Vice President, Customer Support

Acuity

Vice President responsible for Customer Experience and Support operations in a technology firm. Leading a large team and driving digital transformations to enhance customer interactions.

Posted 6/5/2026full-timeBrossard • 🇨🇦 CanadaLeadWebsite

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

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
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
Manage the third-party program, driving revenue and margin growth
Act as executive liaison to Acuity’s CIO, ensuring technology alignment (Cloud, Data, Security)

Requirements

What you’ll need

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
Valid passport for frequent global travel
Ability to visit the Brossard, Canada HQ office frequently

Benefits

Comp & perks

Continuous professional development program
Competitive salary and extensive benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data strategye-commerceagentic AIdata pipelinesdigital transformationssystem integrationoperational redesigntechnical documentationknowledge management systemsP&L ownership

Soft Skills

leadershipcollaborationaccountabilityinfluencecommunicationtrainingproblem-solvingstrategic thinkingglobal service consistencyperformance management

Certifications

Bachelor’s degree in Engineeringcompetency certification