The Role

The Enterprise Account Executive will be responsible for driving growth across the Canadian public safety market, with a primary focus on NG9-1-1 call handling solutions and emergency notification platforms. This role supports police, fire, EMS, and municipal organizations in modernizing their emergency communications infrastructure, ensuring regulatory compliance, operational resilience, and public safety readiness. The role requires a strong understanding of the Canadian emergency services ecosystem, including provincial governance models, telecom dependencies, and long-term modernization programs tied to NG9-1-1.

This job posting is being used to fill an existing vacancy.

What You Do

• Build, advance, and maintain an active pipeline aligned to annual quota and forecasting expectations
• Target customer segments include Public Safety Answering Points (PSAPs), Fire and Police Services, municipalities and regional authorities, Emergency Operations Centers (EOCs), and organizations requiring mass notification and public alerting capabilities
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Accurately understand, deliver, and articulate Versaterm’s value propositions to local government agency prospects and decision-makers
• Demonstrate software solutions to agency leadership and end-users
• Operate effectively in a fast-paced, growing business unit while working within Versaterm’s overall sales parameters
• Manage all activity related to your sales opportunities within Versaterm’s Salesforce CRM system
• Stay up to date on the public safety competitive landscape and emerging technologies
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities
• Operate comfortably in regulated environments with long sales cycles, multiple approval layers, and high operational accountability
• Position NG9-1-1 call handling and emergency notification solutions in compliance with Canadian standards, including CRTC directives, provincial frameworks, and telecom partner requirements
• Drive solution-based selling across call handling, UCMS, logging, and emergency notifications, positioning Versaterm as a long-term public safety partner
• Lead complex, multi-stakeholder sales cycles involving procurement teams, technical authorities, telecom partners, and executive leadership
• Collaborate closely with Canadian telecom providers, technology partners, and system integrators to support successful deployments and long-term customer success

What You Bring

• 5–10 years of sales experience, including 3–5+ years selling public safety technology
• Fluently bilingual in English and French
• Demonstrated experience selling public safety, telecommunications, or mission-critical solutions within the Canadian market
• Proven ability to create, advance, and close public safety opportunities
• Demonstrated success consistently meeting sales quotas and building pipelines in net-new territories
• Strong applications background and understanding of software systems
• Outstanding interpersonal skills to support complex sales transactions and provide clarity and transparency throughout the deal cycle and during issue resolution
• Comfortable operating in regulated environments with long sales cycles, multiple approval layers, and high operational accountability
• Demonstrated ability to engage internal and external stakeholders, peers, and leadership in a polished and professional manner
• Self-starter with a strong work ethic and willingness to take ownership of the assigned sales territory
• Experience with NG9-1-1, emergency communications, or mass notification solutions is strongly preferred
• Ability to travel up to 75%

Due to the nature of our work with public safety agencies, this position requires compliance with applicable Canadian security and background screening requirements. Candidates must successfully pass a comprehensive background check, which may include criminal record verification and additional security assessments as required by customer contracts, provincial authorities, or telecom partners. Obtaining and maintaining all required security clearances is a condition of employment. This may include, but is not limited to, RCMP-based criminal record checks, CPIC screening, and customer-specific security requirements.

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. 

The Role

The Enterprise Account Executive will identify, qualify, advance, and close opportunities for Versaterm’s Public Safety solution(s). This is an opportunity to work with medium to large-size city and county Public Safety entities to improve their operations and citizen experiences with tailor-made solutions. The position will grow business within a prescribed territory set by the business to lead and drive sales opportunities through strategic selling, negotiate and close business, and lead the ongoing business relationship with clients. The successful candidate will possess a strong need to win and be able to demonstrate that they are responsive, adaptable, and 100% passionate about results and ownership.

This job posting is being used to fill an existing vacancy.

What You Do 

• Build, advance, and maintain an active pipeline aligned to annual quota and forecasting expectations using MEDDPICC for qualification and deal progression.
• Work in a quick, agile growing business unit while working within Versaterm’s overall sales parameters.
• Foster strong connections with customers through regular communication, addressing inquiries, and providing exceptional service. 
• Demonstrate software solutions to agency leadership and end-users.
• Leverage AI-driven sales tools and insights to identify opportunities, personalize outreach, and optimize pipeline management, while effectively communicating the value of AI-enabled solutions to public safety agencies.
• Deliver, and articulate Versaterm’s value propositions to local government agency prospects and decision-makers leveraging Challenger Sales principles to teach new insights, tailor value to each stakeholder, and take control of complex buying conversations.
• Use persona‑based value mapping and compelling storytelling that aligns Versaterm’s mission‑critical solutions with the operational, financial, and community‑impact priorities of local government decision‑makers.
• Stay ahead of market trends, competitor activities, and industry developments to adapt sales strategies accordingly.
• Supervise all activity related to your opportunities sales processes within Versaterm’s Salesforce CRM system.
• Effectively organize and prioritize leads, opportunities, and customer interactions to ensure a streamlined sales process. 
• Gather customer feedback and insights to contribute to the enhancement of products/services and overall customer satisfaction
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities. 

What You Bring 

• 10+ years selling experience with 3-5+ years selling Public Safety technology (e.g., CAD, RMS, related software/hardware) to government agencies, including managing sophisticated, long-duration B2G sales cycles from lead development through close.
• Highly experienced in the creation, advancement, and closing of Public Safety opportunities.
• Demonstrated success consistently meeting sales quotas and crafting/growing pipelines in net new territories.
• Familiarity with MEDDPICC and Challenger Sale frameworks and methodologies
• Strong applications background and understanding of software systems.
• Outstanding interpersonal skills to support complex sales transactions and provide clarity and transparency throughout the deal cycle or during issue resolution.
• Demonstrated ability to engage internal and external clients, peers, and management in a polished and highly professional manner.
• Proven self-starter with a strong work ethic and willingness to take initiative and ownership of the sales territory.
• Ability to travel up to 75%.

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. 

The Role
As a Senior Product Manager, you will help shape the standards and wellness ecosystem that enables public safety to maintain public trust and a high-performance culture through a robust standards accountability process and provide proactive support of their first responders. 

In this role, you set strategic direction and drive complex feature prioritization and adoption across teams. You will own the product's P&L and pricing strategies, working closely with customers, marketing, designers, and engineers to deliver solutions that simplify complex workflows and enhance community safety. This position is both strategic and hands-on — balancing long-term product direction with day-to-day prioritization.

What You Do

Setting Strategy 

• Define the product's vision and long-term strategic direction, ensuring alignment with company objectives and customer needs.
• Clearly articulate the business case and customer value for each initiative or feature. 
• Lead strategic planning by identifying major areas of investment, building business cases, and securing internal approvals. 
• Serve as the recognized subject matter expert on the product, the market, technology trends, and the competitive landscape. 
• Use P&L insights to guide roadmap prioritization, ensuring financial targets are considered.

Defining the Roadmap

• Translate product strategy into actionable plans, determining what to build and when to release it. 
• Build and maintain both a detailed development roadmap for internal teams and a high-level roadmap for executives and customers. 
• Gather input from customers, internal stakeholders, market research, and industry insights. 
• Partner with engineering, design, and cross-functional teams to ensure delivery that meets market needs and quality standards. 
• Establish pricing strategies, define core product positioning and messaging, and drive go-to-market launch plans.

Evaluating and Prioritizing Features 

• Collect, develop, and curate ideas from customers, sales, and internal stakeholders for the backlog. 
• Prioritize features by balancing user value, development effort, time to market, and competitive differentiation. 
• Track and evaluate product performance including sales, feature adoption, and user satisfaction. 
• Run trials, pilots, and MVPs to validate assumptions and refine the product before broader launches. 
• Perform ongoing market and competitor research. 

Analyzing and Evaluating    

• Track and evaluate product market performance including sales, renewals, and win/loss data.
• Track and evaluate product financial performance including revenue, operational costs, and P&L impact. 
• Track feature adoption, usability, and user satisfaction to drive continuous improvement. 

Stakeholders and Key Work Partners 

• Collaborate internally with engineering, design, sales, marketing, partner success, support, implementation, finance, legal, and the leadership team.
• Engage externally with customers, end-users, and partners to gather feedback, build relationships, and deliver demos. 
• Promote the product through training, sales enablement, webinars, newsletters, and direct customer interactions. 
• Act as a product evangelist and build trust as a leader across the business.

What You Bring

Required Qualifications:

• Bachelor's degree in Engineering, Business, or related field. Advanced degree or relevant certifications (e.g., Pragmatic Marketing, CSPO) are a plus. 
• A minimum of 7 years of product management experience within a software organization. 
• Experience with pricing strategies, business cases, and P&Ls. 
• Experience developing and executing modernization strategies, including transitioning legacy solutions to cloud-based architectures. 
• Experience establishing value propositions, product messaging, and go-to-market strategies. 
• Proven experience overseeing all elements of the product development lifecycle. 
• Strong understanding of Agile frameworks, and AI centric development with Claude Code. 
• Highly effective cross-functional team management and the ability to influence up, down, and across the organization. 
• Exceptional writing, editing, and presentation skills. 
• Strong organizational skills and attention to detail.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.

Asset Qualifications:

• Experience with Aha! Product Management software. 
• Familiarity with software engineering concepts such as APIs, databases, cloud platforms, and mobile apps. 
• Demonstrated ability to leverage AI technologies to enhance product capabilities or operational efficiency.  
• Experience with Public Safety professional standards, wellness or Case Management Systems (CMS).

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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.

The Role
As a Senior Product Manager, you will help shape the standards and wellness ecosystem that enables public safety to maintain public trust and a high-performance culture through a robust standards accountability process and provide proactive support of their first responders. 

In this role, you set strategic direction and drive complex feature prioritization and adoption across teams. You will own the product's P&L and pricing strategies, working closely with customers, marketing, designers, and engineers to deliver solutions that simplify complex workflows and enhance community safety. This position is both strategic and hands-on — balancing long-term product direction with day-to-day prioritization.

What You Do

Setting Strategy 

• Define the product's vision and long-term strategic direction, ensuring alignment with company objectives and customer needs.
• Clearly articulate the business case and customer value for each initiative or feature. 
• Lead strategic planning by identifying major areas of investment, building business cases, and securing internal approvals. 
• Serve as the recognized subject matter expert on the product, the market, technology trends, and the competitive landscape. 
• Use P&L insights to guide roadmap prioritization, ensuring financial targets are considered.

Defining the Roadmap

• Translate product strategy into actionable plans, determining what to build and when to release it. 
• Build and maintain both a detailed development roadmap for internal teams and a high-level roadmap for executives and customers. 
• Gather input from customers, internal stakeholders, market research, and industry insights. 
• Partner with engineering, design, and cross-functional teams to ensure delivery that meets market needs and quality standards. 
• Establish pricing strategies, define core product positioning and messaging, and drive go-to-market launch plans.

Evaluating and Prioritizing Features 

• Collect, develop, and curate ideas from customers, sales, and internal stakeholders for the backlog. 
• Prioritize features by balancing user value, development effort, time to market, and competitive differentiation. 
• Track and evaluate product performance including sales, feature adoption, and user satisfaction. 
• Run trials, pilots, and MVPs to validate assumptions and refine the product before broader launches. 
• Perform ongoing market and competitor research. 

Analyzing and Evaluating    

• Track and evaluate product market performance including sales, renewals, and win/loss data.
• Track and evaluate product financial performance including revenue, operational costs, and P&L impact. 
• Track feature adoption, usability, and user satisfaction to drive continuous improvement. 

Stakeholders and Key Work Partners 

• Collaborate internally with engineering, design, sales, marketing, partner success, support, implementation, finance, legal, and the leadership team.
• Engage externally with customers, end-users, and partners to gather feedback, build relationships, and deliver demos. 
• Promote the product through training, sales enablement, webinars, newsletters, and direct customer interactions. 
• Act as a product evangelist and build trust as a leader across the business.

What You Bring

Required Qualifications:

• Bachelor's degree in Engineering, Business, or related field. Advanced degree or relevant certifications (e.g., Pragmatic Marketing, CSPO) are a plus. 
• A minimum of 7 years of product management experience within a software organization. 
• Experience with pricing strategies, business cases, and P&Ls. 
• Experience developing and executing modernization strategies, including transitioning legacy solutions to cloud-based architectures. 
• Experience establishing value propositions, product messaging, and go-to-market strategies. 
• Proven experience overseeing all elements of the product development lifecycle. 
• Strong understanding of Agile frameworks, and AI centric development with Claude Code. 
• Highly effective cross-functional team management and the ability to influence up, down, and across the organization. 
• Exceptional writing, editing, and presentation skills. 
• Strong organizational skills and attention to detail.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.

