SpryPoint

Customer Support

• Provide first-level support to clients via e-mail, client portal, and phone/zoom
• Troubleshoot and resolve technical issues related to SpryPoint applications
• When troubleshooting bugs, be able to identify the expected results and provide steps to replicate for the development team to research further
• Document client interactions, issues, and resolutions in the support ticketing system
• Escalate complex issues to senior team members when necessary
• Collaborate with cross functional teams to improve support processes and product quality
• Monitor system performance and proactively identify potential issues
• Stay updated on product releases, changes, and best practices

Customer Support Specialist

Product Manager

• The Product Owner - Project Alignment sits at the centre of Product Owner & Project Management communication, supporting effective project execution.
• You collaborate with other SpryPoint teams (e.g., Solutions Architects, Sales, Proposals) and Clients to facilitate resolutions.
• You'll have real authority to bring development process knowledge into Project Manager conversations, helping Project Managers understand the 'why' behind tasks.
• Highlight risks, keeping all areas aligned.
• Retrieve and translate Project Management issues and Product Owner issues to keep everyone informed.
• Push back on commitments that aren't feasible, and propose alternatives that are

Product Owner II – Project Alignment

Payroll

• Own timely and accurate payroll processing across the US and Canada
• Stay ahead of federal, state, provincial, and local payroll regulations across both countries
• Process and distribute employee payments, manage payroll prep, and squash discrepancies
• before they become problems
• Prepare payroll reports covering earnings, taxes, deductions, leave, disability, and nontaxable wages
• Research and resolve employment tax inquiries and discrepancies; establish tax profiles with state, provincial, and local jurisdictions as needed
• Handle sensitive payroll information with the utmost confidentiality and professionalism
• Spot opportunities to streamline, automate, and improve - we love a good process win
• Collaborate on special projects and whip up ad hoc reports for internal stakeholders and leadership
• Keep us compliant on all payroll-related legal requirements including tax filings and regulatory reporting
• Get new hires set up and enrolled in their benefit plans across the US and Canada

Payroll Specialist – Contract

Solutions Engineer

• Own the technical side of the sales cycle - from discovery and requirements gathering through demo delivery, proposals, and RFP responses
• Build and deliver tailored, configured product demonstrations that connect SpryPoint's capabilities to a utility's specific needs and pain points
• Become a product expert across SpryPoint's full suite - SpryCIS, SpryEngage, SpryMobile, and more - and stay sharp on industry trends and emerging technologies
• Design solutions that are practical, usable, and built around how utilities actually operate
• Serve as a trusted technical advisor to prospective customers throughout the sales process - the person they turn to when they have hard questions
• Partner closely with Account Executives across territories to move deals forward
• Support technical proposals, system architecture documentation, and RFQ/RFP responses
• Represent SpryPoint at field marketing events, conferences, our National Users Conference, and regional trade shows
• Travel approximately 25% of the time (roughly once a month), with occasional peaks up to 50%

Solutions Engineer – Pre-Sales

Vice President

• Evolve the CoE into a more strategic, scalable, and insight-led enablement function
• Define and own the CoE strategy across internal teams, SI partners, and clients
• Reframe the CoE roadmap through a customer journey lens
• Align capability development across stakeholder groups
• Design and evolve SpryPoint’s certification strategy for clients and SI partners
• Scale structured training and methodology to improve delivery outcomes
• Ensure strong alignment with Client Solutions and broader Client Experience stakeholders
• Maintain executive-level visibility with responsibility for presenting strategy, progress, and impact at the ELT and Board level

Customer Support Specialist

Product Owner II – Project Alignment

Payroll Specialist – Contract

Solutions Engineer – Pre-Sales

VP, Center of Excellence