Serve as the technical bridge between Customer Success and Engineering: triage and resolve customer issues, perform root cause analysis, produce implementation-ready solutions, manage change control and feature flagging, support ITIL incident/problem/change processes, monitor SLOs, and drive continuous improvement through documentation and trend analysis.

Manage and expand strategic enterprise accounts by building relationships with senior stakeholders, creating and executing account plans, collaborating with internal teams to drive upsell/cross-sell, monitoring pipeline, demonstrating Absorb LMS, mitigating churn, and reporting on market and competitor activity.

Lead and develop a quota-carrying small & mid-market EMEA sales team for a SaaS LMS. Hire, coach, forecast, drive pipeline, support complex deals, collaborate cross-functionally, meet revenue targets, and analyze performance to improve outcomes.