Partner Success Manager (CAD/RMS)

The Company 

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. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

The Role

The Partner Success Manager position for our Computer-Aided Dispatch (CAD)/ Records Management System (RMS) solutions is essential in shaping the customer experience and customer satisfaction for all client initiatives after initial onboarding. Partner Success Manager takes on management of client product upgrades and provides front-line, non-technical support for all clients utilizing our CAD and RMS solutions. They work with the client evolution teams to identify opportunities to enhance the customer experience and implement add-on functionality to take advantage of the evergreening of the product suite.​

What You'll Do

• Own and manage long-term partnerships with a portfolio of partner agencies from onboarding and beyond
• Serve as point of contact and advocate for assigned partner agencies
• Work closely with sales, implementation, support, and product teams to align exceptional service delivery 
• Remain focused on the three primary goals of Partner Success: drive value, reduce/manage churn, and support the renewal process 
• In cooperation with the Director of Partner Success, determine the metrics, health scores, and KPIs relevant to each account 
• Collaborate with sales, product, and marketing to support strategies across the Versaterm ecosystem

What You Bring

• Understanding of public safety software systems and law enforcement practices
• Proven customer support and/or account management experience
• Excellent written and oral English language skills 
• Knowledge of JIRA, Confluence, Kantata or CRM systems (eg. Gainsight) will be considered an asset
• Knowledge of CAD, RMS or Mobile Applications (Versaterm products specifically would be an asset)
• Passion for public safety
• Ability to travel to provide on-site services

You'll Succeed If You Have

• An intense focus on customer service with the desire to go above and beyond to meet client demands and project deadlines
• The ability to multitask, prioritize and manage time efficiently
• The ability to be an Independent worker and team collaborator
• Excellent communication, listening and problem-solving skills and the ability to hold executive-level internal and external conversations that drive business and move relationships forward

This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements. 

Equal Opportunity 

Versaterm is committed to building and supporting inclusion, diversity, and equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact info@versaterm.com.