Asset Qualifications:

• Experience with Aha! Product Management software. 
• Familiarity with software engineering concepts such as APIs, databases, cloud platforms, and mobile apps. 
• Demonstrated ability to leverage AI technologies to enhance product capabilities or operational efficiency.  
• Experience with Public Safety professional standards, wellness or Case Management Systems (CMS).

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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.

The Role
As a Senior Product Manager, you will help shape the standards and wellness ecosystem that enables public safety to maintain public trust and a high-performance culture through a robust standards accountability process and provide proactive support of their first responders. 

In this role, you set strategic direction and drive complex feature prioritization and adoption across teams. You will own the product's P&L and pricing strategies, working closely with customers, marketing, designers, and engineers to deliver solutions that simplify complex workflows and enhance community safety. This position is both strategic and hands-on — balancing long-term product direction with day-to-day prioritization.

What You Do

Setting Strategy 

• Define the product's vision and long-term strategic direction, ensuring alignment with company objectives and customer needs.
• Clearly articulate the business case and customer value for each initiative or feature. 
• Lead strategic planning by identifying major areas of investment, building business cases, and securing internal approvals. 
• Serve as the recognized subject matter expert on the product, the market, technology trends, and the competitive landscape. 
• Use P&L insights to guide roadmap prioritization, ensuring financial targets are considered.

Defining the Roadmap

• Translate product strategy into actionable plans, determining what to build and when to release it. 
• Build and maintain both a detailed development roadmap for internal teams and a high-level roadmap for executives and customers. 
• Gather input from customers, internal stakeholders, market research, and industry insights. 
• Partner with engineering, design, and cross-functional teams to ensure delivery that meets market needs and quality standards. 
• Establish pricing strategies, define core product positioning and messaging, and drive go-to-market launch plans.

Evaluating and Prioritizing Features 

• Collect, develop, and curate ideas from customers, sales, and internal stakeholders for the backlog. 
• Prioritize features by balancing user value, development effort, time to market, and competitive differentiation. 
• Track and evaluate product performance including sales, feature adoption, and user satisfaction. 
• Run trials, pilots, and MVPs to validate assumptions and refine the product before broader launches. 
• Perform ongoing market and competitor research. 

Analyzing and Evaluating    

• Track and evaluate product market performance including sales, renewals, and win/loss data.
• Track and evaluate product financial performance including revenue, operational costs, and P&L impact. 
• Track feature adoption, usability, and user satisfaction to drive continuous improvement. 

Stakeholders and Key Work Partners 

• Collaborate internally with engineering, design, sales, marketing, partner success, support, implementation, finance, legal, and the leadership team.
• Engage externally with customers, end-users, and partners to gather feedback, build relationships, and deliver demos. 
• Promote the product through training, sales enablement, webinars, newsletters, and direct customer interactions. 
• Act as a product evangelist and build trust as a leader across the business.

What You Bring

Required Qualifications:

• Bachelor's degree in Engineering, Business, or related field. Advanced degree or relevant certifications (e.g., Pragmatic Marketing, CSPO) are a plus. 
• A minimum of 7 years of product management experience within a software organization. 
• Experience with pricing strategies, business cases, and P&Ls. 
• Experience developing and executing modernization strategies, including transitioning legacy solutions to cloud-based architectures. 
• Experience establishing value propositions, product messaging, and go-to-market strategies. 
• Proven experience overseeing all elements of the product development lifecycle. 
• Strong understanding of Agile frameworks, and AI centric development with Claude Code. 
• Highly effective cross-functional team management and the ability to influence up, down, and across the organization. 
• Exceptional writing, editing, and presentation skills. 
• Strong organizational skills and attention to detail.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.

Asset Qualifications:

• Experience with Aha! Product Management software. 
• Familiarity with software engineering concepts such as APIs, databases, cloud platforms, and mobile apps. 
• Demonstrated ability to leverage AI technologies to enhance product capabilities or operational efficiency.  
• Experience with Public Safety professional standards, wellness or Case Management Systems (CMS).

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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.

The Role
As a Senior Product Manager, you will help shape the standards and wellness ecosystem that enables public safety to maintain public trust and a high-performance culture through a robust standards accountability process and provide proactive support of their first responders. 

In this role, you set strategic direction and drive complex feature prioritization and adoption across teams. You will own the product's P&L and pricing strategies, working closely with customers, marketing, designers, and engineers to deliver solutions that simplify complex workflows and enhance community safety. This position is both strategic and hands-on — balancing long-term product direction with day-to-day prioritization.

What You Do

Setting Strategy 

• Define the product's vision and long-term strategic direction, ensuring alignment with company objectives and customer needs.
• Clearly articulate the business case and customer value for each initiative or feature. 
• Lead strategic planning by identifying major areas of investment, building business cases, and securing internal approvals. 
• Serve as the recognized subject matter expert on the product, the market, technology trends, and the competitive landscape. 
• Use P&L insights to guide roadmap prioritization, ensuring financial targets are considered.

Defining the Roadmap

• Translate product strategy into actionable plans, determining what to build and when to release it. 
• Build and maintain both a detailed development roadmap for internal teams and a high-level roadmap for executives and customers. 
• Gather input from customers, internal stakeholders, market research, and industry insights. 
• Partner with engineering, design, and cross-functional teams to ensure delivery that meets market needs and quality standards. 
• Establish pricing strategies, define core product positioning and messaging, and drive go-to-market launch plans.

Evaluating and Prioritizing Features 

• Collect, develop, and curate ideas from customers, sales, and internal stakeholders for the backlog. 
• Prioritize features by balancing user value, development effort, time to market, and competitive differentiation. 
• Track and evaluate product performance including sales, feature adoption, and user satisfaction. 
• Run trials, pilots, and MVPs to validate assumptions and refine the product before broader launches. 
• Perform ongoing market and competitor research. 

Analyzing and Evaluating    

• Track and evaluate product market performance including sales, renewals, and win/loss data.
• Track and evaluate product financial performance including revenue, operational costs, and P&L impact. 
• Track feature adoption, usability, and user satisfaction to drive continuous improvement. 

Stakeholders and Key Work Partners 

• Collaborate internally with engineering, design, sales, marketing, partner success, support, implementation, finance, legal, and the leadership team.
• Engage externally with customers, end-users, and partners to gather feedback, build relationships, and deliver demos. 
• Promote the product through training, sales enablement, webinars, newsletters, and direct customer interactions. 
• Act as a product evangelist and build trust as a leader across the business.

What You Bring

Required Qualifications:

• Bachelor's degree in Engineering, Business, or related field. Advanced degree or relevant certifications (e.g., Pragmatic Marketing, CSPO) are a plus. 
• A minimum of 7 years of product management experience within a software organization. 
• Experience with pricing strategies, business cases, and P&Ls. 
• Experience developing and executing modernization strategies, including transitioning legacy solutions to cloud-based architectures. 
• Experience establishing value propositions, product messaging, and go-to-market strategies. 
• Proven experience overseeing all elements of the product development lifecycle. 
• Strong understanding of Agile frameworks, and AI centric development with Claude Code. 
• Highly effective cross-functional team management and the ability to influence up, down, and across the organization. 
• Exceptional writing, editing, and presentation skills. 
• Strong organizational skills and attention to detail.

Asset Qualifications:

• Experience with Aha! Product Management software. 
• Familiarity with software engineering concepts such as APIs, databases, cloud platforms, and mobile apps. 
• Demonstrated ability to leverage AI technologies to enhance product capabilities or operational efficiency.  
• Experience with Public Safety professional standards, wellness or Case Management Systems (CMS).
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.

Note: 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. 

L'Entreprise

Versaterm est une entreprise mondiale de solutions de sécurité publique qui aide les agences à transformer la façon dont elles servent leurs communautés. Depuis 1977, nous bâtissons un écosystème d'outils intuitifs conçus pour les agences de sécurité publique, les laboratoires judiciaires, les systèmes judiciaires, les écoles et d'autres institutions. Grâce à des intégrations réfléchies et à une stratégie de croissance sélective, nous nous concentrons sur l'amélioration des flux de travail pour aider nos clients à obtenir des opérations plus efficaces, un meilleur service et des résultats plus justes.

Nos équipes sont animées par l'innovation, l'expertise et un engagement inébranlable envers le succès de nos clients. Alors que nous continuons à développer et à étendre notre écosystème, vous aurez l'occasion de contribuer à des solutions qui renforcent la sécurité des communautés et transforment l'avenir de la technologie de la sécurité publique. Si vous êtes passionné par l'idée de faire une différence significative, nous aimerions vous entendre.

Le Role

Sommaire du poste

Le ou la Chef Technique, Déploiement et Escalade est responsable de l’expertise technique avancée (niveaux 2 et 3), de la gestion des ressources techniques dédiées aux installations, ainsi que du soutien aux projets d’implémentation et aux escalades critiques des solutions de téléphonie de Komutel.

Le poste est principalement orienté NG911, tout en couvrant également des environnements hors 911, notamment dans le secteur de la santé et d’autres services critiques, incluant des projets réalisés en partenariat avec AVAYA.

Cette personne agit à titre de référence technique, gestionnaire opérationnel et point d’escalade, dans des environnements à haute disponibilité et à forte criticité.
Le support de niveau 1 est assuré par le service à la clientèle centralisé de Versaterm et ne fait pas partie du périmètre du poste

Ce Que Vous Apporterez

Gestion des ressources techniques niveaux 2 et 3

• Encadrer, gérer et coordonner les ressources techniques de niveaux 2 et 3 dédiées aux installations et aux projets d’implémentation.
• Planifier, prioriser et répartir les activités techniques en fonction des projets NG911 et hors 911 en cours.
• Assurer le développement des compétences, le coaching et l’amélioration continue des ressources techniques.
• Participer aux évaluations de performance et contribuer à la stabilité et à l’efficacité de l’équipe.
• Adoptez les outils d'IA dans vos flux de travail de support quotidiens pour accroître la productivité, améliorer la qualité des réponses et favoriser l'apprentissage continu.

Leadership technique et expertise

• Agir comme point d’escalade technique pour les problématiques complexes.
• Valider les architectures techniques et recommander les meilleures pratiques selon les standards NG911 et les exigences clients.
• Assurer la cohérence, la qualité et la standardisation des configurations techniques.

Déploiements et projets

• Soutenir activement les projets d’implémentation, de la conception à la mise en production.
• Collaborer étroitement avec les chargés de projets afin d’assurer la faisabilité technique, la qualité des livrables et le respect des échéanciers.
• Participer aux tests d’intégration, aux migrations, aux mises à niveau et aux mises en service critiques.
• Assurer une transition adéquate vers l’exploitation et le support post-implantation.

Escalades et environnements critiques

• Diagnostiquer et résoudre des problématiques complexes liées notamment à :
• SBC et PBX basés sur FreeSWITCH
• Plateformes de téléphonie AVAYA et leurs intégrations
• Call flows et dialplans NG911 et hors 911
• I3CI, ACD, SIPREC
• Intégrations ESInet (Bell, Telus) et réseaux privés
• Analyser les journaux, métriques et comportements systèmes afin d’identifier les causes racines.
• Collaborer avec les équipes d’ingénierie, de produit et les partenaires externes, incluant AVAYA, lors d’incidents majeurs ou d’enjeux complexes.

Standards, documentation et amélioration continue

• Définir, maintenir et faire évoluer les standards techniques d’installation et de déploiement.
• Maintenir une documentation technique claire incluant guides d’implémentation, procédures d’escalade et meilleures pratiques.
• Contribuer à l’amélioration continue des processus de déploiement et de support avancé.

Environnement technique

• FreeSWITCH (SBC, PBX, Media)
• Plateformes AVAYA
• SIP, RTP, TLS, SRTP
• ACD, routage d’appels et dialplans
• SIPREC
• Linux et outils en ligne de commande
• PostgreSQL, Wallboard et Komutel Reports
• Virtualisation et haute disponibilité
• Interopérabilité ESInet et réseaux clients privés

Formation et expérience

• Diplôme en télécommunications, informatique ou expérience équivalente.
• Entre 8 et 12 ans d’expérience pertinente en téléphonie IP, VoIP ou environnements critiques.
• Expérience démontrée en déploiement de solutions complexes chez des clients.
• Expérience en gestion ou en encadrement d’équipes techniques spécialisées.
• Expérience avec les plateformes AVAYA ou leurs intégrations, considérée comme un atout important.
• Excellente maîtrise des environnements VoIP et des protocoles SIP.
• Forte capacité d’analyse, de diagnostic et de résolution de problèmes complexes.
• Connaissance des architectures NG911 et des environnements mission critiques.
• Aisance avec Linux, la ligne de commande et les outils d’automatisation.
• Leadership technique, autonomie et rigueur professionnelle.
• Excellentes habiletés de communication et de collaboration.

