Visier Solutions Inc

Role Description Visier is seeking a Technical Support Analyst with an analytical mindset and a passion for problem-solving to provide exceptional application support and service for our highly valued Enterprise SaaS customers in the EMEA region. As a member of Visier’s Customer Experience organization, the Technical Support Analyst will be responsible for supporting our external customer base once they are in our production environment. You will demonstrate excellent communication, analytical, and customer service skills, allowing you to gather detailed information about customer issues so you can work to resolve them effectively while providing a great customer experience. This is a new role in our EMEA region, and we are looking for someone who will be able to support our customers in this area and interact with our EMEA team to ensure high-quality customer service. A curious mindset, strong technical aptitude and the ability to learn the Visier platform are a must for the Technical Support Analyst to be successful in this role. You will be interacting directly with Visier’s customers, and you must also be able to think on your feet, communicate clearly, and effectively manage expectations and competing priorities. What you’ll be doing… - Collaborate with our customers to transform their business problems into customizations within our product. - Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met. - Act as a product expert (technical and functional) for Visier’s SaaS product and services, both internally and externally. - Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA). - Work with enterprise, partners, and OEM customers to anticipate, identify and respond to issues they experience with Visier’s solutions, and address customers’ technical concerns and requests. - Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases. - Respond to and resolve alerts received from our monitoring tool in a timely manner. - Create knowledge-based articles and documentation to support other support team members and customers. - Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients' technical issues in a timely and professional manner. - Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency. - Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed. Qualifications - Minimum 3 years’ experience in a technical, customer-facing support role. - Post-secondary education in a related field, or equivalent. - Strong knowledge of data and database management systems. - Strong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applications. - Experience gathering and writing requirements from customers. - Experience supporting/troubleshooting browser-based software solutions. - Excellent interpersonal and communication skills with polished telephone etiquette, and the ability to comfortably present and explain complex concepts via phone and webinars. - Experience in maintaining accurate customer interaction documentation and quality case management records. - Efficient time management skills; ability to work under pressure and remain calm and organized. - Ability to anticipate and predict potential cascading effects of changes made within customer environments. - Proven track record of working remotely with the ability to be a collaborative team player who builds positive relationships with other team members. - Hands-on experience using Issue Tracking/Management systems like ServiceNow and JIRA. - Adaptable to new processes, methods and tools. Benefits - Centrally located, modern office with quick access to public transit. - Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions. - Competitive salary, and top-tier health and wellness benefits. - Stock options and/or bonus based on your role, location, and employment type. - Benefits and working arrangements may vary depending on your seniority, location and employment type. - The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. - Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.

Role Description Reporting to the VP, Regional Sales Director, our Account Executives drive demand and secure net new logos with prospective buyers. They are influencers and true evangelists who recognize the value in leveraging a network to achieve common goals - and to drive revenue. Supported by an incredible team of professionals in Sales, Marketing and Professional Services across North America & EMEA, we set you up for success and support you to have a fulfilling and impactful career. - Own and control the sales process for Visier’s flagship enterprise product within a new prospect territory, including engaging and managing internal/external stakeholders, and maintaining momentum. - Develop and implement innovative pipeline growth activities across different verticals within a defined territory. - Effectively research prospects to identify, learn and understand the unique business challenges they are facing, and develop influential business cases and tailored solutions. - Boldly address financial and budgetary blockers with prospects whenever needed - offer creative solutions and confidently challenge their current ways of thinking about budget and procuring analytics software. - Apply your enterprise sales skills to tactfully navigate complex and lengthy buying processes, using problem-solving skills and tenacity to continuously overcome objections and drive deals forward. - Bring your passion for continuous improvement to learn from objections, your peers and industry leaders to discover new ways to secure new business leads and close deals. - Partner and collaborate with internal stakeholders and team members across EMEA & North America throughout the entire sales process, and positively contribute to a high-performance sales team and culture. - Achieve annual sales quota based on Annual Contract Value. Qualifications - Minimum 