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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 CCE public safety software product lifecycle, roadmap, strategy, prioritization, delivery, and optimization. Collaborate with engineering, UX, marketing, sales, customers, and partners to deliver mission-critical capabilities. Use customer research, market analysis, metrics, and AI-informed insights to guide decisions, support go-to-market activities, gather feedback, and improve dispatcher outcomes. The role requires product management experience, technical and AI/ML fluency, Agile delivery expertise, and customer travel.

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 escalated technical support to customers through phone, web, and email. Diagnoses and resolves complex application issues, manages high-priority cases, communicates status, identifies system defects, and advocates for customers. Maintains and creates Knowledge Base content, collaborates cross-functionally, supports process and product improvements, assists with team training, and handles difficult interactions independently while meeting performance standards.

Provides second-tier technical support for enterprise software customers through phone, web, and email. Diagnoses and resolves application issues, handles increasingly complex escalations, communicates case status, maintains and creates Knowledge Base content, identifies system defects, and advocates for customers. Collaborates with internal teams to resolve problems and improve products and processes. Requires strong communication, organization, independence, and finance/accounting industry knowledge.

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.

Manages relationships with assigned public-sector software clients, driving renewals, cross-sell and add-on sales, customer satisfaction, references, and quota attainment. Maintains Salesforce pipeline and account documentation, conducts demos and presentations, negotiates contracts, coordinates proposals and internal teams, and serves as a trusted advisor on CentralSquare products. Requires up to 25% travel and a professional home office.

The Solutions Consultant collaborates with account executives to evaluate client needs, deliver presentations, conduct demonstrations, and formulate tailored software solutions for CentralSquare products.