Sales Operations Lead

We are recruiting for a pre/post sales professional for a software firm in Toronto. Must have an engineering background and be able to sell to government project managers.

This is a hybrid role located in Toronto.

• SaaS Operations Lead” could be a good title — main focus is our SaaS products, but the role isn’t limited to SaaS.

• • owner and point person for the areas below (excluding support tickets):

    • Support Sales with prospect discovery and demos (secondary for the 1st year; primary focus remains onboarding, customer success, and renewals)

    • Lead customer onboarding and training, including monthly education webinars

    • Own and manage product sheets (features, use cases, screenshots), plus customer feedback, use cases, testimonials, case studies

    • Manage customer relationships, including quarterly check-ins

    • Own and lead in-person customer visits

    • Own renewal communications and renewal planning

    • Maintain primary ownership for all SaaS customers (excluding support tickets)

    • Zaynab (Customer Support/QA) has a dotted-line reporting relationship to Sandro

    • Own SaaS RFP/RFI responses

    • Provide secondary support for complex/tricky support emails

    • Support Dave Colvin on EM applications and demos

    • Support Simon on RoDARS meetings

3 months:
Fully familiar with Permit + M511, and able to train new customers on both. Begin quarterly check-ins. Complete 1–2 in-person customer visits. Become fluent in Bugtracker and the dev/QA workflow. Own and drive ongoing 2026 renewals (communications, tracking, and next steps).

6 months:
Fully familiar with Traffic Central. Execute quarterly check-ins and complete in-person visits with a majority of priority customers, with an upsell mindset where appropriate. Continue driving 2026 renewals. Have the 2027 renewals plan finalized (schedule, messaging, owners, and key dates).

9 months:
Complete 2027 renewal communications. Visit remaining customers (as appropriate/feasible). Draft a product improvements plan and roadmap based on customer feedback.

12 months (~Feb 2027):
Too far out to define in detail right now.