Remarque : Ce poste nécessite une habilitation de sécurité du gouvernement du Canada. Les candidats doivent être légalement autorisés à travailler au Canada et doivent obtenir et conserver une habilitation de sécurité de fiabilité. Veuillez noter que certains contrats clients peuvent imposer des exigences supplémentaires en matière de vérification de sécurité. L'obtention et le maintien de toutes les habilitations de sécurité requises sont une condition d'emploi. Pour plus d'informations sur le processus de contrôle de sécurité du gouvernement du Canada, veuillez consulter le site Services publics et Approvisionnement Canada.

The Role

The Technical Lead NG911 – Deployment & Escalation is responsible for advanced technical expertise (Level 2 and Level 3), management of technical resources dedicated to installations, and support of deployment projects and critical escalations for Komutel telephony solutions. The role is primarily focused on NG911 solutions, while also supporting non-911 environments, including healthcare and other mission-critical sectors, and deployments delivered in partnership with AVAYA. This position acts as a technical authority, operational people manager, and escalation point for complex, high-availability environments. Level 1 support is provided by Versaterm’s centralized Customer Support organization and is not part of this role’s scope.

What You Do

Technical Team Management (Level 2 and Level 3)

• Lead, manage, and coordinate Level 2 and Level 3 technical resources dedicated to installations and implementation projects.
• Plan, prioritize, and assign technical work across NG911 and non-911 projects.
• Support skills development, coaching, and continuous improvement of technical staff.
• Participate in performance evaluations and contribute to team stability and operational excellence.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.

Technical Leadership and Expertise

• Act as the primary escalation point for complex technical issues.
• Validate technical architectures and deployment approaches in accordance with NG911 standards and customer requirements.
• Ensure consistency, quality, and standardization of technical configurations across customer environments.

Deployments and Implementation Projects

• Actively support deployment projects from design through production go-live.
• Work closely with Project Managers to ensure technical feasibility, quality delivery, and schedule adherence.
• Participate in integration testing, upgrades, migrations, and critical cutovers.
• Ensure proper transition to operations and post-deployment support.
• Escalations and Mission-Critical Environments
• Diagnose and resolve complex issues related to:
• FreeSWITCH-based SBC and PBX platforms
• AVAYA telephony platforms and integrations
• NG911 and non-911 call flows and dialplans
• I3CI, ACD, SIPREC
• ESInet integrations (Bell, Telus) and private networks
• Analyze logs, metrics, and system behavior to determine root causes.
• Collaborate with Engineering, Product, and external partners, including AVAYA, during major incidents or complex escalations.

Standards, Documentation, and Continuous Improvement

• Define, maintain, and evolve technical deployment standards and best practices.
• Maintain clear technical documentation, including implementation guides and escalation procedures.
• Contribute to continuous improvement of deployment, escalation, and operational processes.

Technical Environment / Environnement technique

• FreeSWITCH (SBC, PBX, Media)
• AVAYA platforms and integrations
• SIP, RTP, TLS, SRTP
• ACD, call routing, and dialplans
• SIPREC
• Linux and CLI tools
• PostgreSQL, Wallboard, Komutel Reports
• Virtualization and high-availability architectures
• ESInet interoperability and private customer networks

What You Bring

• Degree in Telecommunications, Computer Science, or equivalent experience.
• 8 to 12 years of relevant experience in VoIP, IP telephony, or mission-critical environments.
• Demonstrated experience delivering complex customer deployments.
• Experience leading or managing specialized technical teams.
• Experience with AVAYA platforms or integrations is a strong asset.
• Strong expertise in SIP-based VoIP environments.
• Advanced troubleshooting and root-cause analysis skills.
• Knowledge of NG911 architectures or other mission-critical systems.
• Strong Linux and command-line proficiency.
• Technical leadership, autonomy, and professional rigor.
• Excellent communication and collaboration skills.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

The Role

The Enterprise Account Executive will identify, qualify, advance, and close opportunities for Versaterm’s Public Safety solution(s). This is an opportunity to work with medium to large-size city and county Public Safety entities to improve their operations and citizen experiences with tailor-made solutions. The position will grow business within a prescribed territory set by the business to lead and drive sales opportunities through strategic selling, negotiate and close business, and lead the ongoing business relationship with clients. The successful candidate will possess a strong need to win and be able to demonstrate that they are responsive, adaptable, and 100% passionate about results and ownership.

This job posting is being used to fill an existing vacancy.

What You Do 

• Build, advance, and maintain an active pipeline aligned to annual quota and forecasting expectations using MEDDPICC for qualification and deal progression.
• Work in a quick, agile growing business unit while working within Versaterm’s overall sales parameters.
• Foster strong connections with customers through regular communication, addressing inquiries, and providing exceptional service. 
• Demonstrate software solutions to agency leadership and end-users.
• Deliver, and articulate Versaterm’s value propositions to local government agency prospects and decision-makers leveraging Challenger Sales principles to teach new insights, tailor value to each stakeholder, and take control of complex buying conversations.
• Use persona‑based value mapping and compelling storytelling that aligns Versaterm’s mission‑critical solutions with the operational, financial, and community‑impact priorities of local government decision‑makers.
• Leverage AI-driven sales tools and insights to identify opportunities, personalize outreach, and optimize pipeline management, while effectively communicating the value of AI-enabled solutions to public safety agencies.
• Stay ahead of market trends, competitor activities, and industry developments to adapt sales strategies accordingly.
• Supervise all activity related to your opportunities sales processes within Versaterm’s Salesforce CRM system.
• Effectively organize and prioritize leads, opportunities, and customer interactions to ensure a streamlined sales process. 
• Gather customer feedback and insights to contribute to the enhancement of products/services and overall customer satisfaction
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities. 

What You Bring 

• 7-10 years selling experience with 3-5+ years selling Public Safety technology (e.g., CAD, RMS, related software/hardware) to government agencies, including managing sophisticated, long-duration B2G sales cycles from lead development through close. 
• Highly experienced in the creation, advancement, and closing of Public Safety opportunities. 
• Demonstrated success consistently meeting sales quotas and crafting/growing pipelines in net new territories. 
• Strong applications background and understanding of software systems. 
• Outstanding interpersonal skills to support complex sales transactions and provide clarity and transparency throughout the deal cycle or during issue resolution. 
• Demonstrated ability to engage internal and external clients, peers, and management in a polished and highly professional manner. 
• Proven self-starter with a strong work ethic and willingness to take initiative and ownership of the sales territory. 
• Ability to travel up to 75%. 

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada. Also, 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. 

The Role

The Senior People & Culture Business Partner is a strategic advisor and trusted coach to leaders, driving people strategies that accelerate revenue growth, strengthen customer impact, and scale high-performing commercial teams across Versaterm.

This role works in deep partnership with Sales, Marketing, Customer Success, and Revenue Operations leadership to design and execute people strategies aligned to pipeline growth, market expansion, and customer retention objectives.

This role brings deep expertise in organizational design, leadership capability, performance enablement, and change management within high-growth commercial environments. You will lead efforst to translate GTM strastegy into integrated people plans that enable agility, accountability, and measurable business results.

As a senior member of the People & Culture team, this role influences decision-making through data-driven insights and ensures alignment with Versaterm’s cultural principles.

This job posting is being used to fill an existing vacancy.

What You Do

· Partner with GTM senior leaders to diagnose organizational needs and design scalable people strategies that drive revenue growth, customer retention, and market expansion.

· Align workforce planning with pipeline forecasts, territory design, market expansion strategies, and capacity models to ensure the right talent is in place to achieve commercial targets.

· Lead complex cross-functional initiatives impacting GTM functions, such as sales org design, compensation structure alignment, M&A integration, go-to-market restructuring, or talent planning across multiple revenue teams.

· Provide strategic coaching to commercial leaders on performance management, leadership effectiveness, team engagement, and building high-performing, accountable sales and customer teams.

· Use people analytics, engagement data, attrition trends, and performance metrics (e.g., quota attainment, ramp time, retention) to inform strategic recommendations and measure impact.

· Partner closely with COEs (Talent Development, Talent Acquisition, Total Rewards) to design programs tailored to GTM needs, including incentive plan alignment, sales leadership development, and strategic hiring for growth markets.

· Lead change management strategies that support evolving GTM models, ensuring alignment between commercial priorities, culture, and people practices.

· Support annual compensation planning, performance cycles, and talent reviews with a focus on pay-for-performance, fairness, transparency, and future leadership pipeline readiness within revenue teams.

· Serve as a coach and mentor to People & Culture Business Partners, strengthening capability in supporting high-growth, performance-driven environments.

· Act as a cultural ambassador—promoting Versaterm’s principles while reinforcing a growth mindset, accountability, collaboration, and customer-centricity across GTM functions.

· Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You Bring

· Bachelor’s degree in Business, Human Resources, or related field (Master’s or HR designation preferred).

· 7+ years of progressive HR experience, with at least 4 years in a consultative HR Business Partner capacity supporting revenue-generating or customer-facing teams.

· Demonstrated success partnering with Sales, Marketing, or Customer Success leaders in scaling teams, improving performance, and driving measurable business outcomes.

· Expertise in workforce planning, sales org design, performance enablement, and leadership development within growth-oriented environments.

· Strong business acumen with the ability to connect people strategy to revenue metrics and commercial performance indicators.

· Proven ability to influence and build credibility with senior commercial leaders.

· Experience in fast-paced, growth-oriented, or technology-driven environments.

· Deep understanding of employment legislation and HR practices in both Canada and the U.S.

· Demonstrated use of AI-enabled tools to support performance management, talent reviews, and workforce planning, improving the quality and speed of people-related decisions.

Note: 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.

The Role

The Senior People & Culture Business Partner is a strategic advisor and trusted coach to leaders, driving people strategies that accelerate revenue growth, strengthen customer impact, and scale high-performing commercial teams across Versaterm.

This role works in deep partnership with Sales, Marketing, Customer Success, and Revenue Operations leadership to design and execute people strategies aligned to pipeline growth, market expansion, and customer retention objectives.

This role brings deep expertise in organizational design, leadership capability, performance enablement, and change management within high-growth commercial environments. You will lead efforst to translate GTM strastegy into integrated people plans that enable agility, accountability, and measurable business results.

As a senior member of the People & Culture team, this role influences decision-making through data-driven insights and ensures alignment with Versaterm’s cultural principles.

This job posting is being used to fill an existing vacancy.

What You Do

· Partner with GTM senior leaders to diagnose organizational needs and design scalable people strategies that drive revenue growth, customer retention, and market expansion.

· Align workforce planning with pipeline forecasts, territory design, market expansion strategies, and capacity models to ensure the right talent is in place to achieve commercial targets.

· Lead complex cross-functional initiatives impacting GTM functions, such as sales org design, compensation structure alignment, M&A integration, go-to-market restructuring, or talent planning across multiple revenue teams.

· Provide strategic coaching to commercial leaders on performance management, leadership effectiveness, team engagement, and building high-performing, accountable sales and customer teams.

· Use people analytics, engagement data, attrition trends, and performance metrics (e.g., quota attainment, ramp time, retention) to inform strategic recommendations and measure impact.

· Partner closely with COEs (Talent Development, Talent Acquisition, Total Rewards) to design programs tailored to GTM needs, including incentive plan alignment, sales leadership development, and strategic hiring for growth markets.

· Lead change management strategies that support evolving GTM models, ensuring alignment between commercial priorities, culture, and people practices.

· Support annual compensation planning, performance cycles, and talent reviews with a focus on pay-for-performance, fairness, transparency, and future leadership pipeline readiness within revenue teams.

· Serve as a coach and mentor to People & Culture Business Partners, strengthening capability in supporting high-growth, performance-driven environments.

· Act as a cultural ambassador—promoting Versaterm’s principles while reinforcing a growth mindset, accountability, collaboration, and customer-centricity across GTM functions.

· Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You Bring

· Bachelor’s degree in Business, Human Resources, or related field (Master’s or HR designation preferred).

· 7+ years of progressive HR experience, with at least 4 years in a consultative HR Business Partner capacity supporting revenue-generating or customer-facing teams.

· Demonstrated success partnering with Sales, Marketing, or Customer Success leaders in scaling teams, improving performance, and driving measurable business outcomes.

· Expertise in workforce planning, sales org design, performance enablement, and leadership development within growth-oriented environments.

· Strong business acumen with the ability to connect people strategy to revenue metrics and commercial performance indicators.

· Proven ability to influence and build credibility with senior commercial leaders.

· Experience in fast-paced, growth-oriented, or technology-driven environments.

· Deep understanding of employment legislation and HR practices in both Canada and the U.S.

· Demonstrated use of AI-enabled tools to support performance management, talent reviews, and workforce planning, improving the quality and speed of people-related decisions.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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. 

