Manager, Customer Support and Project Delivery at Versaterm

The CompanyVersaterm 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 RoleThe 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 DoTeam Leadership & People ManagementProvide 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 OwnershipOwn and evolve the PSS playbook team Confluence space and document standard processes and workflows.Partner with leadership to refine team roles SOPs and training curriculum.Ensure PSS adherence to processes across Jira Kantata vConnect Confluence and SharePoint.Deployment & Project CoordinationCoordinate resource planning for client upgrades patch releases and add-on deployments.Monitor Kantata resource allocations and staffing plans to ensure availability aligns with project needs.Ensure projects are properly configured in Kantata and reviewed regularly for audit health and risk indicators.Lead post-upgrade/project reviews and apply lessons learned to improve processes.Support OversightOversee Jira ticket queue to ensure timely professional resolution and communication.Act as escalation point for complex or high-risk non-technical issues.Proactively monitor and prioritize aging or high-impact tickets (10 days open or 30 days active).Review product suggestions for completeness and business relevance; manage follow-up discussions with Product.Facilitate internal product suggestion meetings and communicate outcomes to Product Owners.Cross-functional CollaborationPartner with PS Leadership to identify trends in customer sentiment and internal team performance.Promote cross-functional transparency by ensuring timely communication of key updates risks and delays to Partner Success Managers (PSMs).Proactive Customer EngagementLead planning and execution of CAD/RMS-related webinars and learning sessions.Oversee Versaterm Academy content; work with SMEs to maintain up-to-date and relevant training materials.Maintain accurate agency touchpoints and health scores in Salesforce.Continuously improve customer experience by tracking satisfaction engagement and retention.Internal Knowledge LeadershipChampion use of internal documentation (SSI pages knowledge base articles playbooks).Lead internal knowledge-sharing sessions to upskill and inform the PSS team.Metrics OwnershipCollaborate with leadership to define and track key performance indicators (e.g. ticket aging project delivery timelines) to assess team effectiveness and drive accountability.Performs other related duties as assigned to support team objectives departmental needs and overall organizational priorities.What You BringBachelors degree in Business Public Administration Project Management or a related field.5-8 years of experience in customer success public safety systems or professional services; 1-3 years in a team leadership or supervisory role.Strong knowledge of Jira Kantata Confluence Salesforce and SharePoint.Experience with CAD/RMS systems (Versaterm preferred) is an asset.Demonstrated success in project coordination support operations or deployment planning.Proven ability to coach and manage performance across a distributed team.Excellent written and verbal communication skills; ability to communicate professionally with internal and external stakeholders.Strong organizational skills with the ability to manage multiple priorities and deadlines.Analytical mindset with experience defining and tracking team metrics and KPIs.Collaborative approach with a demonstrated ability to lead cross-functional initiatives.Ability to thrive in a fast-paced customer-focused mission-critical environment.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 OpportunityVersaterm 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