UNKNOWN

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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. 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.

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.Salary:120K - 146KWhat your impact will be:<ul><li>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.</li><li>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.</li><li>Drive financial performance of the support department, including accurate multi-million dollar recurring revenue forecasting, OPEX management, and minimizing forecast-to-actuals variance.</li><li>Spearhead annual maintenance and SaaS support pricing initiatives, oversee contract renewals, and implement strategies to monitor and mitigate client attrition.</li><li>Serve as the executive escalation point for critical CIS/ERP incidents, service disruptions, and client relationship issues - ensuring prompt resolution and proactive communication.</li><li>Establish, monitor, and continuously improve KPIs including SLA adherence, first-contact resolution, CSAT scores, ticket aging, and escalation rates.</li><li>Build and enforce support policies, procedures, and documentation standards that scale with client growth and product complexity.</li><li>Partner with Professional Services to ensure smooth transitions from implementation to steady-state support, preserving client confidence and service continuity.</li><li>Collaborate with Sales to support pre-sales activities, instilling confidence in prospective utility clients regarding Cayenta's post-go-live support model.</li><li>Work closely with Product and Development teams to surface systemic issues, advocate for product improvements, and reduce support burden through software quality.</li><li>Champion the adoption of support technologies - including AI-assisted triage, knowledge management systems, and client self-service capabilities - to improve efficiency and experience.</li><li>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.</li><li>Prepare and present regular performance reports and strategic updates to the EVP and executive leadership team.</li><li>Manage the departmental budget with discipline, allocating resources effectively to maintain service levels within financial constraints.</li></ul>What we are looking for:<ul><li>Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field - or equivalent professional experience.</li><li>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.</li><li>Proven track record leading support organizations for enterprise software products, including incident management, escalation handling, and SLA governance.</li><li>Demonstrated experience managing departmental P&L, recurring revenue forecasting, and support contract renewals.</li><li>Exceptional interpersonal and communication skills with the ability to navigate complex client relationships and difficult conversations with professionalism.</li><li>Strong analytical capability with a data-driven approach to decision-making and continuous improvement.</li><li>Experience with support platforms, CRM systems, and ticketing tools (e.g., Salesforce, Zendesk, Jira Service Management, or equivalent).</li><li>Ability to lead and motivate geographically distributed teams across multiple time zones.</li></ul>What would make you stand out:<ul><li>Experience supporting utility CIS, ERP, billing, or meter-to-cash software for electric, gas, water, or multi-service utilities.</li><li>Familiarity with AMI integration, utility billing workflows, and regulatory compliance considerations in a utility software context.</li><li>Background working within a Constellation Software or Harris operating company, or equivalent private equity-backed software environment.</li><li>Experience managing support teams serving multiple concurrent product lines or platforms.</li><li>Track record of reducing support ticket volume through proactive client education, knowledge base development, and product feedback loops.</li><li>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.</li><li>A forward-thinking approach to anticipating client needs and proactively addressing service challenges before they escalate.</li><li>Demonstrated ability to build a culture of accountability, continuous improvement, and genuine client advocacy within a support organization.</li><li>Experience partnering with Sales in a pre-sales capacity, including RFP response support and participation in client demonstrations of support capabilities.</li><li>Comfort operating in a lean, high-accountability environment consistent with a performance-driven software business.</li></ul>What we can offer:<ul><li>3 weeks' vacation and 5 personal days</li><li>Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment</li><li>Employee stock ownership and RRSP/401k matching programs</li><li>Lifestyle rewards</li><li>Remote work and more!</li></ul>About Cayenta:Cayenta is a leading provider of enterprise resource management solutions in the local government, utility and financial industries. Cayenta's products, services and customer relationships provide the foundation for continued innovation and growth.About Harris:Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. ("CSI", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.#LI-remote

Harris Computer Systems

(Remote) Vice President, Support Services

Actuals

Analysis Skills

Artificial Intelligence (AI)