L'Entreprise

Versaterm est une entreprise mondiale de solutions de sécurité publique qui aide les agences à transformer la façon dont elles servent leurs communautés. Depuis 1977, nous bâtissons un écosystème d'outils intuitifs conçus pour les agences de sécurité publique, les laboratoires judiciaires, les systèmes judiciaires, les écoles et d'autres institutions. Grâce à des intégrations réfléchies et à une stratégie de croissance sélective, nous nous concentrons sur l'amélioration des flux de travail pour aider nos clients à obtenir des opérations plus efficaces, un meilleur service et des résultats plus justes.

Nos équipes sont animées par l'innovation, l'expertise et un engagement inébranlable envers le succès de nos clients. Alors que nous continuons à développer et à étendre notre écosystème, vous aurez l'occasion de contribuer à des solutions qui renforcent la sécurité des communautés et transforment l'avenir de la technologie de la sécurité publique. Si vous êtes passionné par l'idée de faire une différence significative, nous aimerions vous entendre.

Le Role

Sommaire du poste

Le ou la Chef Technique, Déploiement et Escalade est responsable de l’expertise technique avancée (niveaux 2 et 3), de la gestion des ressources techniques dédiées aux installations, ainsi que du soutien aux projets d’implémentation et aux escalades critiques des solutions de téléphonie de Komutel.

Le poste est principalement orienté NG911, tout en couvrant également des environnements hors 911, notamment dans le secteur de la santé et d’autres services critiques, incluant des projets réalisés en partenariat avec AVAYA.

Cette personne agit à titre de référence technique, gestionnaire opérationnel et point d’escalade, dans des environnements à haute disponibilité et à forte criticité.
Le support de niveau 1 est assuré par le service à la clientèle centralisé de Versaterm et ne fait pas partie du périmètre du poste

Ce que vos appoeterez

Gestion des ressources techniques niveaux 2 et 3

• Encadrer, gérer et coordonner les ressources techniques de niveaux 2 et 3 dédiées aux installations et aux projets d’implémentation.
• Planifier, prioriser et répartir les activités techniques en fonction des projets NG911 et hors 911 en cours.
• Assurer le développement des compétences, le coaching et l’amélioration continue des ressources techniques.
• Participer aux évaluations de performance et contribuer à la stabilité et à l’efficacité de l’équipe.
• Adoptez les outils d'IA dans vos flux de travail de support quotidiens pour accroître la productivité, améliorer la qualité des réponses et favoriser l'apprentissage continu.

Leadership technique et expertise

• Agir comme point d’escalade technique pour les problématiques complexes.
• Valider les architectures techniques et recommander les meilleures pratiques selon les standards NG911 et les exigences clients.
• Assurer la cohérence, la qualité et la standardisation des configurations techniques.

Déploiements et projets

• Soutenir activement les projets d’implémentation, de la conception à la mise en production.
• Collaborer étroitement avec les chargés de projets afin d’assurer la faisabilité technique, la qualité des livrables et le respect des échéanciers.
• Participer aux tests d’intégration, aux migrations, aux mises à niveau et aux mises en service critiques.
• Assurer une transition adéquate vers l’exploitation et le support post-implantation.

Escalades et environnements critiques

• Diagnostiquer et résoudre des problématiques complexes liées notamment à :
• SBC et PBX basés sur FreeSWITCH
• Plateformes de téléphonie AVAYA et leurs intégrations
• Call flows et dialplans NG911 et hors 911
• I3CI, ACD, SIPREC
• Intégrations ESInet (Bell, Telus) et réseaux privés
• Analyser les journaux, métriques et comportements systèmes afin d’identifier les causes racines.
• Collaborer avec les équipes d’ingénierie, de produit et les partenaires externes, incluant AVAYA, lors d’incidents majeurs ou d’enjeux complexes.

Standards, documentation et amélioration continue

• Définir, maintenir et faire évoluer les standards techniques d’installation et de déploiement.
• Maintenir une documentation technique claire incluant guides d’implémentation, procédures d’escalade et meilleures pratiques.
• Contribuer à l’amélioration continue des processus de déploiement et de support avancé.

Environnement technique

• FreeSWITCH (SBC, PBX, Media)
• Plateformes AVAYA
• SIP, RTP, TLS, SRTP
• ACD, routage d’appels et dialplans
• SIPREC
• Linux et outils en ligne de commande
• PostgreSQL, Wallboard et Komutel Reports
• Virtualisation et haute disponibilité
• Interopérabilité ESInet et réseaux clients privés

Formation et expérience

• Diplôme en télécommunications, informatique ou expérience équivalente.
• Entre 8 et 12 ans d’expérience pertinente en téléphonie IP, VoIP ou environnements critiques.
• Expérience démontrée en déploiement de solutions complexes chez des clients.
• Expérience en gestion ou en encadrement d’équipes techniques spécialisées.
• Expérience avec les plateformes AVAYA ou leurs intégrations, considérée comme un atout important.
• Excellente maîtrise des environnements VoIP et des protocoles SIP.
• Forte capacité d’analyse, de diagnostic et de résolution de problèmes complexes.
• Connaissance des architectures NG911 et des environnements mission critiques.
• Aisance avec Linux, la ligne de commande et les outils d’automatisation.
• Leadership technique, autonomie et rigueur professionnelle.
• Excellentes habiletés de communication et de collaboration.

Remarque : Ce poste nécessite une habilitation de sécurité du gouvernement du Canada. Les candidats doivent être légalement autorisés à travailler au Canada et doivent obtenir et conserver une habilitation de sécurité de fiabilité. Veuillez noter que certains contrats clients peuvent imposer des exigences supplémentaires en matière de vérification de sécurité. L'obtention et le maintien de toutes les habilitations de sécurité requises sont une condition d'emploi. Pour plus d'informations sur le processus de contrôle de sécurité du gouvernement du Canada, veuillez consulter le site Services publics et Approvisionnement Canada.

The Role

The Technical Lead NG911 – Deployment & Escalation is responsible for advanced technical expertise (Level 2 and Level 3), management of technical resources dedicated to installations, and support of deployment projects and critical escalations for Komutel telephony solutions. The role is primarily focused on NG911 solutions, while also supporting non-911 environments, including healthcare and other mission-critical sectors, and deployments delivered in partnership with AVAYA. This position acts as a technical authority, operational people manager, and escalation point for complex, high-availability environments. Level 1 support is provided by Versaterm’s centralized Customer Support organization and is not part of this role’s scope.

What You Do

Technical Team Management (Level 2 and Level 3)

• Lead, manage, and coordinate Level 2 and Level 3 technical resources dedicated to installations and implementation projects.
• Plan, prioritize, and assign technical work across NG911 and non-911 projects.
• Support skills development, coaching, and continuous improvement of technical staff.
• Participate in performance evaluations and contribute to team stability and operational excellence.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.

Technical Leadership and Expertise

• Act as the primary escalation point for complex technical issues.
• Validate technical architectures and deployment approaches in accordance with NG911 standards and customer requirements.
• Ensure consistency, quality, and standardization of technical configurations across customer environments.

Deployments and Implementation Projects

• Actively support deployment projects from design through production go-live.
• Work closely with Project Managers to ensure technical feasibility, quality delivery, and schedule adherence.
• Participate in integration testing, upgrades, migrations, and critical cutovers.
• Ensure proper transition to operations and post-deployment support.
• Escalations and Mission-Critical Environments
• Diagnose and resolve complex issues related to:
• FreeSWITCH-based SBC and PBX platforms
• AVAYA telephony platforms and integrations
• NG911 and non-911 call flows and dialplans
• I3CI, ACD, SIPREC
• ESInet integrations (Bell, Telus) and private networks
• Analyze logs, metrics, and system behavior to determine root causes.
• Collaborate with Engineering, Product, and external partners, including AVAYA, during major incidents or complex escalations.

Standards, Documentation, and Continuous Improvement

• Define, maintain, and evolve technical deployment standards and best practices.
• Maintain clear technical documentation, including implementation guides and escalation procedures.
• Contribute to continuous improvement of deployment, escalation, and operational processes.

Technical Environment / Environnement technique

• FreeSWITCH (SBC, PBX, Media)
• AVAYA platforms and integrations
• SIP, RTP, TLS, SRTP
• ACD, call routing, and dialplans
• SIPREC
• Linux and CLI tools
• PostgreSQL, Wallboard, Komutel Reports
• Virtualization and high-availability architectures
• ESInet interoperability and private customer networks

What You Bring

• Degree in Telecommunications, Computer Science, or equivalent experience.
• 8 to 12 years of relevant experience in VoIP, IP telephony, or mission-critical environments.
• Demonstrated experience delivering complex customer deployments.
• Experience leading or managing specialized technical teams.
• Experience with AVAYA platforms or integrations is a strong asset.
• Strong expertise in SIP-based VoIP environments.
• Advanced troubleshooting and root-cause analysis skills.
• Knowledge of NG911 architectures or other mission-critical systems.
• Strong Linux and command-line proficiency.
• Technical leadership, autonomy, and professional rigor.
• Excellent communication and collaboration skills.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

The Role 

We are seeking a Deal Desk Manager who will support the Sales organization by managing quote creation, pricing validation, and approval workflows. You will ensure transactional accuracy, accelerate time to quote, and protect pricing integrity. This position focuses on operational execution and process discipline while identifying automation opportunities within Salesforce and CPQ.
Working in conjunction with sales, solution engineers, marketing, finance, legal, and sales leadership, you will operate as a trusted operational partner to the sales team. You will manage competing priorities, uphold rigorous standards for accuracy and timeliness, and ensure all commercial documentation is precise, compliant, and audit ready.

What You Do 

• Serve as the primary operational resource for quote and order form creation
• Identify non-standard deal terms and escalate to Finance or Legal per defined approval matrix
• Ensure adherence to our quote-to-contract processes and policies while effectively escalating new use-cases outside of the current approval matrix 
• Support Sales in preparing pricing proposals in accordance with approved pricing guidelines and discount policies
• Support the organization in collaboration with sales, legal, accounting, and services in the development, coordination and delivery of legally binding order forms and contracts, ensuring high levels of quality, accuracy, and timely SLAs 
• Manage Deal Desk workflow while constantly looking for ways to optimize processes 
• Assist with post sales documentation review and ensure proper contract record retention
• Perform Salesforce enrichment, cleansing, and de-duplication of records 
• Ensure accuracy and completeness of Salesforce data related to quoting and closed won opportunities
• Perform, document, and provide useful feedback on UAT activities related to enhancements and configuration of sales technologies and other business systems.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Generate and distribute standard operational reports related to quote volume, approval tracking, and turnaround times

What You Bring 

Required Qualifications: 

• 5-7 years of relevant experience in Sales Operations, Revenue Operations, Deal Desk or CPQ administration 
• Working knowledge of business unit sales organizations and field sales operating practices (business analytics, contract analytics, pricing structures, sales tools, and basic training) 
• Highly organized with strong communication skills and keen attention to detail
• Demonstrated ability to work across functions 
• Accountable and willing to commit to high effort to ensure success 
• Proactive in seeking answers through available resources and knowing when to ask for guidance 
• Strong working knowledge of Microsoft applications 
• Experience with CRM systems (Salesforce preferred)  

Asset Qualifications: 

• High energy, entrepreneurial spirit, passionate about being part of a growing business 
• Strong attention to detail and process orientation
• Comfort working with pricing data and discount policies
• CPQ experience preferred
• SaaS subscription billing knowledge preferred

Note: 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. 

The Role 

We are seeking a Deal Desk Manager who will support the Sales organization by managing quote creation, pricing validation, and approval workflows. You will ensure transactional accuracy, accelerate time to quote, and protect pricing integrity. This position focuses on operational execution and process discipline while identifying automation opportunities within Salesforce and CPQ.
Working in conjunction with sales, solution engineers, marketing, finance, legal, and sales leadership, you will operate as a trusted operational partner to the sales team. You will manage competing priorities, uphold rigorous standards for accuracy and timeliness, and ensure all commercial documentation is precise, compliant, and audit ready.

