(Remote) Vice President, Support Services

Harris Computer • Remote - British Columbia - 40, VT

2d • $120,000 - $146,000 • Remote

About The Position

Cayenta, a division of Harris, is seeking a Vice President, Support Services who will report directly to the EVP as a senior executive responsible for the strategic leadership and operational excellence of the client support organization. Cayenta serves electric, gas, water, and multi-service utilities across North America with its integrated CIS/ERP platform, and the VP of Support Services plays a pivotal role in ensuring clients realize ongoing value from that investment. The ideal candidate brings deep experience leading support operations for enterprise software products - ideally within utility, municipal, or public sector markets - and has a track record of building high-performing teams, driving client satisfaction, and delivering against financial targets. This individual is a confident communicator, a decisive leader, and a strategic thinker who thrives in a performance-driven environment consistent with Constellation Software's operating philosophy. This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 25-50%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Requirements

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field - or equivalent professional experience.
• Minimum of 10 years of progressive experience in customer or technical support roles, including at least 5 years in a senior leadership or executive capacity.
• Proven track record leading support organizations for enterprise software products, including incident management, escalation handling, and SLA governance.
• Demonstrated experience managing departmental P&L, recurring revenue forecasting, and support contract renewals.
• Exceptional interpersonal and communication skills with the ability to navigate complex client relationships and difficult conversations with professionalism.
• Strong analytical capability with a data-driven approach to decision-making and continuous improvement.
• Experience with support platforms, CRM systems, and ticketing tools (e.g., Salesforce, Zendesk, Jira Service Management, or equivalent).
• Ability to lead and motivate geographically distributed teams across multiple time zones.
• Must hold a current, valid passport and be legally eligible to travel internationally.
• Must have passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Nice To Haves

• Experience supporting utility CIS, ERP, billing, or meter-to-cash software for electric, gas, water, or multi-service utilities.
• Familiarity with AMI integration, utility billing workflows, and regulatory compliance considerations in a utility software context.
• Background working within a Constellation Software or Harris operating company, or equivalent private equity-backed software environment.
• Experience managing support teams serving multiple concurrent product lines or platforms.
• Track record of reducing support ticket volume through proactive client education, knowledge base development, and product feedback loops.
• Strategic insight into the application of AI and automation to improve support workflows - including AI-assisted ticket triage, intelligent knowledge surfacing, and chatbot-based self-service.
• A forward-thinking approach to anticipating client needs and proactively addressing service challenges before they escalate.
• Demonstrated ability to build a culture of accountability, continuous improvement, and genuine client advocacy within a support organization.
• Experience partnering with Sales in a pre-sales capacity, including RFP response support and participation in client demonstrations of support capabilities.
• Comfort operating in a lean, high-accountability environment consistent with a performance-driven software business.

Responsibilities

• Develop and execute the strategic direction for Cayenta's support services function, ensuring alignment with company goals for client retention, satisfaction, and recurring revenue growth.
• Lead, mentor, and develop a multi-tiered team of support managers, team leads, and analysts across functional areas including helpdesk, tier-2/3 technical support, and client success.
• Drive financial performance of the support department, including accurate multi-million dollar recurring revenue forecasting, OPEX management, and minimizing forecast-to-actuals variance.
• Spearhead annual maintenance and SaaS support pricing initiatives, oversee contract renewals, and implement strategies to monitor and mitigate client attrition.
• Serve as the executive escalation point for critical CIS/ERP incidents, service disruptions, and client relationship issues - ensuring prompt resolution and proactive communication.
• Establish, monitor, and continuously improve KPIs including SLA adherence, first-contact resolution, CSAT scores, ticket aging, and escalation rates.
• Build and enforce support policies, procedures, and documentation standards that scale with client growth and product complexity.
• Partner with Professional Services to ensure smooth transitions from implementation to steady-state support, preserving client confidence and service continuity.
• Collaborate with Sales to support pre-sales activities, instilling confidence in prospective utility clients regarding Cayenta's post-go-live support model.
• Work closely with Product and Development teams to surface systemic issues, advocate for product improvements, and reduce support burden through software quality.
• Champion the adoption of support technologies - including AI-assisted triage, knowledge management systems, and client self-service capabilities - to improve efficiency and experience.
• Provide executive oversight and strategic direction for the Managed Services & Technical Operations team, ensuring reliable delivery of hosted and managed environment services, infrastructure health monitoring, patch and release management, and adherence to uptime and SLA commitments for clients on managed or cloud-hosted deployments.
• Prepare and present regular performance reports and strategic updates to the EVP and executive leadership team.
• Manage the departmental budget with discipline, allocating resources effectively to maintain service levels within financial constraints.

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work

What This Job Offers

• Job Type: Full-time
• Career Level: Executive