[Hiring] Senior Manager, Customer Support @Versaterm

Role Description

The Senior Manager, Customer Support provides leadership and oversight to multiple Support Managers, Team Leads and their teams spanning complex support functions that encompass technical support and user enablement services. They ensure performance excellence across diverse teams, drive strategic transformation of support capabilities, develop organizational talent, and align comprehensive support strategies with business objectives while maintaining oversight of critical customer relationships and escalations affecting public safety operations.

What You'll Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team.
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities.
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores.
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery.
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations.
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution.
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives.
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators.
• Lead organizational change management for tool implementations, process improvements, and service model evolution.
• Develop talent pipeline through succession planning, cross-training, and leadership development programs.
• Create and manage departmental budget including headcount, tools, training resources, and customer programs.
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types.
• Establish quality assurance frameworks and best practices spanning technical and educational support.
• Represent support organization in executive planning, product strategy, and customer advisory boards.
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations.
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts.
• Create organizational dashboards integrating operational metrics with customer success indicators.
• Foster culture of innovation, versatility, and excellence across diverse support disciplines.
• Mentor Support Managers and develop future leaders across technical and customer success paths.
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences.
• Establish standardization and efficiency while maintaining flexibility for varied customer needs.
• Lead vendor relationships for support tools, training providers, and third-party integrations.
• Champion industry thought leadership in integrated support models for public safety software.
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

Qualifications

• Multiple advanced certifications (ITIL Expert, CCXP, Six Sigma Black Belt).
• Experience with public safety standards (NENA, APCO, CJIS).
• Knowledge of AI and machine learning applications across support domains.
• Executive leadership training or MBA.
• Experience building shared services or centers of excellence.

Requirements

• Compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy.
• Successful completion of a comprehensive, fingerprint-based background check.
• Obtaining and maintaining all required security clearances is a condition of employment.

Benefits

• Competitive and fair compensation aligned with the value each role contributes.
• Starting salary dependent on skills, experience, education, training, internal equity, market data, and business needs.
• Comprehensive benefits offering.
• Potential eligibility for variable compensation such as incentive plans or discretionary performance bonuses.

Company Description

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Our teams are driven by innovation, expertise and an unwavering commitment to customer success.