What You Do 

• Serve as the primary operational resource for quote and order form creation
• Identify non-standard deal terms and escalate to Finance or Legal per defined approval matrix
• Ensure adherence to our quote-to-contract processes and policies while effectively escalating new use-cases outside of the current approval matrix 
• Support Sales in preparing pricing proposals in accordance with approved pricing guidelines and discount policies
• Support the organization in collaboration with sales, legal, accounting, and services in the development, coordination and delivery of legally binding order forms and contracts, ensuring high levels of quality, accuracy, and timely SLAs 
• Manage Deal Desk workflow while constantly looking for ways to optimize processes 
• Assist with post sales documentation review and ensure proper contract record retention
• Perform Salesforce enrichment, cleansing, and de-duplication of records 
• Ensure accuracy and completeness of Salesforce data related to quoting and closed won opportunities
• Perform, document, and provide useful feedback on UAT activities related to enhancements and configuration of sales technologies and other business systems.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Generate and distribute standard operational reports related to quote volume, approval tracking, and turnaround times

What You Bring 

Required Qualifications: 

• 5-7 years of relevant experience in Sales Operations, Revenue Operations, Deal Desk or CPQ administration 
• Working knowledge of business unit sales organizations and field sales operating practices (business analytics, contract analytics, pricing structures, sales tools, and basic training) 
• Highly organized with strong communication skills and keen attention to detail
• Demonstrated ability to work across functions 
• Accountable and willing to commit to high effort to ensure success 
• Proactive in seeking answers through available resources and knowing when to ask for guidance 
• Strong working knowledge of Microsoft applications 
• Experience with CRM systems (Salesforce preferred)  

Asset Qualifications: 

• High energy, entrepreneurial spirit, passionate about being part of a growing business 
• Strong attention to detail and process orientation
• Comfort working with pricing data and discount policies
• CPQ experience preferred
• SaaS subscription billing knowledge preferred

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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. 

The Role

As an Accounts Receivable Analyst I, you will be responsible for supporting day-to-day accounts receivable operations, including timely and accurate order entry, invoicing, revenue recognition, and reporting.

This role is hands-on and requires strong attention to detail, sound judgment, and an organized approach to balancing transactional tasks with broader accounting cycle responsibilities. The Accounts Receivable Analyst I works closely with internal stakeholders and external customers.

Collaboration across teams is essential, as is the ability to adapt to a dynamic and growing environment. This role contributes to both ongoing operations and continuous improvement efforts within the Finance team.

What You’ll Do

• Set-up contracts in Intacct contract module to ensure accurate invoicing, sales taxes and revenue recognition along with the appropriate back-up documentation.
• Create and maintain revenue recognition and deferred revenue schedules for SaaS revenue and non-recurring revenue contracts.
• Collaborate with Rev Ops and PSM teams to ensure accurate and timely renewals.
• Collaborate with project managers to determine timing of milestone billing and year end percent-complete revenue recognition calculations.
• Participate in the month-end close process, including preparing journal entries and account reconciliations to support timely and accurate financial reporting.
• Prepare monthly MRR analysis and other SaaS metrics.
• Collaborate with Treasury team to support collection process and cash applications.
• Coordinate with external auditors to provide requested documentation and respond to inquiries in a timely and accurate manner.
• Contribute to the ongoing development and documentation of revenue-related policies and internal processes, including accounting memos as needed.
• Monitor industry and regulatory developments related to revenue recognition and support the development of new policies and processes in response.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Assist with ad hoc operational projects, such as reporting enhancements, process automation research, and maintaining internal metric definitions.
• Performs other related duties, as assigned, to support team objectives, departmental needs, and overall organizational priorities. 

What You’ll Bring

• Post-secondary degree or diploma in Accounting, Finance, Business Administration or a related field preferred.
• A minimum of 2-3 years of related experience in a similar role with experience with revenue recognition in a software or technology environment, involving complex SaaS or recurring maintenance revenue streams and non-recurring revenue streams.
• Well-organized and self-directed, with a resourceful mindset and strong problem-solving skills.
• Strong attention to detail and a high level of accuracy in processing transactions.
• Proficiency with ERP/accounting systems (e.g., Sage Intacct, SAP, Oracle, NetSuite) and advanced MS Office skills, especially Excel and Word.
• Working knowledge of IFRS and/or US GAAP is an asset.
• Strong written and verbal communication skills, with a high degree of professionalism and cultural awareness.
• Proven ability to manage priorities, stay organized, and meet deadlines in a dynamic environment.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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. 

The Role

The Renewals Specialist I owns the end‑to‑end renewal lifecycle, ensuring timely execution, pricing accuracy, and proactive contract and procurement planning across the customer base. This role partners closely with Customer Success, Sales, Legal, Finance, and customers to drive revenue retention, predictability, and long‑term customer continuity. The Renewals Specialist I plays a critical role in protecting recurring revenue by ensuring contracts are renewed on time, commercial terms are clearly understood, and renewal risk is identified and addressed well in advance.

What You'll Do

• Own the renewal process from initiation through execution for assigned accounts.
• Initiate renewal cycles 120–180 days in advance, aligned to contract terms, procurement timelines, and customer requirements.
• Manage all renewal notifications, quotes, approvals, and Salesforce updates to ensure accuracy and visibility.
• Conduct annual renewal reviews in partnership with Customer Success, ensuring timelines, scope, and commercial terms are clearly understood.
• Track and manage all contract expiration dates and renewal milestones to prevent lapses.
• Analyze active and legacy contracts to identify required updates, pricing changes, or structural improvements.
• Create and manage new Master Service Agreements (MSAs), service schedules, and amendments as older agreements expire.
• Partner with Legal to ensure contract language aligns with current commercial, product, and risk standards.
• Serve as a liaison between customers, Legal, and Customer Success on renewal terms, negotiation points, and required approvals.
• Support structured procurement and renewal planning, particularly for customers with formal purchasing or public‑sector requirements.
• Own renewal pricing execution, including price increases, discount management, and uplift strategy.
• Partner with Customer Success to assess renewal risk and develop mitigation strategies.
• Proactively manage delinquent renewals and collaborate cross‑functionally to secure timely execution and payment.
• Ensure renewal outcomes support broader retention, NRR, and revenue predictability goals.
• Work closely with Customer Success Managers to align renewal strategy with account health, adoption, and sentiment.
• Partner with Sales on expansion‑adjacent renewals and handoffs where growth opportunities are identified.
• Collaborate with Finance on billing alignment, forecasting, and revenue recognition considerations.
• Coordinate with Legal to streamline approvals and reduce cycle time without compromising risk posture.
• Maintain detailed documentation of renewal actions, owners, risks, and due dates.
• Ensure all renewal data is accurately reflected in Salesforce and related systems.
• Maintain accurate contract values, renewal amounts, uplift percentages, and term details for dashboards and reporting.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Contribute to continuous improvement of renewal processes, templates, and playbooks to improve efficiency and predictability.

 What You'll Bring

• Bachelor’s degree in Business Administration, Finance, Economics, Marketing, or a related field.
• 3-5 years of experience in renewals, account operations, deal desk, customer success operations, or commercial account management.
• Strong understanding of recurring revenue models, retention metrics, and renewal forecasting.
• Experience managing renewals across mid‑market to enterprise accounts, including complex contracts.
• Ability to read, interpret, and operationalize contracts, MSAs, amendments, and service schedules.
• Comfort partnering with Legal on negotiation points and contract revisions.
• Strong judgment balancing customer experience with commercial and risk considerations.
• High attention to detail with the ability to manage multiple renewal cycles simultaneously.
• Strong analytical skills to assess pricing, uplift, and renewal trends.
• Comfort working in Salesforce and related reporting tools; commitment to data accuracy.
• Strong oral and written communication skills.
• Ability to manage timelines, expectations, and follow‑ups across multiple stakeholders.
• Collaborative mindset with a strong sense of ownership and accountability.

Note: 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. 

The Role

The Renewals Specialist I owns the end‑to‑end renewal lifecycle, ensuring timely execution, pricing accuracy, and proactive contract and procurement planning across the customer base. This role partners closely with Customer Success, Sales, Legal, Finance, and customers to drive revenue retention, predictability, and long‑term customer continuity. The Renewals Specialist I plays a critical role in protecting recurring revenue by ensuring contracts are renewed on time, commercial terms are clearly understood, and renewal risk is identified and addressed well in advance.

What You'll Do

• Own the renewal process from initiation through execution for assigned accounts.
• Initiate renewal cycles 120–180 days in advance, aligned to contract terms, procurement timelines, and customer requirements.
• Manage all renewal notifications, quotes, approvals, and Salesforce updates to ensure accuracy and visibility.
• Conduct annual renewal reviews in partnership with Customer Success, ensuring timelines, scope, and commercial terms are clearly understood.
• Track and manage all contract expiration dates and renewal milestones to prevent lapses.
• Analyze active and legacy contracts to identify required updates, pricing changes, or structural improvements.
• Create and manage new Master Service Agreements (MSAs), service schedules, and amendments as older agreements expire.
• Partner with Legal to ensure contract language aligns with current commercial, product, and risk standards.
• Serve as a liaison between customers, Legal, and Customer Success on renewal terms, negotiation points, and required approvals.
• Support structured procurement and renewal planning, particularly for customers with formal purchasing or public‑sector requirements.
• Own renewal pricing execution, including price increases, discount management, and uplift strategy.
• Partner with Customer Success to assess renewal risk and develop mitigation strategies.
• Proactively manage delinquent renewals and collaborate cross‑functionally to secure timely execution and payment.
• Ensure renewal outcomes support broader retention, NRR, and revenue predictability goals.
• Work closely with Customer Success Managers to align renewal strategy with account health, adoption, and sentiment.
• Partner with Sales on expansion‑adjacent renewals and handoffs where growth opportunities are identified.
• Collaborate with Finance on billing alignment, forecasting, and revenue recognition considerations.
• Coordinate with Legal to streamline approvals and reduce cycle time without compromising risk posture.
• Maintain detailed documentation of renewal actions, owners, risks, and due dates.
• Ensure all renewal data is accurately reflected in Salesforce and related systems.
• Maintain accurate contract values, renewal amounts, uplift percentages, and term details for dashboards and reporting.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Contribute to continuous improvement of renewal processes, templates, and playbooks to improve efficiency and predictability.

 What You'll Bring

• Bachelor’s degree in Business Administration, Finance, Economics, Marketing, or a related field.
• 3-5 years of experience in renewals, account operations, deal desk, customer success operations, or commercial account management.
• Strong understanding of recurring revenue models, retention metrics, and renewal forecasting.
• Experience managing renewals across mid‑market to enterprise accounts, including complex contracts.
• Ability to read, interpret, and operationalize contracts, MSAs, amendments, and service schedules.
• Comfort partnering with Legal on negotiation points and contract revisions.
• Strong judgment balancing customer experience with commercial and risk considerations.
• High attention to detail with the ability to manage multiple renewal cycles simultaneously.
• Strong analytical skills to assess pricing, uplift, and renewal trends.
• Comfort working in Salesforce and related reporting tools; commitment to data accuracy.
• Strong oral and written communication skills.
• Ability to manage timelines, expectations, and follow‑ups across multiple stakeholders.
• Collaborative mindset with a strong sense of ownership and accountability.

Note: 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. 

The Role

The Renewals Specialist I owns the end‑to‑end renewal lifecycle, ensuring timely execution, pricing accuracy, and proactive contract and procurement planning across the customer base. This role partners closely with Customer Success, Sales, Legal, Finance, and customers to drive revenue retention, predictability, and long‑term customer continuity. The Renewals Specialist I plays a critical role in protecting recurring revenue by ensuring contracts are renewed on time, commercial terms are clearly understood, and renewal risk is identified and addressed well in advance.

What You'll Do

• Own the renewal process from initiation through execution for assigned accounts.
• Initiate renewal cycles 120–180 days in advance, aligned to contract terms, procurement timelines, and customer requirements.
• Manage all renewal notifications, quotes, approvals, and Salesforce updates to ensure accuracy and visibility.
• Conduct annual renewal reviews in partnership with Customer Success, ensuring timelines, scope, and commercial terms are clearly understood.
• Track and manage all contract expiration dates and renewal milestones to prevent lapses.
• Analyze active and legacy contracts to identify required updates, pricing changes, or structural improvements.
• Create and manage new Master Service Agreements (MSAs), service schedules, and amendments as older agreements expire.
• Partner with Legal to ensure contract language aligns with current commercial, product, and risk standards.
• Serve as a liaison between customers, Legal, and Customer Success on renewal terms, negotiation points, and required approvals.
• Support structured procurement and renewal planning, particularly for customers with formal purchasing or public‑sector requirements.
• Own renewal pricing execution, including price increases, discount management, and uplift strategy.
• Partner with Customer Success to assess renewal risk and develop mitigation strategies.
• Proactively manage delinquent renewals and collaborate cross‑functionally to secure timely execution and payment.
• Ensure renewal outcomes support broader retention, NRR, and revenue predictability goals.
• Work closely with Customer Success Managers to align renewal strategy with account health, adoption, and sentiment.
• Partner with Sales on expansion‑adjacent renewals and handoffs where growth opportunities are identified.
• Collaborate with Finance on billing alignment, forecasting, and revenue recognition considerations.
• Coordinate with Legal to streamline approvals and reduce cycle time without compromising risk posture.
• Maintain detailed documentation of renewal actions, owners, risks, and due dates.
• Ensure all renewal data is accurately reflected in Salesforce and related systems.
• Maintain accurate contract values, renewal amounts, uplift percentages, and term details for dashboards and reporting.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Contribute to continuous improvement of renewal processes, templates, and playbooks to improve efficiency and predictability.

