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Manages long-term relationships with assigned public-sector software clients, driving renewals, add-on sales, cross-selling, customer satisfaction, and references. Maintains sales pipelines, forecasts, quotes, contracts, and customer records in Salesforce and CPQ. Conducts presentations, demos, negotiations, and territory analysis while coordinating with proposals, legal, finance, customer success, and support teams. Requires up to 25% travel and serves as a trusted advisor for CentralSquare products.

Leads CentralSquare’s customer-facing Product Support organization across public-sector product lines. Responsibilities include hiring, coaching, staffing, cost management, escalation handling, Salesforce Service Cloud ownership, workforce planning, KPI and SLA management, and customer communications. The role also leads workforce and workflow transformation involving AI-assisted deflection, agent-assist, and automated triage, while partnering with IT, Support Operations, Product, Engineering, Knowledge, and Quality teams to improve customer satisfaction, resolution times, productivity, and product feedback loops.

Performs customer-facing and internal software upgrades, patches, deployments, rollback support, validation, troubleshooting, and cloud migrations. The role also maintains documentation, supports CI/CD tooling and automation, coordinates upgrade schedules, applies security patches, and collaborates with cross-functional teams. This entry-level position develops cloud release engineering skills through mentorship and hands-on work.

Manages public safety software implementation projects from initiation through closure. Plans schedules, resources, risks, issues, and milestones; coordinates internal teams, clients, and vendors; leads meetings and technical discussions; improves project processes and tools; manages strategic, high-revenue engagements with minimal supervision; and serves as the primary client contact.

Leads governance, planning, execution support, reporting, and cross-functional coordination for CentralSquare’s enterprise AI initiative portfolio. Maintains initiative inventories, milestones, KPIs, dashboards, risk tracking, and escalation processes. Translates AI strategy into executable plans, coordinates dependencies across business functions, supports AI Council activities, and prepares executive reporting on progress, adoption, ROI, and outcomes.

Leads the internal IT organization’s AI-first transformation, including systems strategy, AI tool deployment, platform uptime, governance, security coordination, helpdesk automation, budgeting, and cross-functional adoption. Owns IT roadmaps, prioritization processes, AI metrics, compliance frameworks, and teams of up to 30 contributors while partnering with security, infrastructure, legal, and other business functions.

Own the strategy, roadmap, lifecycle, and delivery of a records management software product for public safety agencies. Responsibilities include user research, prioritization, requirements, Agile delivery, AI feature integration, metrics, go-to-market planning, customer engagement, demos, vendor coordination, and cross-functional stakeholder management.

Provides second-tier technical support for enterprise software customers through phone, web, and email. Diagnoses application issues, resolves customer questions, handles increasingly complex escalations, identifies system defects, and maintains communication through resolution. Uses and improves knowledge-base content, creates internal documentation, advocates for customers, and collaborates with cross-functional teams. Works independently within established procedures while managing challenging customer interactions professionally.

Provides first-tier technical support to customers through phone, web, and email. Diagnoses application issues, resolves questions, escalates complex problems, maintains customer communication, updates knowledge-base content, identifies system defects, and captures feedback for product improvements. The role follows established procedures, collaborates with internal teams, handles challenging customer interactions, and participates in rotational after-hours on-call support.

Provides internal IT support for mobile devices, computers, networks, operating systems, applications, and employee accounts. Processes service desk requests, troubleshoots issues, installs Windows and approved software, prepares replacement machines, maintains software images and documentation, supports equipment moves and user conferences, and manages inventory. The role also creates and maintains employee IDs, mailboxes, storage, and equipment while assisting with IT projects and providing occasional after-hours support.