Veriforce

Product Operations

• Partner with Product Managers, Product Owners, and Engineering to understand upcoming releases and their operational impacts
• Coordinate and communicate release timelines, key changes, and downstream effects to affected departments (Customer Success, Support, Product Marketing, Training)
• Prepare and distribute comprehensive Product Release Notes and related documentation
• Analyze product analytics (e.g., Pendo) to track adoption and identify friction points
• Collaborate with Product and Customer Success to drive user adoption campaigns or improvements based on usage data
• Recommend improvements to release readiness or delivery processes to enhance customer impact and internal efficiency
• Serve as the internal point of contact for questions related to contractor-facing product releases
• Provide briefings to frontline teams who support or train contractor users
• Coordinate with Product Marketing to align on external messaging and education materials
• Maintain a central repository of release documentation, timelines, and impact summaries
• Facilitate feedback collection from internal teams on release success and areas for improvement
• Contribute to the development of a standardized product delivery playbook for the contractor segment

Product Operations Manager

Sales Development Rep

• Populate outside sales funnel with well-qualified, late-stage opportunities
• Engage with inbound and outbound leads to qualify, identify needs, generate interest
• Work closely with Marketing and Outside Sales to create territory plans and execute go-to-market strategy
• Prospect via cold calls, emails, networking
• Conduct market and prospect research using LinkedIn, Zoom Info, google, etc.
• Respond to, engage, and qualify inbound marketing leads
• Articulate key value propositions by prospect role and company industry
• Overcome objections and generate interest in Veriforce solutions
• Schedule introductory meetings (discovery/qualification) with prospects for the Outside Sales Reps
• Log all activities and maintain detailed notes in Salesforce.com
• Participate in weekly plan and review sessions with the Sales Development Manager
• Participate in weekly sales and marketing pipeline generation and key target strategy calls
• Hit or exceed monthly qualified appointment quotas
• Travel up to 10% to attend conferences, tradeshows or company meetings

Sales Development Representative

Customer Support

• Handle inbound communications via phone, email, and live chat, specializing in product lines (CompliancePro, Verisource, PEC Learn, and more)
• Complete Veriforce’s CSR I certification program within 10 weeks of employment
• Deliver effective, professional, and unparalleled support to customers via chat, email, and phone
• Meet or exceed customer satisfaction scores, response/resolution times, and other SLAs
• Report new and emerging issues to appropriate stakeholders with a solution-oriented attitude
• Drive product adoption, share best practices, and implement optimization strategies to help customers obtain maximum value
• Collaborate with internal teams to resolve customer concerns
• Accurately document all customer interactions in Salesforce
• Achieve CSR II certification within 2 years, gaining expertise in another product area and a specialization

Customer Support Representative

Client Services Representative

• Play a crucial part in ensuring the satisfaction and success of clients by providing day-to-day support, basic client management, simple report generation, and assisting with cross-functional support-related escalations.
• Proficient in understanding and addressing client needs, demonstrating how Veriforce’s products and services align with client requirements.
• Provide client support and resolve issues using Salesforce and Veriforce proprietary software.
• Maintain a high standard of support by promptly and professionally communicating through email, phone, and virtual meetings.
• Diligent record-keeping to ensure accurate documentation of all client support activities.
• Proactively uncover root causes of issues and exhibit a commitment to excellence in support.
• Generate and format basic client reports within the Veriforce platform and Excel.
• Foster collaboration by working closely with colleagues, providing seamless support across teams including inside sales and customer success.

Client Support Associate

Product Manager

• Own product strategy, roadmap, and performance for back-office systems (Salesforce, Zuora, Microsoft Dynamics) and related internal platforms
• Incorporate AI/ML-powered features such as predictive analytics, workflow automation, and intelligent recommendations
• Prioritize system enhancements to streamline onboarding, sales, customer support, service delivery, and internal workflows
• Define, manage, and communicate roadmaps balancing quick wins with long-term platform evolution
• Partner with Engineering, Admin, and Operations to design and deliver AI/ML-driven capabilities
• Ensure system designs are scalable, configurable, and integrated with other product and service delivery systems
• Serve as the voice of internal platform users and gather insights from GTM, Customer Success, and operations
• Identify opportunities to automate repetitive tasks, improve reporting, and surface actionable insights
• Partner with analytics teams to ensure system-generated data supports operational and customer-facing intelligence
• Collaborate cross-functionally to ensure AI-enabled system changes are adopted, and support training and enablement
• Define and monitor KPIs for AI-powered efficiency gains, system adoption, and operational impact
• Provide executive-level updates on system performance, roadmap progress, and measurable AI-driven outcomes
• Lead key outcomes including Dynamics-to-Salesforce migration, deploying AI/ML enhancements, automation workflows, AI-powered reporting, and governance model establishment

Product Operations Manager

Sales Development Representative

Customer Support Representative

Client Support Associate

Product Manager, System Applications