 What You'll Bring

• Bachelor’s degree in Business Administration, Finance, Economics, Marketing, or a related field.
• 3-5 years of experience in renewals, account operations, deal desk, customer success operations, or commercial account management.
• Strong understanding of recurring revenue models, retention metrics, and renewal forecasting.
• Experience managing renewals across mid‑market to enterprise accounts, including complex contracts.
• Ability to read, interpret, and operationalize contracts, MSAs, amendments, and service schedules.
• Comfort partnering with Legal on negotiation points and contract revisions.
• Strong judgment balancing customer experience with commercial and risk considerations.
• High attention to detail with the ability to manage multiple renewal cycles simultaneously.
• Strong analytical skills to assess pricing, uplift, and renewal trends.
• Comfort working in Salesforce and related reporting tools; commitment to data accuracy.
• Strong oral and written communication skills.
• Ability to manage timelines, expectations, and follow‑ups across multiple stakeholders.
• Collaborative mindset with a strong sense of ownership and accountability.

Note: 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 FBI's 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 FBI's CJIS Security Policy Resource Center for CJIS requirements.

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. 

The Role:

Versaterm is seeking a Solutions Engineering Manager to lead and scale the Solutions Engineering team supporting DroneSense. This role is responsible for driving technical pre-sales excellence, building a high-performing team, and partnering cross-functionally with Sales, Product, and Customer Success to deliver impactful customer outcomes.

This leader will serve as both a player-coach and strategic partner, ensuring the team delivers compelling product demonstrations, supports complex sales cycles, and enables successful customer adoption. The role requires strong technical depth, executive presence, and the ability to translate customer needs into scalable solutions within mission-critical public safety environments.

What You Do:

• Team Leadership & Development
• Build, mentor, and lead a high-performing team of Solutions Engineers
• Establish best practices for pre-sales engagement, technical discovery, and solution delivery
• Foster a culture of accountability, continuous learning, and customer-centric problem solving
• Provide coaching on deal strategy, technical positioning, and executive communication

Pre-Sales & Customer Engagement

• Partner with Account Executives and Sales Leadership to support complex, multi-stakeholder sales cycles
• Lead and oversee delivery of tailored product demonstrations aligned to customer needs and operational workflows
• Act as a senior technical and domain expert in high-impact deals and strategic accounts
• Support field engagements, executive briefings, and on-site demonstrations with public safety agencies

Go-to-Market Strategy & Execution

• Collaborate with Sales leadership to develop and refine territory and account strategies
• Use data-driven insights to identify high-value opportunities and optimize resource allocation
• Contribute to pipeline development and help drive deal progression through technical validation
• Trials, Pilots & Customer Success Alignment
• Oversee strategic pilot programs and customer trials, defining success criteria and ensuring alignment across teams
• Lead post-trial evaluations and support conversion of pilots into long-term customers
• Partner with Customer Success to ensure seamless handoff from pre-sales to post-sales and long-term adoption

Cross-Functional Collaboration

• Work closely with Product and Engineering to relay customer feedback, feature requests, and market insights
• Partner with Marketing to support messaging, positioning, and field enablement
• Help shape product positioning within the public safety and drone ecosystem

Industry Leadership & Representation

• Represent DroneSense at industry events, conferences, and customer engagements
• Build credibility and relationships with public safety leaders and key stakeholders
• Serve as a trusted advisor in mission-critical operational environments

What You Bring:

• 5+ years of experience in Solutions Engineering, Sales Engineering, or Technical Pre-Sales, with leadership or management experience
• Strong technical acumen combined with business and operational understanding
• Prior experience scaling or building Solutions Engineering teams
• Proven ability to support and close complex, enterprise-level deals
• Experience delivering impactful product demonstrations and leading technical discovery
• Strong executive presence with the ability to influence internal stakeholders and external customers
• Experience collaborating cross-functionally across Sales, Product, Marketing, and Customer Success
• Excellent written and verbal communication skills
• A hands-on, low-ego leadership style with a willingness to operate as both coach and contributor
• Ability to execute with minimal direction in a fast-paced, high-growth environment
• The ideal candidate will champion AI‑forward initiatives across the sales lifecycle to improve accuracy, efficiency, and competitive differentiation.

Preferred Qualifications:

• Experience in public safety, drone/UAS technology, or mission-critical SaaS platforms
• Experience supporting government or public sector sales cycles
• Familiarity with integrations, APIs, and technical solution architecture

The Role

The Support Specialist II - User Enablement provides Tier 2 user enablement support with foundation-level expertise in standard operational assistance. They focus on helping users with basic software functionality, navigation, and directing them to appropriate resources while maintaining Tier 0 self-service materials.

What You'll Do

• Provide standard answers to common questions about software functionality
• Guide users through basic software navigation and feature location
• Direct users to existing documentation and knowledge base articles
• Offer simple clarification of features and standard workflows
• Assist with basic user account setup and initial configuration
• Identify when users need Tier 2 advanced usage optimization support
• Document frequently asked questions for Tier 0 resource development
• Contribute to FAQ documentation and knowledge base articles
• Help develop interactive guides and product tours
• Monitor community forums and identify common user questions
• Create simple how-to guides for basic functionality
• Participate in on-call rotation for after-hours support
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

• Degree or diploma in Business, Information Systems, or related field (or equivalent industry experience and training).
• 1-3 years of experience in customer support or training role
• Foundation-level expertise in software applications and basic workflows
• Strong verbal and written communication skills for explaining features clearly
• Ability to direct users to appropriate documentation effectively
• Customer service orientation with patience for repetitive questions
• Ability to handle high volume of standard operational questions
• Capability to identify when advanced support is needed
• Strong written skills for documentation creation
• Experience with learning management systems
• Basic content creation skills for documentation
• Familiarity with customer support platforms
• Experience in software training or user education

Note: 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 FBI's 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 FBI's CJIS Security Policy Resource Center for CJIS requirements.

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. 

The Role

The Support Specialist II - User Enablement provides Tier 2 user enablement support with foundation-level expertise in standard operational assistance. They focus on helping users with basic software functionality, navigation, and directing them to appropriate resources while maintaining Tier 0 self-service materials.

What You'll Do

• Provide standard answers to common questions about software functionality
• Guide users through basic software navigation and feature location
• Direct users to existing documentation and knowledge base articles
• Offer simple clarification of features and standard workflows
• Assist with basic user account setup and initial configuration
• Identify when users need Tier 2 advanced usage optimization support
• Document frequently asked questions for Tier 0 resource development
• Contribute to FAQ documentation and knowledge base articles
• Help develop interactive guides and product tours
• Monitor community forums and identify common user questions
• Create simple how-to guides for basic functionality
• Participate in on-call rotation for after-hours support
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

• Degree or diploma in Business, Information Systems, or related field (or equivalent industry experience and training).
• 1-3 years of experience in customer support or training role
• Foundation-level expertise in software applications and basic workflows
• Strong verbal and written communication skills for explaining features clearly
• Ability to direct users to appropriate documentation effectively
• Customer service orientation with patience for repetitive questions
• Ability to handle high volume of standard operational questions
• Capability to identify when advanced support is needed
• Strong written skills for documentation creation
• Experience with learning management systems
• Basic content creation skills for documentation
• Familiarity with customer support platforms
• Experience in software training or user education

Note: 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. 

The Role

The Support Specialist II – Hybrid provides combined Tier 2 technical support and user enablement with moderate proficiency in both domains. They handle hardware diagnostics and system performance issues while also implementing complex features and customizing workflows, serving customers who need both technical resolution and advanced usage optimization.

What You'll Do

• Diagnose hardware-related issues and system performance problems
• Manage user access permissions across multiple systems
• Conduct initial investigation of backend database and logic issues
• Coordinate with technical teams while maintaining ticket ownership
• Implement complex features for specific customer workflows
• Customize solutions combining technical configuration and process optimization
• Deliver personalized training on both technical and functional aspects
• Create custom documentation covering technical setup and usage best practices
• Resolve issues requiring both technical fixes and user education
• Analyze problems to determine root cause (technical defect vs. knowledge gap)
• Develop solutions that address both system configuration and user adoption
• Provide comprehensive support for integration challenges
• Document resolutions that include both technical steps and usage guidance
• Participate in on-call rotation for after-hours support
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

• Degree or diploma in Information Technology, Computer Science, Business, or related field (or equivalent industry experience and training)
• A minimum of 1-3 years of experience in technical support or business analysis
• Intermediate technical skills including SQL and system troubleshooting
• Familiarity and experience with software customization and workflow optimization
• Ability to handle both technical investigation and user training
• Strong analytical skills for complex problem-solving
• Excellent communication skills across technical and business contexts
• Ability to diagnose and resolve multi-faceted issues
• Capability to deliver both technical and educational support
• Strong context-switching between different support types
• Flexibility to handle diverse customer needs

Asset Qualifications:

• Experience in software implementation or consulting
• Certifications in both technical and business domains
• Knowledge of both ITIL and customer success methodologies
• Experience with system integration projects
• Project management experience

Note: 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. 

The Role

The Support Specialist II – Hybrid provides combined Tier 2 technical support and user enablement with moderate proficiency in both domains. They handle hardware diagnostics and system performance issues while also implementing complex features and customizing workflows, serving customers who need both technical resolution and advanced usage optimization.

What You'll Do

• Diagnose hardware-related issues and system performance problems
• Manage user access permissions across multiple systems
• Conduct initial investigation of backend database and logic issues
• Coordinate with technical teams while maintaining ticket ownership
• Implement complex features for specific customer workflows
• Customize solutions combining technical configuration and process optimization
• Deliver personalized training on both technical and functional aspects
• Create custom documentation covering technical setup and usage best practices
• Resolve issues requiring both technical fixes and user education
• Analyze problems to determine root cause (technical defect vs. knowledge gap)
• Develop solutions that address both system configuration and user adoption
• Provide comprehensive support for integration challenges
• Document resolutions that include both technical steps and usage guidance
• Participate in on-call rotation for after-hours support
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

• Degree or diploma in Information Technology, Computer Science, Business, or related field (or equivalent industry experience and training)
• A minimum of 1-3 years of experience in technical support or business analysis
• Intermediate technical skills including SQL and system troubleshooting
• Familiarity and experience with software customization and workflow optimization
• Ability to handle both technical investigation and user training
• Strong analytical skills for complex problem-solving
• Excellent communication skills across technical and business contexts
• Ability to diagnose and resolve multi-faceted issues
• Capability to deliver both technical and educational support
• Strong context-switching between different support types
• Flexibility to handle diverse customer needs

Asset Qualifications:

• Experience in software implementation or consulting
• Certifications in both technical and business domains
• Knowledge of both ITIL and customer success methodologies
• Experience with system integration projects
• Project management experience

Note: 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 FBI's 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 FBI's CJIS Security Policy Resource Center for CJIS requirements.

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. 

The Role

The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions.

What You'll Do

• Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid)
• Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores
• Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation
• Conduct regular one-on-ones, performance reviews, and career development planning for all team members
• Handle critical escalations requiring both technical expertise and customer engagement skills
• Collaborate closely with other technical teams on escalations and customer communications
• Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success
• Identify training needs and develop competency programs across technical and user enablement skills
• Implement process improvements balancing reactive support with proactive customer enablement
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• Manage on-call schedules while coordinating scheduled customer training and engagement activities
• Partner with other support managers to ensure consistent service delivery across all products
• Develop documentation including technical procedures, knowledge base articles, and training materials
• Build relationships with diverse customer stakeholders
• Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges
• Foster a culture of versatility, continuous learning, and customer-first mindset
• Participate in product roadmap discussions representing comprehensive support insights
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology,  Information Systems, Business or related field
• 6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience. 
• Experience with public safety or mission-critical software systems strongly preferred
• Proven track record of managing diverse support teams in a software environment
• Strong technical foundation combined with customer engagement and training expertise
• Experience managing both SLAs/operational metrics and customer adoption KPIs
• Demonstrated success in developing versatile team members with cross-functional skills
• Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences
• Proficiency with support ticketing systems, reporting tools, and customer success platforms
• Experience managing 24x7 support operations
• Ability to context-switch between different support disciplines and priorities
• Strong analytical, problem-solving, and relationship management skills

Asset Qualifications:

• ITIL certification or service management framework experience
• Customer Success Manager certification (CCSM, CCSMP)
• Experience with support automation, AI technologies, and digital transformation
• Knowledge of public safety standards and compliance requirements
• Previous experience in government or regulated industries
• Project management or change management certification
• SQL knowledge and understanding of system integration concepts

Note: 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 FBI's 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 FBI's CJIS Security Policy Resource Center for CJIS requirements.

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. 

The Role

The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions.