Atlassian JIRA

Automation

Billing

Budget Management

Business Administration

Cloud Computing

Communication Skills

Computer Science

Continuous Improvement

Conversation Engine

Customer Relations

Customer Relationship Management (CRM) Systems

Customer Retention/Renewal

Customer Satisfaction

Customer Service Operations

Customer Support/Service

Documentation Standards

ERP (Enterprise Resource Planning)

Enterprise Applications

Environmental Management

Finance

Financial Services

Forecasting

Government

Healthcare Software

Help Desk

High Tech Industry

Incident Management

Information Technology & Information Systems

Interpersonal Skills

Knowledge Base

Knowledge Management Systems

Leadership

Local Government

Mentoring

Operational Expenditure (OPEX)

Operational Strategy

Operational Support

Partner Sales

Performance Analysis

Performance Metrics

Philosophy

Pre-Sales

Pricing

Product Demonstration

Professional Services

Profit & Loss Management

Public Safety

Regulatory Compliance

Release Management/Engineering

Request for Proposals (RFP)

Resolve Customer Issues

Resource Management

Revenue Forecasting

Revenue Growth

Sales Prospecting

Sales Support

Salesforce.com

Service Level Agreement (SLA)

Software Administration

Software Patches

Software as a Service (SaaS)

Strategic Planning

Team Lead/Manager

Technical Operations

Technical Support

Willing to Travel

Work From Home

ZenDesk

The Forward Deployed Software Engineer works directly alongside business and operational leaders to understand processes, integrate data sources, and deliver solutions that support day-to-day operations. Surgence integrates flexible connectivity and development, advanced analytics, alerts and workflow capabilities to enable proactive decision-making, risk mitigation and collaborative forecasting to advance the healthcare supply chain.

