Vice President Customer Support

Acuity Inc.•Brossard, QC

1d•Hybrid

About The Position

The Vice President, Customer Experience is a strategic leader accountable for the end-to-end customer (System Integrators, distributors and OEMs) experience across Distech Controls. The role owns the operational infrastructure that enables customers and partners to engage with Distech – customer service, technical support, education, documentation, field devices, and the customer-facing systems and tools that surround them. The Vice President ensures consistent, high-quality service delivery while transforming processes and tools to support the company’s next phase of growth. A key focus of this role is the transformation into a technology-enabled, AI-augmented, scalable function (including the adoption of digital channels such as eStore and the deployment of a new ERP-CRM systems). The role is also responsible for enabling the company’s capital-to-SaaS business model transition from a customer-experience and systems perspective. Acting as a sponsor within cross-functional transformation initiatives, the Vice President will contribute to the design and implementation of Order-to-Cash processes to improve efficiency and scalability. The Vice President is a collaborative and people-focused leader who develops high-performing teams, fosters alignment across functions, and drives continuous improvement across all customer experience touchpoints.

Requirements

Bachelor’s degree in Engineering or a related field.
15+ years in senior leadership within B2B Customer Experience, Operations, or Service organizations.
Proven P&L ownership and experience leading large (50+), geographically distributed teams.
Direct experience managing partner/system integrator organizations (BMS preferred) and sales leadership.
Expertise in BMS, Energy, Performance Contracting, or Renewables, including technical knowledge of field devices (specifying, buying, or representing).
Proven track record in large-scale digital transformations (ERP, CRM) and technology-enabled operational redesign.
Strong understanding of cloud platforms, system integration, and AI-driven workflows.
Ability to translate complex vision into concrete, actionable results.
People-centric manager focused on talent development, coaching, and building organizational trust.
High influence and communication skills; adept at aligning diverse cross-functional stakeholders.
Data-driven decision-making with a focus on continuous operational improvement.
Comfortable navigating and leading in fast-paced, high-transformation environments.
Valid passport for frequent global travel.
Ability to visit the Brossard, Canada HQ office frequently.
Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary.

Responsibilities

Lead the Cx function as a strategic, technology-enabled capability.
Evolve Cx toward e-commerce and agentic AI for superior customer experiences.
Contribute to Cloud, AI, and data strategy from an operations perspective.
Peer-level leadership with Product, R&D, and Engineered Solutions to influence product/platform decisions.
Direct senior teams (Support, Education, Field Devices).
Foster a high-performance culture of accountability and collaboration.
Coach/mentor leaders to enhance organizational depth and succession.
Own Cx infrastructure (systems, tools, processes, data foundations).
Improve e-commerce, support, and knowledge management systems.
Build robust data pipelines for AI; govern the Cx tech roadmap in alignment with R&D and Acuity Tech.
Lead global technical/customer support.
Deploy agentic AI to automate Tier-1/2 requests; re-architect support models to focus human experts on novel, complex issues.
Ensure global service consistency and reduce cost-to-serve.
Lead global education and technical documentation.
Scale training via digital platforms (AI tutoring, simulated commissioning, competency certification).
Drive certification rates and knowledge depth while minimizing delivery costs.
Maintain documentation as a living, structured, AI-consumable knowledge base.
Manage the third-party program, driving revenue and margin growth.
Align portfolio with SI needs, regional standards, and Distech’s platform vision.
Maintain commercial/technical partner relationships.
Act as executive liaison to Acuity’s CIO, ensuring technology alignment (Cloud, Data, Security).
Lead enterprise-wide initiatives to eliminate silos and optimize the customer journey.
Define the operating model, governance, and guardrails for organization-wide agentic AI deployment.