The Engagement Lead coordinates between Sales and Service Delivery, ensuring project success through effective communication and support on documentation and onboarding processes.
The Company
2025 Deloitte Technology Fast 50 Canada Recipient & Fast 500 North America Recipient 🏆
SpryPoint is modernizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only truly cloud-native customer service and operations platform purpose-built for modern utilities.
Founded by industry veterans in 2011, we've grown from a profitable startup to a rapidly scaling company of 300+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers.
Utilities face urgent demand to replace inefficient legacy systems while managing increasing operational complexity, and evolving customer expectations. With more than a decade of experience, and a track record of successful implementations spanning water, electric, and gas utilities, SpryPoint has built a reputation as a trusted and mission-critical partner to utilities across North America.
We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success.
Backed by strategic investment from Norwest Venture Partners since 2023, and an exciting new investment partnership from Insight Partners announced in 2026, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence.
Join our award-winning team in transforming an essential industry that powers communities across the Americas.
🚀 The Implementation Architect will ensure client engagements are scoped accurately and completely to secure successful project outcomes for both our clients and SpryPoint. This is achieved by working closely with Sales, Solution Specialists, Service Delivery, Product Engineering teams, and prospective clients.
In this role, you’ll develop a strong understanding of our Service Delivery Implementation Methodology and play a key role in supporting RFP responses, sales presentations, and contract negotiations from a service delivery perspective.
✈️ Travel across North America is anticipated to be up to 40%. Candidates must be able to travel outside of Canada with no known legal or immigration-related restrictions.
🤝 Key Responsibilities
- Act as a liaison between the Sales Team and the Service Delivery Team
- Work with Sales to establish, monitor, and uphold internal service levels
- Support Sales through coordination and management of documentation (SOWs, milestones, project plans, RFP responses, presentations)
- Support customer onboarding, including Sales-to-Service Delivery transitions
- Provide insights to Sales and Service Delivery teams for continuous improvement
- Partner with Sales and Service Delivery leadership to develop and streamline processes
- Communicate potential delays, risks, or issues to key internal stakeholders
- Support ongoing customer scoping and quoting activities
- Work with Service Delivery Management to support sales pipeline forecasting
🎯 Qualifications & Competencies
- Proven experience developing contract documentation (SOWs, milestones, etc.)
- Strong organizational and multitasking skills
- Effective communication and interpersonal skills
- Analytical and problem-solving abilities
- Ability to work under pressure and meet tight deadlines
- Strong executive presence
- 5+ years of enterprise B2B SaaS experience
- Deep utility domain and solution expertise preferred
- Conflict resolution and negotiation skills
- Process-building capabilities
- Personable with the ability to quickly build trusted relationships
- Strong attention to detail and accuracy
- Project coordination and management skills (asset)
- Time management and prioritization skills
- Experience using PSA tools such as Kantata
- Experience with productivity tools such as Google Docs, Sheets, and Slides
💫 Expect More From Your Career at SpryPoint
🚀 Work your way - Remote-first environment with flexible working hours across North America
💰 Competitive Total Rewards - Comprehensive compensation package that grows with you
💻 Complete Setup - MacBook + $800 to create your ideal home workspace
🏥 Total Wellness - Health, dental, vision, and life insurance from day one
🏝️ Recharge Time - Generous PTO, Summer Friday half-days, and unlimited sick days
📈 Future Security - RRSP (Canada) and 401k (US) matching programs
🧠 Continuous Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program
🧳 Team Connection - Annual company events and team offsites that bring us together
Professional Identity Verification
To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as a part of our SOC 2 compliance procedures.
Equal Opportunity & Inclusion
SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.
Accommodations
Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support.
Top Skills
Google Docs
Google Sheets
Google Slides
Kantata
Psa Tools
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