Cordance

The Customer Support Specialist will be the first point of contact for customers, providing exceptional support and ensuring a positive client experience. This role involves resolving inquiries, leading training sessions, and collaborating with internal teams to enhance product development and customer satisfaction. | Candidates should have at least 3 years of relevant experience in Research Pharmacy and experience with the VesTigo application. Strong communication, attention to detail, and the ability to work independently while managing multiple issues are essential. | Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential. We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy. Cordance is seeking a proactive, relationship-driven Customer Support Specialist to support McCreadie Group, a mission-driven company developing innovative software solutions for research pharmacies and investigational drug services. In this role, you will be the first point of contact for customers, providing exceptional support across multiple channels while ensuring a seamless and positive client experience. You’ll play a critical role in driving customer success by resolving inquiries, leading training sessions, and collaborating with internal teams to enhance both product development and customer satisfaction. We’re looking for a detail-oriented, customer-focused professional who thrives in a collaborative environment and is eager to make an impact. This is a unique opportunity to join a values-led organization where your contributions will directly support clinical research and improve patient outcomes. This is a fully remote role; all candidates must be based in the US What you'll do: Provide technical support for clients using company tools (Kayako, Help Center, CRM, phone, email). Lead the VesTigo Virtual Classroom and deliver engaging training sessions. Maintain subject matter expertise in Research Pharmacy through continuous learning and professional involvement. Ensure timely, professional, and courteous responses to client inquiries to drive high satisfaction. Collaborate with internal teams to advise clients on best practices and software feature usage. Contribute to external communications, including website, newsletters, training, sales, and marketing materials. Assist with testing new product releases and features alongside Customer Success and Development teams. Work with the team to track and resolve open issues based on client and product feedback. What You Bring: Exceptional communication and interpersonal skills. A positive, team-oriented attitude. Strong attention to detail and organizational skills. At least 3 years of relevant experience in Research Pharmacy (Investigational Drug Services) at clinical sites. Experience with the VesTigo application. Demonstrated training skills with the ability to deliver instructional material remotely using MS Teams. Ability to work independently while managing multiple tickets/issues daily. What Will Help You Stand Out Certified Pharmacy Technician (CPhT) credential. Previous experience providing customer support, software training, or implementation. Advanced proficiency in Microsoft Word, Excel, and PowerPoint. A quick learner eager to embrace new skills and technologies. #LI-Remote Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies. Why Join Us? At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance: Health and Wellness: Comprehensive Health Coverage: Coverage begins on your first day of employment. Retirement Savings: 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. Paid Time Off: Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. Parental Leave: 12 weeks paid leave for all employees. Remote Work Support: Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. Holidays: Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones. Join us and be part of a company that values your contributions and well-being from day one! EEOC & ADA Statement: Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws. Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Final candidate must be able to pass a background check. To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/

Guide new and returning clients through onboarding and implementation, helping them maximize the value of their eRezLife services. Provide quality customer service support to the eRezLife community. | At least two years of experience working in residence life and/or student housing is required. Strong oral and written communication skills and proven problem-solving abilities are essential. | Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential. We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy. Cordance is seeking an Onboarding & Adoptions Specialist to join eRez Life's Customer Experience team. In this role, you’ll guide new and returning clients through onboarding and implementation, helping them maximize the value of their eRezLife services through training, support, and consultation. eRezLife Software is a fast-paced software-as-a-service company supporting student affairs departments—primarily residence life and student housing—at colleges and universities across Canada, the United States, and abroad. We pride ourselves on delivering exceptional customer service and building long-lasting relationships with our clients. Reporting to the Senior Manager, Customer Experience, you are responsible for onboarding customers with new services and providing quality customer service support to the eRezLife community. This is a fully remote role; all candidates must be based in the US or Canada What you'll do: Learn the ins and outs of our software and how our clients use it to manage their housing application, room assignment, student hiring, conduct, and residential education processes. Create positive first impressions. Configure new and returning client sites and train customers on how to use eRezLife to achieve their goals. Lead implementation strategies that establish strong client relationships and product adoption. Support clients remotely – on Zoom, phone, and email. Active listening, timely assessment, excellent communication, regular follow-up, and strong organization skills will keep clients feeling supported and valued. Identify problems and suggest and implement solutions. You will work to create and refine processes, identify solutions to issues, and suggest product improvement ideas. Provide support by responding to customer tickets, scheduling meetings, and following up with customers as needed. Embrace team and individual work. Collaborate with internal teams to ensure smooth handoffs and client satisfaction. In addition to the job responsibilities listed above, the Onboarding & Adoptions Specialist can expect to… Take the lead on our “Wisdom Wednesday” webinar series - an ongoing client education and engagement initiative. You'll shape the schedule, coordinate presenters, and ensure recordings and materials are organized and accessible for our clients. What You Bring: At least two years of experience working in residence life and/or student housing is required Strong oral and written communication skills Self-motivated and willing to take initiative Ability to efficiently and effectively manage and prioritize competing demands Proven problem-solving abilities Excellent time management skills Comfortable using a computer and web-based technologies Team player with a strong client-focused approach Previous experience with eRezLife is an asset What Will Help You Stand Out Remote position - We welcome candidates from all time zones. While having availability in Pacific Time hours can help us better serve our diverse client community, it’s not a requirement. #LI-Remote Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies. Why Join Us? At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance: Health and Wellness: Comprehensive Health Coverage: Coverage begins on your first day of employment. Retirement Savings: 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. Paid Time Off: Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. Parental Leave: 12 weeks paid leave for all employees. Remote Work Support: Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. Holidays: Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones. Join us and be part of a company that values your contributions and well-being from day one! EEOC & ADA Statement: Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws. Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Final candidate must be able to pass a background check. To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/