What You'll Do

• Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid)
• Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores
• Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation
• Conduct regular one-on-ones, performance reviews, and career development planning for all team members
• Handle critical escalations requiring both technical expertise and customer engagement skills
• Collaborate closely with other technical teams on escalations and customer communications
• Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success
• Identify training needs and develop competency programs across technical and user enablement skills
• Implement process improvements balancing reactive support with proactive customer enablement
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• Manage on-call schedules while coordinating scheduled customer training and engagement activities
• Partner with other support managers to ensure consistent service delivery across all products
• Develop documentation including technical procedures, knowledge base articles, and training materials
• Build relationships with diverse customer stakeholders
• Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges
• Foster a culture of versatility, continuous learning, and customer-first mindset
• Participate in product roadmap discussions representing comprehensive support insights
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities 

What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology,  Information Systems, Business or related field
• 6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience. 
• Experience with public safety or mission-critical software systems strongly preferred
• Proven track record of managing diverse support teams in a software environment
• Strong technical foundation combined with customer engagement and training expertise
• Experience managing both SLAs/operational metrics and customer adoption KPIs
• Demonstrated success in developing versatile team members with cross-functional skills
• Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences
• Proficiency with support ticketing systems, reporting tools, and customer success platforms
• Experience managing 24x7 support operations
• Ability to context-switch between different support disciplines and priorities
• Strong analytical, problem-solving, and relationship management skills

Asset Qualifications:

• ITIL certification or service management framework experience
• Customer Success Manager certification (CCSM, CCSMP)
• Experience with support automation, AI technologies, and digital transformation
• Knowledge of public safety standards and compliance requirements
• Previous experience in government or regulated industries
• Project management or change management certification
• SQL knowledge and understanding of system integration concepts

Note: 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 for CJIS requirements.

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. 

The Role

The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions.

What You'll Do

• Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid)
• Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores
• Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation
• Conduct regular one-on-ones, performance reviews, and career development planning for all team members
• Handle critical escalations requiring both technical expertise and customer engagement skills
• Collaborate closely with other technical teams on escalations and customer communications
• Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success
• Identify training needs and develop competency programs across technical and user enablement skills
• Implement process improvements balancing reactive support with proactive customer enablement
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• Manage on-call schedules while coordinating scheduled customer training and engagement activities
• Partner with other support managers to ensure consistent service delivery across all products
• Develop documentation including technical procedures, knowledge base articles, and training materials
• Build relationships with diverse customer stakeholders
• Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges
• Foster a culture of versatility, continuous learning, and customer-first mindset
• Participate in product roadmap discussions representing comprehensive support insights
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

 What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology,  Information Systems, Business or related field
• 6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience. 
• Experience with public safety or mission-critical software systems strongly preferred
• Proven track record of managing diverse support teams in a software environment
• Strong technical foundation combined with customer engagement and training expertise
• Experience managing both SLAs/operational metrics and customer adoption KPIs
• Demonstrated success in developing versatile team members with cross-functional skills
• Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences
• Proficiency with support ticketing systems, reporting tools, and customer success platforms
• Experience managing 24x7 support operations
• Ability to context-switch between different support disciplines and priorities
• Strong analytical, problem-solving, and relationship management skills

Asset Qualifications:

• ITIL certification or service management framework experience
• Customer Success Manager certification (CCSM, CCSMP)
• Experience with support automation, AI technologies, and digital transformation
• Knowledge of public safety standards and compliance requirements
• Previous experience in government or regulated industries
• Project management or change management certification
• SQL knowledge and understanding of system integration concepts

Note: 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 for CJIS requirements.

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. 

The Role

The Product Marketing Manager is a pivotal role in shaping go-to-market strategies, driving product adoption and influencing revenue growth. They lead the development of compelling product positioning and messaging, orchestrate cross-functional initiatives and serve as a strategic partner to Sales, Product and Customer Success teams. This role demands a blend of strategic thinking, market insight, and executional excellence to deliver high-impact marketing programs across channels.

They own the end-to-end lifecycle of marketing campaigns, from ideation to performance analysis, leveraging both account-based and traditional marketing approaches. They are responsible for creating solution-specific content, enabling sales teams and ensuring brand consistency across all touchpoints. As a subject matter expert, they stay ahead of industry trends and translate insights into actionable strategies that elevate our market presence.

What You'll Do 

• Develop differentiated product positioning and messaging frameworks that resonate with target audiences and support business growth across verticals.
• Define product positioning and messaging that resonate with the target audience and ensure consistency across campaigns and sales enablement tools.
• Partner closely with Product, Sales, Events and Operations to align marketing initiatives with business priorities and product roadmaps.
• Lead the design and execution of integrated, multi-channel marketing programs, with a focus on account-based marketing initiatives that align with sales to accelerate growth within target accounts.
• Develop and implement retention marketing programs to increase customer engagement, adoption and lifetime value.
• Create high-impact content, including sales enablement tools, thought leadership assets, presentations and content tailored to buyer personas and stages of the funnel.
• Collaborate with Sales Enablement to deliver playbooks, competitive intelligence and customer stories that empower revenue teams.
• Ensure consistent brand representation across all marketing assets, events and customer communications.
• Monitor campaign performance, analyze KPIs and ROI, and provide actionable insights to improve marketing effectiveness.
• Stay informed on industry trends, competitor movements and customer needs to inform product positioning and marketing strategy.
• Represent the voice of the product in internal and external forums, contributing to webinars, events and customer engagements as a product subject matter expert.
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You’ll Bring

• Bachelor’s degree or diploma in Marketing, Communications, Business, or a related field, or equivalent combination of education and experience.
• A minimum of 5-7 years of experience in product marketing, preferably in B2B SaaS or technology sectors; experience in the public safety industry is a strong plus.
• Proven success in launching and scaling marketing campaigns that drive measurable business outcomes.
• Deep understanding of demand generation, buyer journeys and ABM strategies.
• Exceptional storytelling and communication skills, with the ability to simplify complex concepts.
• Strong project management skills and ability to juggle multiple priorities in a fast-paced environment.
• Strategic thinker with a data-driven mindset and a bias for action.
• Collaborative team player with experience influencing cross-functional stakeholders.
• Proficiency in CRM, CMS and marketing automation platforms (Salesforce, Pardot/MCAE, Marketo preferred).
• Familiarity with Adobe Creative Suite and Microsoft Office tools.

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. 

The Role

The Product Marketing Manager is a pivotal role in shaping go-to-market strategies, driving product adoption and influencing revenue growth. They lead the development of compelling product positioning and messaging, orchestrate cross-functional initiatives and serve as a strategic partner to Sales, Product and Customer Success teams. This role demands a blend of strategic thinking, market insight, and executional excellence to deliver high-impact marketing programs across channels.

They own the end-to-end lifecycle of marketing campaigns, from ideation to performance analysis, leveraging both account-based and traditional marketing approaches. They are responsible for creating solution-specific content, enabling sales teams and ensuring brand consistency across all touchpoints. As a subject matter expert, they stay ahead of industry trends and translate insights into actionable strategies that elevate our market presence.

What You'll Do 

• Develop differentiated product positioning and messaging frameworks that resonate with target audiences and support business growth across verticals.
• Define product positioning and messaging that resonate with the target audience and ensure consistency across campaigns and sales enablement tools.
• Partner closely with Product, Sales, Events and Operations to align marketing initiatives with business priorities and product roadmaps.
• Lead the design and execution of integrated, multi-channel marketing programs, with a focus on account-based marketing initiatives that align with sales to accelerate growth within target accounts.
• Develop and implement retention marketing programs to increase customer engagement, adoption and lifetime value.
• Create high-impact content, including sales enablement tools, thought leadership assets, presentations and content tailored to buyer personas and stages of the funnel.
• Collaborate with Sales Enablement to deliver playbooks, competitive intelligence and customer stories that empower revenue teams.
• Ensure consistent brand representation across all marketing assets, events and customer communications.
• Monitor campaign performance, analyze KPIs and ROI, and provide actionable insights to improve marketing effectiveness.
• Stay informed on industry trends, competitor movements and customer needs to inform product positioning and marketing strategy.
• Represent the voice of the product in internal and external forums, contributing to webinars, events and customer engagements as a product subject matter expert.
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You’ll Bring

• Bachelor’s degree or diploma in Marketing, Communications, Business, or a related field, or equivalent combination of education and experience.
• A minimum of 5-7 years of experience in product marketing, preferably in B2B SaaS or technology sectors; experience in the public safety industry is a strong plus.
• Proven success in launching and scaling marketing campaigns that drive measurable business outcomes.
• Deep understanding of demand generation, buyer journeys and ABM strategies.
• Exceptional storytelling and communication skills, with the ability to simplify complex concepts.
• Strong project management skills and ability to juggle multiple priorities in a fast-paced environment.
• Strategic thinker with a data-driven mindset and a bias for action.
• Collaborative team player with experience influencing cross-functional stakeholders.
• Proficiency in CRM, CMS and marketing automation platforms (Salesforce, Pardot/MCAE, Marketo preferred).
• Familiarity with Adobe Creative Suite and Microsoft Office tools.

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. 

The Role

The Product Marketing Manager is a pivotal role in shaping go-to-market strategies, driving product adoption and influencing revenue growth. They lead the development of compelling product positioning and messaging, orchestrate cross-functional initiatives and serve as a strategic partner to Sales, Product and Customer Success teams. This role demands a blend of strategic thinking, market insight, and executional excellence to deliver high-impact marketing programs across channels.

They own the end-to-end lifecycle of marketing campaigns, from ideation to performance analysis, leveraging both account-based and traditional marketing approaches. They are responsible for creating solution-specific content, enabling sales teams and ensuring brand consistency across all touchpoints. As a subject matter expert, they stay ahead of industry trends and translate insights into actionable strategies that elevate our market presence.

What You'll Do 

• Develop differentiated product positioning and messaging frameworks that resonate with target audiences and support business growth across verticals.
• Define product positioning and messaging that resonate with the target audience and ensure consistency across campaigns and sales enablement tools.
• Partner closely with Product, Sales, Events and Operations to align marketing initiatives with business priorities and product roadmaps.
• Lead the design and execution of integrated, multi-channel marketing programs, with a focus on account-based marketing initiatives that align with sales to accelerate growth within target accounts.
• Develop and implement retention marketing programs to increase customer engagement, adoption and lifetime value.
• Create high-impact content, including sales enablement tools, thought leadership assets, presentations and content tailored to buyer personas and stages of the funnel.
• Collaborate with Sales Enablement to deliver playbooks, competitive intelligence and customer stories that empower revenue teams.
• Ensure consistent brand representation across all marketing assets, events and customer communications.
• Monitor campaign performance, analyze KPIs and ROI, and provide actionable insights to improve marketing effectiveness.
• Stay informed on industry trends, competitor movements and customer needs to inform product positioning and marketing strategy.
• Represent the voice of the product in internal and external forums, contributing to webinars, events and customer engagements as a product subject matter expert.
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You’ll Bring

• Bachelor’s degree or diploma in Marketing, Communications, Business, or a related field, or equivalent combination of education and experience.
• A minimum of 5-7 years of experience in product marketing, preferably in B2B SaaS or technology sectors; experience in the public safety industry is a strong plus.
• Proven success in launching and scaling marketing campaigns that drive measurable business outcomes.
• Deep understanding of demand generation, buyer journeys and ABM strategies.
• Exceptional storytelling and communication skills, with the ability to simplify complex concepts.
• Strong project management skills and ability to juggle multiple priorities in a fast-paced environment.
• Strategic thinker with a data-driven mindset and a bias for action.
• Collaborative team player with experience influencing cross-functional stakeholders.
• Proficiency in CRM, CMS and marketing automation platforms (Salesforce, Pardot/MCAE, Marketo preferred).
• Familiarity with Adobe Creative Suite and Microsoft Office tools.

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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. 

The Role

The Product Marketing Manager is a pivotal role in shaping go-to-market strategies, driving product adoption and influencing revenue growth. They lead the development of compelling product positioning and messaging, orchestrate cross-functional initiatives and serve as a strategic partner to Sales, Product and Customer Success teams. This role demands a blend of strategic thinking, market insight, and executional excellence to deliver high-impact marketing programs across channels.

They own the end-to-end lifecycle of marketing campaigns, from ideation to performance analysis, leveraging both account-based and traditional marketing approaches. They are responsible for creating solution-specific content, enabling sales teams and ensuring brand consistency across all touchpoints. As a subject matter expert, they stay ahead of industry trends and translate insights into actionable strategies that elevate our market presence.

