Customer Support

• Process credit card payments by phone, ensuring accuracy, security, and excellent customer service
• Support the Transactional Sales Team with order entry and invoice requests
• Enter and maintain sales opportunities and account details in Salesforce
• Schedule customers for MSHA training sessions and assist with related coordination
• Respond to chat and phone inquiries, transferring or escalating calls as needed
• Provide backup support to Tier 1 Customer Service when required
• Assist with other administrative and transactional duties as assigned

Sales Support Specialist

Project Manager

• Partner with the sales team to strategically scope, cost, and draft comprehensive Statements of Work (SOWs) for prospective clients. Use your expertise to advise on project feasibility and contribute to commercial proposals that secure new business.
• Lead and manage the entire project lifecycle for large-scale, enterprise level HSI Donesafe implementations. This includes defining scope, managing high level risks and ensuring project delivery aligns with both client objectives and business profitability.
• Act as the primary point of contact for senior level client and internal stakeholders. You will be responsible for leading governance meetings, providing project updates and proactively managing expectations to ensure a smooth and transparent project experience.
• Proactively identify, analyse and mitigate complex risks, issues and blockers. You'll be accountable for rigorously managing project scope, leading the negotiation and execution of formal Change Requests for out of scope work and ensuring all changes are tracked and priced appropriately.
• Collaborate with product, development and technical teams to facilitate complex solution design and ensure the timely delivery of system integrations.
• Contribute to the ongoing refinement of project management methodologies and best practices within the organisation.

Learning and Development

• Participates in all aspects of training including development and delivery of training programs and individual courses
• Monitors emerging changes in NERC training standards and participates in developing new training curriculum (online and classroom) to meet these standards
• Plans, develops, and implements technical product training programs for customers, including standard, repeatable modules, customized and new product modules
• Serves as technical training and simulation subject matter expert (SME)
• Provides one-on-one student support when scheduled (Instructor Hours) or requested
• Follows up with students at completion of class (NERC Prep class) to gather helpful information for improving future classes
• Analyzes training needs to develop new training programs or modifies and improves existing programs
• Performs technical writing and instructional design and assists in improving courses as needed
• Provides training related to the operation of the electrical power grid, including generation, transmission, and distribution
• Competencies: Ability to work independently and within a team environment; Excellent organizational skills and attention to detail; Strong interpersonal and team-focused skills; Excellent communications skills (presentation, verbal and written); Demonstrated ability to manage multiple project deadlines.

Technical Training Specialist

Solutions Engineer

• Lead & Develop the Team: Manage a team of 14 Solutions Architects across North America. Mentor, coach, and grow team members through regular feedback, goal setting, and career development. Jump in to support tickets when the team is at capacity. Foster a positive, collaborative, and inclusive team culture.
• Own Processes & Partner Cross-Functionally: Refine team workflows for efficiency, scalability, and customer satisfaction. Collaborate with Product, Dev, Sales, and CS to align strategies and represent the support/customer perspective in planning. Balance workloads and priorities across global teams.
• Provide Technical & Escalation Oversight: Act as the go-to SME for LMS, EHS, and CMS platforms (training provided). Lead resolution of escalated customer and technical issues. Perform root cause analysis and advocate for long-term improvements.
• Support Strategic Initiatives: Contribute to M&A projects (platform analysis, data migrations, post-integration support). Occasionally support pre-sales efforts (RFPs, demos, solution design). Represent the Solutions Architect team in strategic planning sessions.
• Drive Results Through Metrics & Continuous Improvement: Track KPIs and operational performance, reporting insights to senior leadership. Lead process improvement and automation initiatives. Ensure service-level goals are consistently met or exceeded.

Manager, Solutions Architecture

Business Development Rep

• Prospect, qualify and generate new sales leads to support Business Development Executives and Account Executives
• Make calls to prospects for new business discovery and proactively seek new opportunities
• Develop and nurture connections with prospects by phone and email and accurately communicate product value
• Gather qualifying information and schedule consultations for prospects with Account Executives
• Maintain and update Salesforce, Salesloft and other business tools; keep database records accurate
• Meet or exceed monthly quota objectives for setting sales-qualified appointments
• Operate with integrity and professionalism and support team members while working under general supervision

Sales Support Specialist

Project Manager

Technical Training Specialist

Manager, Solutions Architecture

Business Development Representative