Partner Success Manager CAD/RMS

Versaterm; Ottawa; On-site; CAD 70,000 - 95,000; Full time

Job summary

Versaterm, a leader in public safety solutions, is looking for a Partner Success Manager to enhance customer satisfaction and experience. The successful candidate will manage client relationships post-onboarding and drive value through service delivery, making a meaningful impact in public safety.

Qualifications

• Understanding of public safety software systems.
• Proven customer support and/or account management experience.
• Knowledge of CAD, RMS, or Mobile Applications is considered an asset.

Responsibilities

• Manage long-term partnerships with partner agencies.
• Serve as the point of contact for assigned partner agencies.
• Collaborate across teams to ensure exceptional service delivery.

Skills

Customer support

Account management

Communication

Problem-solving

Time management

Tools

JIRA

Confluence

CRM systems

Job description

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 Partner Success Manager, CAD/RMS position is essential in shaping the customer experience and customer satisfaction for all client initiatives after initial onboarding. Partner Success Manager take on management of client product upgrades and provide front-line, non-technical support for all clients utilizing our Record Management System (RMS) and Computer Aided Dispatch (CAD). They work with the client evolution teams to identify opportunities to enhance the customer experience and implement add-on functionality to take advantage of the evergreening of the product suite.

What You'll Do

• Own and manage long-term partnerships with a portfolio of partner agencies from onboarding and beyond
• Serve as point of contact and advocate for assigned partner agencies
• Work closely with sales, implementation, support, and product teams to align exceptional service delivery
• Remain focused on the three primary goals of Partner Success: drive value, reduce/manage churn, and support the renewal process
• In cooperation with the Director of Partner Success, determine the metrics, health scores, and KPIs relevant to each account
• Collaborate with sales, product, and marketing to support strategies across the Versaterm ecosystem

What You Bring

• Understanding of public safety software systems and law enforcementpractices
• Proven customer support and/or account management experience
• Excellent written and oral English language skills
• Knowledge of JIRA, Confluence, Kantata or CRM systems (eg. Gainsight) will be considered an asset
• Knowledge of CAD, RMS or Mobile Applications (Versaterm products specifically would be an asset)
• Passion for public safety
• Ability to travel to provide on-site services

You'll Succeed If You Have

• An intense focus on customer service with the desire to go above and beyond to meet client demands and project deadlines
• The ability to multitask, prioritize and manage time efficiently
• The ability to be an Independent worker and team collaborator
• Excellent communication, listening and problem-solving skills and the ability to hold executive-level internal and external conversations that drive business and move relationships forward

Versaterm is committed to building and supporting inclusion, diversity, and equity, and sustaining a barrier-free environment.Accommodations 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 [e-mail].

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