The General Manager will partner with business unit leaders to assess performance and identify areas for improvement. They will guide leaders in implementing changes and contribute to strategy refinements across multiple SaaS businesses. | Candidates must have deep experience in B2B SaaS and a track record of driving results in PE-backed portfolios. Strong change management skills and financial fluency in SaaS unit economics are essential. | Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential. We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy. Cordance is seeking a strategic, execution-minded General Manager to work across multiple SaaS businesses as we expand our business units. This role is designed for a leader who can partner closely with P&L owners, helping them understand what’s working, what’s not, and where change is needed. You’ll be both a trusted advisor and a driver of operational improvements bringing clarity, accountability, and a results-oriented approach to each business you support. The ideal candidate will blend PE or PE-backed operating experience, strong change management skills, and the ability to navigate complexity in small, fast-moving organizations. This role is well-suited to someone scrappy yet sophisticated, able to go deep in the details while maintaining a portfolio-level view. There is considerable upside for growth as we scale our business units and expand our operational footprint. This is a fully remote role; all candidates must be based in the U.S. What You’ll Do Partner with Presidents or business unit leaders of 2–4 SaaS business units to assess business performance and identify areas for improvement Conduct targeted diagnostics to uncover operational bottlenecks, cost inefficiencies, and value-creation levers Guide and support leaders in implementing changes to team structure, processes, and strategy Contribute to GTM strategy refinements, pricing and packaging adjustments, and customer retention initiatives Establish and maintain KPI tracking frameworks tied to EBITDA, gross margin, NRR, and other SaaS metrics Facilitate consistent performance reviews and cross-unit knowledge sharing to raise overall portfolio performance Build trusted relationships with business unit leaders to encourage openness, alignment, and follow-through What You Bring Deep experience operating within B2B SaaS businesses is essential; candidates without SaaS fluency will face a steep learning curve Track record of driving results in PE-backed or multi-entity SaaS portfolios Demonstrated success improving EBITDA through cost efficiency, GTM optimization, and organizational alignment Strong change management orientation, able to lead leaders through strategic, cultural, and operational shifts Financial fluency across SaaS unit economics: CAC, LTV, churn, retention, gross margin Ability to influence without direct P&L ownership, using credibility, data, and insight to drive decisions Comfortable working across multiple companies in fast-paced, high-change environments What Will Help You Stand Out Recognized as both a trusted advisor and a force multiplier for other leaders Experience navigating PE SaaS environments Versatility across product, GTM, finance, and customer experience disciplines Playbook familiarity with value creation in lower middle market or founder-led companies #LI-Remote Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies. Why Join Us? At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance: Health and Wellness: Comprehensive Health Coverage: Coverage begins on your first day of employment. Retirement Savings: 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. Paid Time Off: Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. Parental Leave: 12 weeks paid leave for all employees. Remote Work Support: Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. Holidays: Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones. Join us and be part of a company that values your contributions and well-being from day one! EEOC & ADA Statement: Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws. Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Final candidate must be able to pass a background check. To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/