SPC/SPCT Programs & Community Success Lead

Scaled Agile, Inc., (https://www.scaledagile.com) is the provider of SAFe®, the world’s leading framework for enterprise agility.

Through learning and certification, a global partner network, and a growing community of over 250,000 trained professionals, Scaled Agile helps enterprises build better systems, increase employee engagement, and improve business outcomes.

Based in Boulder, Colorado, Scaled Agile is a member of the Pledge 1% corporate philanthropy movement, SAI contributes to the local community and seeks to inspire and encourage other companies to the same purpose.

Overview of position:

In this new role we are seeking a team leader with recent SAFe training and delivery experience. The leader should have the experience and skills to inspire a talented Community Success Team and provide input to business decisions related to the evolution of Scaled Agile’s SPC and SPCT Programs. You will help extend the customer success work to the more proactive work of customer retention and support for Scaled Agile's international customers.

The Community Success Team provide direct case support and create self-service support for the SAFe Community. They produce a wide-range of content including: FAQs, explainer videos, webinars, presentations, podcasts for a variety of platforms including the SAFe Community Platform, web and social channels for use by the US and international community.

A leader who is strong operationally and can grow customer success into a growth lever for the business will be successful in this role.  Your efforts will make an immediate impact.

What you’ll be doing:

Business Vision:

• Collaborate to build a business vision for community success at Scaled Agile with a clear point of view on how to build and support an international community for maximum impact, engagement, and retention.
• Contribute to evolution of the member strategy
• Ensure that the team has capacity to meet growing demand using case deflection approaches and expanding the team to support the international community
• Provide visibility and monitor key metrics including NPS, capacity utilization, quality, and community feedback.

Team Leader:

• Lead a high performing Community Success team coaching and supporting their workflow, productivity and program support activities.
• Provide support as they expand their support and develop higher levels of customer self-service

Case Management:

• Maintain flow of case response content from SAI teams to support FAQs development and timely case response.
• Develop support materials to enable SPC/SPCTs to answer questions and promote certification and use of the community platform.
• Monitor ticket responses to ensure consistency in level of service and support ticket escalations

SPC and SPCT Program Leadership:

• Provide program and administration leadership for the SPCT program.
• Develop higher level of support for SPCs to reduce friction in buying and using SAI courseware and other assets.
• Monitors SPCT renewal requirements progress and delivery quality.  Works with the Enterprise and Partner teams and the SPCT on corrective actions.
• Recommends ways to enable and improve SPCT success

Community Events and Feedback:

• Working with Marketing support a program of SAFe Community events around the globe including Meetups, Workshops, socials, coaching circles and webinars

• Drive continuous collection of feedback from the Community through NPS surveys, focus groups, and empathy interviews.
• Analyze this feedback with the team and turn it into actionable stories/features/epics to enable community success.

Skills and experience that are important for the role:

Proven Leader:

• This role won’t be the first time you’ve led a team.
• You have appreciation and understanding of effective workflow management practices and tools.
• Your leadership will provide alignment and visibility within the organization and enable continuous improvement of community support practices
• Servant Leader Mindset:  comfortable jumping in, rolling up their sleeves, closing cases and answering customer questions.
• Open, honest, transparent.

Team Development:

• As an accomplished leader with experience developing high performing teams and delivering customer success initiatives you will demonstrate a passion for developing team skills and supporting individual career development.

Strategic Thinker/Problem Solver:

• Vision to build, and help execute both the big picture and the tactical plan.
• Growth minded/oriented

• Believer, supporter, and practitioner of relentless improvement.
• Collaboration, problem solving and conflict resolution skills

Customer Orientated:

• Passionate about developing a compelling value delivery system that elevates customer success and customer lifetime value.
• Experience in customer engagement and retention programs and strategies

Communicator:

• Possess a wide breadth of communication skills that can be shared with the team including copywriting, editing, marketing communications, presentation skills.
• Experienced change manager to support operational improvements and organization communications.
• Facilitate flow of communications and knowledge transfer from specialists to the whole team

SAFe Experience:

• You’ve built a 5+ year career in SAFe training and services delivery and preferably recently practiced as an SPC or SPCT.  
• You will work closely with the Scrum Master to sustain operational excellence across the team including communications, workflow, tracking and improving predictability, adopting additional SAFe practices that could benefit the team including maintenance and prioritization of the team backlog, developing feature acceptance criteria and PI planning

Additional experience, skills, and knowledge:

• Experience with SalesForce and Asana a plus

Location: This position is based in our corporate headquarters and learning center in Boulder.

Why Scaled Agile?

We are a growing organization with a proven revenue model and a serious opportunity to be the global market leader in software and systems development knowledgeware.

This is a place for people who love technology environments, geek out on methodologies and are always thinking about how things can be improved. While we have free snacks and a nice office environment, Foosball and a kegerator are not what we’re about.

We are a group of seasoned professionals and systems thinkers who are passionate about our mission of helping the biggest organizations in the world improve the way they produce software and create real value. We're profitable, we're agile.

If you are looking for an opportunity to contribute to the direction and success of a vibrant business we'd love to hear from you. Please provide a resume and a few thoughts on why you think you’d be a great fit. We still read cover letters.