to drive feature development and operational procedures relating to assigned program.
• Work with marketing team to improve customer messaging and programmatic strategies.
• Own project coordination and the management of project interdependencies and milestones.
• Partner cross-functionally to ensure all critical milestones are met and all key internal stakeholders at Skillable are appropriately engaged.
• Identify and address problems and risks while ensuring ongoing and updated program documentation.
• Review program goals regularly and align and adjust deliverables to anticipated program outcomes for scalability and sustainability.
• Regularly evaluate and assess programs’ strengths and weaknesses to understand useful trends in future decision making.
• Continually improve programmatic processes and maintain related documentation.
• Represent Skillable professionally during webinars, customer meetings and corporate events as required.
• Support and promote the company values through positive interactions with both internal and external stakeholders on a regular basis.
• Other strategic business initiatives or special cross-functional project involvement as required.

• Develop modern and innovative user experience designs that enable customers to maximize the value of Skillable products
• Serve as a partner to product and engineering teams, ensuring strong communication and collaboration to create workflows and UX/UI designs that address the needs of all stakeholders
• Translate product briefs and requirements into detailed user flows, wireframes, and screens
• Document current and desired workflows to support alignment across Product Management, Technical Product Management, and Engineering
• Support usability and functionality improvements across legacy and new product areas
• Create clear, well-organized design deliverables to support efficient handoff and implementation
• Collaborate in a remote work setting, with cross-functional partners in an environment with evolving priorities
• Balance user needs with technical and business constraints to deliver feasible design solutions
• Create designs and intuitive, functional, user interfaces while placing heavy value on patterns and reusable components
• Partner with Developers and Product Managers on design system management within Figma
• Proactively consider accessibility standards in every UX design
• Work with product marketing to support in-product messaging assets
• Execute work with minimal supervision, maintaining a focus on quality and timeliness
• Partner with product & engineering stakeholders to ensure successful project outcomes
• Actively participate in trainings/knowledge sharing to expand role scope and responsibilities
• Propose process improvements to enhance the overall UX/UI design of Skillable products
• Support and promote the company values through positive interactions with both internal and external stakeholders on a regular basis
• Other strategic business initiatives or special cross-functional project involvement as required