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Senior Manager, Customer Support

Mesa, Arizona, United States

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 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

 What You'll Bring

Required Qualifications:

  • Bachelor's degree in Computer Science, Technology, Information Systems, Business, or related field
  • 8-10+ years of progressive experience across technical support and/or customer success with at least 3+ years in a managerial or leadership role or applicable combination of experience.
  • Proven track record of managing multiple teams or complex support organizations 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 ability to align support strategy with revenue and growth
  • Excellent executive communication, presentation, and relationship management skills
  • Proven 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 managing high-performing, scalable, and versatile support organizations

Asset 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

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully 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 on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.  

Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.

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