YEAR

Description We are Surgence. We are done accepting a healthcare supply chain that breaks when it's needed most. Surgence exists to keep healthcare alive in every community by transforming how the industry thinks, strategizes, and executes. We are building more thansoftware. We are building an industry operating hub - an orchestration layer above systems of record - where visibility becomes shared truth and insight becomes coordinated action across enterprises. We believe fragmentation is the root cause of failure. Disconnected systems, teams, and decisions create blind spots, delay response, and drive waste - especially during disruption. Surgence exists to replace fragmentation with coordination. As a team member at Surgence, you'll be signing up for a rocket ride where reinvention is constant. We move with urgency, embrace intensity, and prioritize outcomes over activity. Charging through the storm together, we will not be satisfied until reliable care is the default - everywhere. Surgence is a cloud-based ecosystem committed to revolutionizing the healthcare supply chain. The platform serves as a comprehensive solution for providers, distributors and suppliers, ensuring seamless coordination, efficiency and visibility across the supply chain. Surgence integrates flexible connectivity and development, advanced analytics, alerts and workflow capabilities to enable proactive decision-making, risk mitigation and collaborative forecasting to advance the healthcare supply chain. We are seeking a dynamic and experienced leader to lead the Customer Success team and play a pivotal role in the development of our groundbreaking supply chain technology platform. We are seeking a full-time Forward DeployedSoftware Engineer in any Concordance location or fully remote. This position will be responsible for designing, developing, and deploying production-grade solutions on Palantir Technologies Foundry in close collaboration with product, delivery, and customer stakeholders. This role operates at the intersection of data engineering, application development, and operational execution, transforming complex business workflows into scalable, sustainable, and user-adopted systems. This position is highly execution-focused and AI-enabled. The Forward Deployed Software Engineer is expected to leverage AI tools throughout the software development lifecycle including AI-assisted solution design, coding, testing, debugging, and documentation to improve speed, quality, and overall effectiveness. The Forward Deployed Software Engineer works directly alongside business and operational leaders to understand processes, integrate data sources, and deliver solutions that support day-to-day operations. Essential Functions <ul><li>Design, build, and maintain end-to-end Foundry solutions, including: <ul><li>Data ingestion and integration pipelines. </li><li>Ontology and semantic data models. </li><li>Foundry applications and user-facing workflows. </li><li> </li></ul></li><li>Work across the stack using Foundry-native tools to deliver solutions that are: <ul><li>Production-ready </li><li>Secure and governed </li><li>Scalable and supportable </li><li> </li></ul></li><li>Integrate data from diverse source systems (APIs, files, databases, external partners) <ul><li>Ensure data quality, reliability, and observability across pipelines. </li><li>Troubleshoot data and application issues in production environments. </li><li> </li></ul></li><li>Follow and uphold platform guardrails for: <ul><li>Tenant isolation </li><li>RBAC and access controls </li><li>Data lineage and auditability </li><li> </li></ul></li><li>Treat "done" as release-ready, not just code complete. </li><li>Ensure solutions can be supported by downstream teams. </li><li>Collaborate with other FDEs, architects, and platform engineers to align on standards and patterns. </li><li>Document designs, data flows, and operational considerations. </li><li>Continuously grow Foundry, domain, and full-stack skills. </li><li>Support occasional on-site internal or customer events (<10% travel). </li><li>Perform other duties as assigned. </li><li> </li></ul> What You Will Need to Be Successful <ul><li>Bachelor's degree in Business, Healthcare Administration, Software Engineering, or a related field; or equivalent combination of education and experience. </li><li>3-5 years of experience in product development or software management. </li><li>3-5 years of experience with Palantir Foundry in production environments (required). </li><li>Experience building full stack solutions, including data pipelines and user-facing applications. </li><li>Strong skills in Foundry-relevant languages and paradigms (e.g., Python, SQL, ontology-driven design). </li><li>Comfort working in ambiguous, fast-moving problem spaces. </li><li>Ability to work directly with stakeholders and translate needs into technical solutions. </li><li>Prior experience in healthcare and/or supply chain domains. </li><li>Experience working close to operations, logistics, or regulated environments. </li><li>Familiarity with deploying and supporting solutions used by non-technical end users. </li><li>Exposure to ML- or analytics-enabled workflows within Foundry. </li><li>Demonstrated ability to analyze complex problems, break them into manageable components, and maintain end-to-end ownership through successful resolution. </li><li>Strong full stack engineering expertise with sound judgment and a practical, results-oriented approach to solution development. </li><li>Excellent communication skills with the ability to effectively engage both technical and non-technical stakeholders. </li><li>Ability to successfully pass a pre-employment (post-offer) background check and drug screening. </li><li> </li></ul>Work Location <ul><li>This role is located in any Surgence location or fully remote. </li><li> </li></ul>Compensation: $160,000.00-$200,000.00 salaried. We offer great benefits and competitive pay! Health, Life, Dental, Vision Insurance Paid Vacation and Paid Sick Leave, Paid Holiday 401K Retirement Plan - Company match Company paid Short Term & Long Term Disability Surgence is a wholly owned subsidiary of Concordance Healthcare Solutions, LLC. Together, we are committed to being a trusted, innovative, national healthcare solutions company, operating with integrity, exceptional service, and a culture of excellence. Supported by a dedicated team and strategically located distribution centers nationwide, we deliver dynamic supply chain solutions across the full healthcare continuum. Concordance Healthcare Solutions is proud to provide Equal Employment Opportunities to all individuals for employment and prohibits any kind of discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state or local laws. Consistent with the Americans with Disabilities Act, our organization is committed to providing reasonable accommodation to qualified applicants and employees as requested. If reasonable accommodation is necessary for the interview process, please contact hr-admin@concordancehs.com. Position will remain open until filled. Interested applicants should apply on-line at Internal employees should apply on-line through UKG Pro by selecting Menu > Myself > My Company > View Opportunities Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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Remote Environmental Jobs in Albany, NY

(Remote) Vice President, Support Services Harris Computer Systems

Forward Deployed Software Engineer (remote) Concordance Healthcare Solutions

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