Customer support manager serp_jobs.h1.location_city

The Company

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977 weve 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 youll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If youre passionate about making a meaningful difference wed love to hear from you.

The Role

The Manager Customer Support and Project Delivery is responsible for leading a team of Partner Success Specialists (PSS) who support Versaterms existing CAD / RMS customers through two critical workstreams : non-technical customer support and post-deployment project coordination. The PSS team provides responsive customer-focused support by managing incoming inquiries monitoring Jira tickets and ensuring consistent professional parallel the team serves as project coordinators and subject matter experts for ongoing customer initiatives such as system upgrades vCloud migrations and interface integrations.

This role ensures both support and project functions are delivered with operational excellence by providing team coaching performance management workload balancing and proactive risk mitigation. The Manager works cross-functionally with Partner Success Managers Product and Implementation teams to ensure partner needs are surfaced and addressed throughout the customer lifecycle. This position is essential to maintaining partner satisfaction and retention by ensuring the PSS team delivers consistently high service and value across all engagements.

What Youll Do

Team Leadership & People Management

• Provide day-to-day supervision mentorship and coaching for the Partner Success Specialist (PSS) team.
• Conduct regular 1 : 1 meeting to review Jira tickets project schedules (Kantata) performance objectives and partner health indicators.
• Manage onboarding plans (30 / 60 / 90 day) for new hires.
• Coordinate with PS Leadership to recruit onboard and mentor new PSSs as needed.
• Monitor and manage team workload in Kantata ensuring balanced task distribution and bottleneck resolution.

Process & Program Ownership

Deployment & Project Coordination

Support Oversight

Cross-functional Collaboration

Proactive Customer Engagement

Internal Knowledge Leadership

Metrics Ownership

What You Bring

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 FBIs 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 FBIs 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 areavailable 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

Required Experience :

Manager

Key Skills

Copy Editing,Facility Management,Factory,Interior Fit-Out,Asic

Employment Type : Contract

Experience : years

Vacancy : 1