5 years experience selling enterprise cloud software to business buyers, with a proven track record of continuous success. - Demonstrated superior qualification skills in seeking out compelling events, tying value to business benefit, and following a sales process to close. - Experience of working in a dynamic and fast growing B2B SaaS environment, ideally one that is delivering disruptive solutions to Fortune 2000 companies. - You love selling and have particular expertise in managing complex sales cycles with multiple stakeholders in varying departments. - You have strategic, elevated business and financial acumen. You diagnose nuanced and unique business challenges, and deliver tailored, thoughtful and persuasive business and technical solutions for your valued customers. - Outstanding communication and interpersonal skills: oral/written communication, presenting skills, and ability to collaborate with and engage individuals at all levels of an organization. - You exhibit resilience and creativity in your hunt for new business, boldness in your approach to engaging prospects and tenacity in your pursuit to win deals. - You are a technologist who can easily grasp highly sophisticated applied business analytics solutions and articulate their value to non-technical business buyers operating across a diverse range of business contexts. Benefits - Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions. - Competitive salary, and top-tier health and wellness benefits. - Stock options and/or bonus based on your role, location, and employment type. - The base pay range for this position in the US is $140,000-$150,000 USD/year + bonus, and in Canada it is $116,000-$145,000 CAD/year + bonus. - Benefits and working arrangements may vary depending on your seniority, location and employment type. - The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. - Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a high-caliber VP of Customer Success to lead our global CS organization through a period of strategic transformation. Reporting to the COO, you will be responsible for moving the team from reactive "firefighting" to a proactive, outcome-oriented machine. This role requires a unique blend of "High-Touch" mastery and technical scalability, focusing intensely on Gross Dollar Retention (GDR) and the architectural integrity of our customer journeys. You will serve as a champion for the CS function, ensuring operational boundaries are maintained while scaling our impact through AI and data-driven insights. What You’ll be Doing… - Strategic Leadership & Outcome Architecture: Transform the CS organization by implementing robust Customer Success Plans (CSPs) that are customer-validated and tied directly to measurable business impact. - Segmented Value Delivery: Identify and define value-driven segmentation of our customer base, creating raving fans for our customers by providing the right depth of value-focused support to them in achieving their people analytics goals. - GDR Ownership & Commercial Strategy: Drive a relentless focus on Gross Dollar Retention. You will coach leaders and CSMs to build a pipeline of paid service growth (CSQLs), transitioning the mindset from "free support" to value-based professional services. - Risk & Data Governance: Build and refine risk frameworks within Gainsight (or similar) that prioritize action over description. Leverage health scores to provide "no surprises" renewal forecasts to the executive team 6–9 months in advance to maintain best-in-class customer renewal KPIs. - Global Team Development: Oversee a diverse team across NA, APAC, and EMEA. You will be responsible for mentoring front-line leaders and implementing a structured career pathing matrix for CSMs. - Operational Scaling: Lead the integration of AI-assisted models and tech-touch workflows to increase team efficiency without compromising the "High-Touch" experience for our enterprise portfolios. - Cross-Functional Advocacy: Act as a firm but collaborative voice for the CS department, building a strong partnership with Sales, Product, and Marketing to ensure the team remains focused on retention and customer health. Qualifications - 10+ years in Customer Success or Account Management, with at least 4 years in a senior leadership role within a high-growth SaaS environment. - Proven track record of managing distributed teams across multiple time zones and cultures. - Deep understanding of SaaS metrics ($LTV$, $CAC$, $NRR$) and the ability to translate data into actionable playbooks. - Ability to build relationships with C-suite stakeholders at Tier-1 enterprise accounts. - Extensive experience overseeing portfolios with individual account values ranging from $100K to $3M+ ARR, particularly those requiring high levels of customer education and consultative partnership. - A proven history of managing high-performing, culturally diverse teams across multiple time zones (NA, APAC, EMEA). - Demonstrated success in transitioning legacy CS teams from reactive modes to proactive, data-driven outcomes. - Professional stamina to be measured primarily on GDR; you understand that this metric only goes down and requires a proactive, "protect-at-all-costs" mindset. - Exceptional ability to serve as an executive sponsor for Tier-1 accounts, managing high-stakes escalations and maintaining C-suite relationships. - Advanced experience with Gainsight, PlanHat, or Totango, with a specific focus on turning daily activities into predictive analytics. - A "forever learner" who actively explores how AI can augment CRM workflows and improve the overall customer experience. - While HR domain experience is helpful, we prioritize candidates with a background in complex, high-stakes SaaS environments. Requirements - Base salary range for this role is $190-$240K CAD. Pay band is commensurate with geographic location and experience.