Senior Manager, Customer Support

📋 Description

• • The Senior Manager, Customer Support leads and oversees multiple Support Managers, Team Leads, and their teams across complex support functions, ensuring performance excellence, driving strategic transformation, and aligning support strategies with business objectives while maintaining oversight of critical customer relationships and escalations affecting public safety operations.
• • Day-to-day responsibilities include leading a 20+ person support team by managing 3-5 Customer Support Managers or Team Leads, establishing and monitoring KPIs for technical SLAs, customer adoption, and satisfaction, leading strategic initiatives to unify support models, developing support strategies for new product launches and acquisitions, serving as the executive escalation point for critical issues, partnering with Engineering, Product, Sales, and Customer Success leadership, building relationships with key customer executives, leading organizational change management, developing talent pipelines through succession planning and leadership programs, managing departmental budgets, driving adoption of AI and automation, establishing quality assurance frameworks, representing support in executive planning and customer advisory boards, leading crisis management for major incidents, negotiating SLA agreements for enterprise accounts, creating organizational dashboards integrating operational and customer success metrics, fostering a culture of innovation and excellence, mentoring Support Managers, driving cross-department collaboration for end-to-end customer experiences, establishing standardization while maintaining flexibility, leading vendor relationships for support tools, and championing industry thought leadership in integrated support models for public safety software.
• • Versaterm is a global public safety solutions company that has been building intuitive tools since 1977 for public safety agencies, forensic labs, court systems, schools, and other institutions. The company focuses on improving workflows to help customers achieve efficient operations, better service, and more just outcomes through purposeful integrations and selective growth. Teams are driven by innovation, expertise, and an unwavering commitment to customer success, with opportunities to contribute to solutions that enhance community safety and transform public safety technology.
• • In this role, the individual will develop strategic leadership skills in transforming support functions, gain experience in enterprise-level customer support strategy for public safety technology, build expertise in managing complex, multi-disciplinary support teams, enhance skills in crisis management and executive escalation handling, deepen knowledge of public safety standards and compliance requirements (including CJIS), develop proficiency in integrating AI and automation into support operations, strengthen stakeholder management across Engineering, Product, Sales, and executive customer levels, grow capabilities in budget management, talent development, and organizational change leadership, and establish thought leadership in integrated support models within the public safety software industry.