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Senior Manager, Customer Support

1 hour, 31 minutes ago
Canada
Full-time
Lead
Customer Support
Customer and Technical Support
Machine Learning
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 48

Description

  • Lead and oversee multiple Support Managers, Team Leads, and a 20+ person support organization across technical support and user enablement services.
  • Drive performance, growth, and service excellence across diverse support teams and disciplines.
  • Establish and monitor KPIs, SLAs, customer adoption metrics, satisfaction scores, and operational dashboards.
  • Lead strategic transformation initiatives to unify and improve support delivery models.
  • Develop support strategies for new product launches, acquisitions, and major implementations.
  • Serve as the executive escalation point for critical customer issues and crisis situations affecting public safety operations.
  • Partner with Engineering, Product, Sales, and Customer Success leaders on enterprise and cross-functional initiatives.
  • Build and maintain relationships with senior customer stakeholders and negotiate SLA agreements and success plans.
  • Lead organizational change management, process improvements, and adoption of new tools, automation, AI, and predictive analytics.
  • Develop talent through succession planning, cross-training, mentoring, and leadership development, while managing departmental budget and vendor relationships.

Requirements

  • Bachelor's degree in Computer Science, Technology, Information Systems, Business, or a related field.
  • 8-10+ years of progressive experience in technical support and/or customer success, including at least 3+ years in a managerial or leadership role.
  • Experience managing multiple teams or a complex support organization with diverse functions.
  • Deep experience supporting enterprise software in public safety or mission-critical environments.
  • Demonstrated success in organizational transformation and integration of support functions.
  • Strong business acumen with the ability to align support strategy with revenue and growth goals.
  • Excellent executive communication, presentation, and relationship management skills.
  • Ability to influence across organizational boundaries and drive change without direct authority.
  • Experience with comprehensive metrics spanning operational efficiency and customer support.
  • Track record of building high-performing, scalable, and versatile support organizations.
  • Ability to obtain and maintain a Reliability security clearance and comply with FBI CJIS requirements, including a fingerprint-based background check.
  • Must be legally authorized to work in Canada.
  • Preferred qualifications include ITIL Expert, CCXP, or Six Sigma Black Belt certifications.
  • Preferred qualifications include experience with public safety standards such as NENA, APCO, and CJIS.
  • Preferred qualifications include knowledge of AI and machine learning applications across support domains.
  • Preferred qualifications include executive leadership training or an MBA.
  • Preferred qualifications include experience building shared services or centers of excellence.

Benefits

  • Competitive base salary aligned with skills, experience, education, training, internal equity, market data, and business needs.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses in some roles.
  • Comprehensive benefits offering.
  • Equal opportunity employer with a commitment to equity, diversity, inclusion, and a barrier-free workplace.
  • Accommodations available upon request throughout the recruitment process and employment terms.

Interested in this position?

Apply directly on the company website

Apply Now

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