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Chief Services and Delivery Officer

1 month, 4 weeks ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
Apply Now
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977
View All Jobs 21

Description

  • Set the enterprise vision and strategy for implementation, support, professional services, and customer success across the full customer lifecycle.
  • Lead the transformation of delivery functions across acquired businesses into a cohesive, scalable enterprise framework.
  • Build and scale a modern SaaS delivery model that balances standardization with flexibility for complex implementations.
  • Oversee customer and technical support operations to ensure responsiveness, accountability, and high-quality service.
  • Define and execute AI-powered customer support strategies, including case routing, agent tooling, self-service knowledge automation, and predictive issue resolution.
  • Drive AI and automation adoption in implementation workflows to accelerate time-to-value and reduce implementation costs.
  • Strengthen executive-level client relationships to support adoption, retention, and long-term value realization.
  • Partner cross-functionally with Product, Sales, and Engineering to align product design, customer expectations, and delivery capabilities.
  • Establish KPIs and reporting frameworks to measure delivery health, customer outcomes, and organizational performance.
  • Lead continuous improvement efforts using data, metrics, and customer feedback to improve predictability and outcomes.
  • Build, lead, and inspire a high-performing leadership team with a customer-centric and accountable culture.

Requirements

  • Proven executive leadership experience leading large-scale services, delivery, or customer success organizations in a complex technology environment.
  • Demonstrated success transforming and scaling delivery functions across multiple business units, acquisitions, or product lines.
  • Deep expertise in cloud-native, enterprise SaaS delivery models, including implementation, support, and customer success.
  • Hands-on experience with cloud platform migrations and operating multi-tenant, continuously deployed environments.
  • Track record of building scalable delivery frameworks that improve consistency, efficiency, and customer outcomes.
  • Experience designing and leading flexible talent models that support cross-functional capability sharing.
  • Exceptional stakeholder leadership skills with executive-level credibility internally and with customers.
  • Strong data and analytics orientation, including experience with operational dashboards, customer health metrics, and AI-driven insights.
  • Experience in high-growth, PE-backed, or transformation-oriented environments is preferred.
  • Familiarity with mission-critical or public safety technology environments is a strong asset.

Benefits

  • Competitive base salary aligned with skills, experience, education, training, market data, and internal equity.
  • Variable compensation may be available, including incentive plans or discretionary performance bonuses.
  • Comprehensive benefits offering.
  • Equal opportunity employer committed to equity, diversity, inclusion, and a barrier-free workplace.
  • Accommodations available upon request throughout the recruitment process and employment.
  • People-first recruitment process with no AI used in hiring decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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