Veriforce

Product Manager

• Own the product vision and roadmap for innovation for the Contractor segment in the Canadian products
• Balance short-term delivery to support Client-driven and regulatory-mandated contractor participation with long-term product integration, differentiation and standalone utility
• Build segment strategies tailored to regional market dynamics
• Partner with the Product manager – Integration on strategy and execution for the integration of the Canadian product sets (CW and SCC) balancing the need to innovate our products whilst also moving all products into 1 globally unified platform
• Drive a roadmap that reflects the dual nature of the Contractor segment: compliance-focused onboarding and value-generating workflows along with balancing a mixture of innovation and integration of products
• Ensure platform configuration supports regional credentialing schemes and regulatory rulesets, such as CHAS or SafeContractor in the UK, and other local standards in North America
• Partner with UX and Product Experience to support localized language, document, and experience requirements
• Partner with the operational and commercial teams on delivery of optimized workflows to enhance contractor experience and efficiency
• Represent the Contractor perspective across buyer and administrative users, from onboarding through renewal
• Gather insight through interviews, focus groups, surveys, and analytics across territories to identify opportunities for both compliance enablement and deeper value creation
• Collaborate with Product Intelligence to track regional competitor offerings, market shifts, and user preferences
• Identify and prioritize roadmap opportunities that deliver standalone value to Contractors, such as business insights, credential portability, reputational tools, network visibility, or operational dashboards
• Explore monetization and packaging strategies that support voluntary adoption and contractor-led growth in the long term to ultimately increase the number of products per contractor
• Work closely with Marketing to position and articulate the “Why Buy Without Mandate” narrative
• Partner with regional GTM leaders to ensure roadmap investments continue to drive contractor acquisition, conversion, and engagement via existing client relationships
• Collaborate with Sales and CS teams to define enablement tools and messaging tailored to regional contractor types
• Support evolving contractor pricing and packaging in partnership with Product Marketing and Finance
• Own KPIs for the Contractor segment including acquisition, credential submission rates, renewal, satisfaction, and revenue—segmented by region and source (mandated vs. voluntary)
• Use data and feedback to adjust prioritization and improve performance across GTM models
• Support Board- and ELT-level reporting on product impact, including insights into market traction and growth levers
• Deliver a regionally localized contractor integration and innovation roadmap that meets our platform future state plan, client mandates, regulatory expectations, and GTM support goals
• Build out a plan and execute on our platform integration aspirations
• Launch 1–2 product enhancements or feature sets that provide contractor-perceived value beyond compliance, improving retention or satisfaction
• Improve support for UK-specific contractor workflows and credentialing schemes while identifying scalable patterns for broader markets
• Establish contractor product performance tracking that distinguishes between mandated and voluntary users, with corresponding insight into growth opportunities
• Begin positioning the Contractor product as a source of business enablement and operational credibility—not just a checkbox for compliance

Product Manager, Platform Integration

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

• 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 Manager, Platform Integration

Product Operations Manager

Sales Development Representative

Customer Support Representative

Client Support Associate

Product Manager, System Applications