Senior Manager, Customer Support

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 RoleThe 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 DoLead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support teamDrive performance and growth across multiple teams with varied support disciplines and responsibilitiesEstablish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scoresLead strategic initiatives to transform and integrate traditional support models into unified service deliveryDevelop comprehensive support strategies for new product launches, acquisitions, and major implementationsServe as executive escalation point for critical issues requiring multi-disciplinary resolutionPartner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiativesBuild and maintain relationships with key customer executives including chiefs, directors, and administratorsLead organizational change management for tool implementations, process improvements, and service model evolutionDevelop talent pipeline through succession planning, cross-training, and leadership development programsCreate and manage departmental budget including headcount, tools, training resources, and customer programsDrive adoption of emerging technologies including AI, automation, and predictive analytics across all support typesEstablish quality assurance frameworks and best practices spanning technical and educational supportRepresent support organization in executive planning, product strategy, and customer advisory boardsLead crisis management for major incidents affecting multiple customers, products, or public safety operationsDevelop and negotiate SLA agreements and success plans for enterprise and strategic accountsCreate organizational dashboards integrating operational metrics with customer success indicatorsFoster culture of innovation, versatility, and excellence across diverse support disciplinesMentor Support Managers and develop future leaders across technical and customer success pathsDrive cross-department collaboration to deliver exceptional end-to-end customer experiencesEstablish standardization and efficiency while maintaining flexibility for varied customer needsLead vendor relationships for support tools, training providers, and third-party integrationsChampion industry thought leadership in integrated support models for public safety softwarePerform other related duties as assigned to support team objectives, departmental needs, and overall organizational prioritiesWhat You'll BringRequired Qualifications:Bachelor's degree in Computer Science, Technology, Information Systems, Business, or related field8-10+ 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 functionsDeep experience supporting enterprise software in public safety or mission-critical environmentsDemonstrated success in organizational transformation and integration of support functionsStrong business acumen with ability to align support strategy with revenue and growthExcellent executive communication, presentation, and relationship management skillsProven ability to influence across organizational boundaries and drive change without direct authorityExperience with comprehensive metrics spanning operational efficiency and customer supportTrack record of managing high-performing, scalable, and versatile support organizationsAsset 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 domainsExecutive leadership training or MBAExperience building shared services or centers of excellenceNote: 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.