What You'll Do 

• Develop differentiated product positioning and messaging frameworks that resonate with target audiences and support business growth across verticals.
• Define product positioning and messaging that resonate with the target audience and ensure consistency across campaigns and sales enablement tools.
• Partner closely with Product, Sales, Events and Operations to align marketing initiatives with business priorities and product roadmaps.
• Lead the design and execution of integrated, multi-channel marketing programs, with a focus on account-based marketing initiatives that align with sales to accelerate growth within target accounts.
• Develop and implement retention marketing programs to increase customer engagement, adoption and lifetime value.
• Create high-impact content, including sales enablement tools, thought leadership assets, presentations and content tailored to buyer personas and stages of the funnel.
• Collaborate with Sales Enablement to deliver playbooks, competitive intelligence and customer stories that empower revenue teams.
• Ensure consistent brand representation across all marketing assets, events and customer communications.
• Monitor campaign performance, analyze KPIs and ROI, and provide actionable insights to improve marketing effectiveness.
• Stay informed on industry trends, competitor movements and customer needs to inform product positioning and marketing strategy.
• Represent the voice of the product in internal and external forums, contributing to webinars, events and customer engagements as a product subject matter expert.
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You’ll Bring

• Bachelor’s degree or diploma in Marketing, Communications, Business, or a related field, or equivalent combination of education and experience.
• A minimum of 5-7 years of experience in product marketing, preferably in B2B SaaS or technology sectors; experience in the public safety industry is a strong plus.
• Proven success in launching and scaling marketing campaigns that drive measurable business outcomes.
• Deep understanding of demand generation, buyer journeys and ABM strategies.
• Exceptional storytelling and communication skills, with the ability to simplify complex concepts.
• Strong project management skills and ability to juggle multiple priorities in a fast-paced environment.
• Strategic thinker with a data-driven mindset and a bias for action.
• Collaborative team player with experience influencing cross-functional stakeholders.
• Proficiency in CRM, CMS and marketing automation platforms (Salesforce, Pardot/MCAE, Marketo preferred).
• Familiarity with Adobe Creative Suite and Microsoft Office tools.

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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. 

The Role

The Product Marketing Manager is a pivotal role in shaping go-to-market strategies, driving product adoption and influencing revenue growth. They lead the development of compelling product positioning and messaging, orchestrate cross-functional initiatives and serve as a strategic partner to Sales, Product and Customer Success teams. This role demands a blend of strategic thinking, market insight, and executional excellence to deliver high-impact marketing programs across channels.

They own the end-to-end lifecycle of marketing campaigns, from ideation to performance analysis, leveraging both account-based and traditional marketing approaches. They are responsible for creating solution-specific content, enabling sales teams and ensuring brand consistency across all touchpoints. As a subject matter expert, they stay ahead of industry trends and translate insights into actionable strategies that elevate our market presence.

What You'll Do 

• Develop differentiated product positioning and messaging frameworks that resonate with target audiences and support business growth across verticals.
• Define product positioning and messaging that resonate with the target audience and ensure consistency across campaigns and sales enablement tools.
• Partner closely with Product, Sales, Events and Operations to align marketing initiatives with business priorities and product roadmaps.
• Lead the design and execution of integrated, multi-channel marketing programs, with a focus on account-based marketing initiatives that align with sales to accelerate growth within target accounts.
• Develop and implement retention marketing programs to increase customer engagement, adoption and lifetime value.
• Create high-impact content, including sales enablement tools, thought leadership assets, presentations and content tailored to buyer personas and stages of the funnel.
• Collaborate with Sales Enablement to deliver playbooks, competitive intelligence and customer stories that empower revenue teams.
• Ensure consistent brand representation across all marketing assets, events and customer communications.
• Monitor campaign performance, analyze KPIs and ROI, and provide actionable insights to improve marketing effectiveness.
• Stay informed on industry trends, competitor movements and customer needs to inform product positioning and marketing strategy.
• Represent the voice of the product in internal and external forums, contributing to webinars, events and customer engagements as a product subject matter expert.
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You’ll Bring

• Bachelor’s degree or diploma in Marketing, Communications, Business, or a related field, or equivalent combination of education and experience.
• A minimum of 5-7 years of experience in product marketing, preferably in B2B SaaS or technology sectors; experience in the public safety industry is a strong plus.
• Proven success in launching and scaling marketing campaigns that drive measurable business outcomes.
• Deep understanding of demand generation, buyer journeys and ABM strategies.
• Exceptional storytelling and communication skills, with the ability to simplify complex concepts.
• Strong project management skills and ability to juggle multiple priorities in a fast-paced environment.
• Strategic thinker with a data-driven mindset and a bias for action.
• Collaborative team player with experience influencing cross-functional stakeholders.
• Proficiency in CRM, CMS and marketing automation platforms (Salesforce, Pardot/MCAE, Marketo preferred).
• Familiarity with Adobe Creative Suite and Microsoft Office tools.

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

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. 

The Role

The Director, Brand and Communications will shape and execute Versaterm’s global brand and external communications strategy, strengthening the company’s position as an innovator and trusted partner in public safety technology. This leader will drive a unified market narrative and brand voice that showcases Versaterm’s vision, thought leadership and differentiated value in empowering public safety agencies through modern, connected solutions. 

The role oversees all aspects of external brand and communications, including media relations, analyst relations, executive visibility, brand storytelling, and strategic product and customer narratives. Working cross-functionally with Executive leadership, Product, Sales and People teams, the Director will ensure that Versaterm’s communications reflect its culture of innovation and integrity. 

A key focus will be advancing programs that deepen engagement with employees and partners, reinforce Versaterm’s mission and values, and ensure that communications resonate across audiences. This leader will develop integrated strategies that align brand, communications, and go-to-market priorities to drive market awareness, credibility and growth. This job posting is being used to fill an existing vacancy.

What You'll Do 

Corporate and External Communications

• Lead the development and execution of Versaterm’s communications strategy across media relations, corporate reputation and brand storytelling.
• Drive proactive and reactive media engagement to strengthen Versaterm’s position as an industry leader, including thought leadership, issues management and executive visibility.
• Manage global PR agency partnerships and external communications partners, ensuring consistency of message and excellence in execution.
• Oversee corporate announcements, product launches and strategic narratives that highlight Versaterm’s innovation, customer impact and growth momentum
• Partner with industry analysts, conference organizers and associations to secure earned visibility for Versaterm and its executives.

Executive Communications

• Develop strategic communications for senior leaders, including keynote speeches, op-eds, thought leadership articles and investor presentations.
• Support internal and external presentations that articulate Versaterm’s mission, strategy and performance with clarity and impact.

Content Strategy & Thought Leadership

• Develop and lead a content strategy focused on thought leadership, industry insights and SEO-driven content to increase visibility and authority.
• Oversee the creation of high-quality content, including blogs, articles, reports and executive bylines that position Versaterm as a leader in public safety technology.
• Partner with subject matter experts and leadership to translate complex topics into compelling, accessible narratives.
• Ensure content is optimized for search and aligned to key audience needs, trends, and industry topics.
• Shape communications that connect employees to the company’s vision, values and priorities, building alignment and engagement across teams.

Brand & Creative

• Define and evolve Versaterm’s brand positioning, messaging and voice across all external channels.
• Establish and maintain brand guidelines, ensuring consistency across all communications, campaigns and touchpoints.
• Lead creative direction and oversee the development of visual assets, including digital, social, events and campaign materials.
• Manage internal and external creative resources, including designers, agencies and freelancers.
• Ensure all brand expressions reflect Versaterm’s market positioning and differentiation  

Integrated Strategy & Cross-Functional Collaboration

• Collaborate closely with Product, Sales and People to align messaging and ensure storytelling consistency across all channels.
• Lead crisis and reputation management planning, ensuring readiness and coordinated response across functions.

What You’ll Bring

• Bachelor’s degree in Communications, Public Relations, Marketing or a related field.
• 10-15+ years of experience in corporate communications, public relations or related fields, ideally in public safety or technology, with 5 years leadership experience.
• Proven track record of developing and executing global communications programs that drive visibility and influence.
• Strong media relations expertise, with established relationships across technology, business and industry trade media.
• Experience managing and collaborating with global PR and communications agencies.
• Exceptional storytelling, writing and executive communication skills.
• Ability to translate complex technology and business strategies into compelling, human-centered narratives.
• Strategic mindset with hands-on execution ability; comfortable operating both at a high strategic level and in day-to-day delivery.
• Experience leading internal communications or culture initiatives.

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. 

The Role

The Proposal Manager is an individual contributor responsible for proposal efforts as a subject matter expert across Versaterm’s Pre-Sales proposal operations.  This role applies expertise in public sector procurement and enterprise SaaS proposals to ensure high-quality, compliant, and competitive submissions across product lines.  This role provides work guidance, training and informal mentorship to proposal specialists and supports continuity of knowledge, best practices and process maturity across the function. 

What You'll Do

• Independently manage and execute high‑complexity, multi‑product RFPs, RFIs, RFQs, and other solicitation responses.
• Review and interpret procurement requirements and translate them into detailed proposal action plans.
• Develop and review proposal content to ensure technical accuracy, compliance, and alignment with solution capabilities.
• Ensure proposals meet all submission requirements, deadlines, and formatting standards.
• Maintain and improve proposal library content to ensure accuracy, consistency, and relevance across all Versaterm products.
• Identify gaps in reusable content and collaborate with cross‑functional stakeholders to develop updated responses.
• Conduct detailed compliance and quality reviews prior to submission.
• Identify inefficiencies and propose process improvements to enhance proposal throughput and quality.
• Act as a subject‑matter expert for proposal processes, tools, and public sector bid requirements.
• Provide direction and guidance to proposal specialists on execution standards, timelines, and quality expectations.
• Support training and ramp‑up of new or less‑experienced proposal team members, including documentation and knowledge transfer.
• Serve as a continuity resource during role transitions or changes in staffing.
• Partner with the Pre‑Sales Manager and Pre‑Sales Consultants to ensure solution descriptions accurately reflect capabilities and delivery expectations.
• Collaborate with Sales, Product Management, Legal, Finance, and Implementation teams to gather required inputs and approvals.

What You'll Bring

• Bachelor’s degree in Marketing, Communications, Public Administration, Criminal Justice, or a related field required.
• 3-5+ years of experience in progressive experience responding to RFPs within SaaS, public sector, or government technology environments.
• Demonstrated experience managing complex, enterprise‑level proposal responses independently.
• Prior experience supporting or training other proposal contributors preferred.
• Strong understanding of public sector procurement processes and compliance requirements.
•  Advanced proficiency with proposal management systems and content libraries.
• Expert-level writing, editing, and document structuring skills.
• High attention to detail and ability to manage multiple concurrent deadlines.
• Advanced proficiency in Microsoft Office Suite, SharePoint, and Adobe PDF.
• Experience with bid portals and opportunity tracking systems; BidPrime and Responsive (RFPIO) experience strongly preferred.

The Role

The Director, Brand and Communications will shape and execute Versaterm’s global brand and external communications strategy, strengthening the company’s position as an innovator and trusted partner in public safety technology. This leader will drive a unified market narrative and brand voice that showcases Versaterm’s vision, thought leadership and differentiated value in empowering public safety agencies through modern, connected solutions. 

The role oversees all aspects of external brand and communications, including media relations, analyst relations, executive visibility, brand storytelling, and strategic product and customer narratives. Working cross-functionally with Executive leadership, Product, Sales and People teams, the Director will ensure that Versaterm’s communications reflect its culture of innovation and integrity. 

A key focus will be advancing programs that deepen engagement with employees and partners, reinforce Versaterm’s mission and values, and ensure that communications resonate across audiences. This leader will develop integrated strategies that align brand, communications, and go-to-market priorities to drive market awareness, credibility and growth. This job posting is being used to fill an existing vacancy.

What You'll Do 

Corporate and External Communications

• Lead the development and execution of Versaterm’s communications strategy across media relations, corporate reputation and brand storytelling.
• Drive proactive and reactive media engagement to strengthen Versaterm’s position as an industry leader, including thought leadership, issues management and executive visibility.
• Manage global PR agency partnerships and external communications partners, ensuring consistency of message and excellence in execution.
• Oversee corporate announcements, product launches and strategic narratives that highlight Versaterm’s innovation, customer impact and growth momentum
• Partner with industry analysts, conference organizers and associations to secure earned visibility for Versaterm and its executives.

Executive Communications

• Develop strategic communications for senior leaders, including keynote speeches, op-eds, thought leadership articles and investor presentations.
• Support internal and external presentations that articulate Versaterm’s mission, strategy and performance with clarity and impact.

Content Strategy & Thought Leadership

• Develop and lead a content strategy focused on thought leadership, industry insights and SEO-driven content to increase visibility and authority.
• Oversee the creation of high-quality content, including blogs, articles, reports and executive bylines that position Versaterm as a leader in public safety technology.
• Partner with subject matter experts and leadership to translate complex topics into compelling, accessible narratives.
• Ensure content is optimized for search and aligned to key audience needs, trends, and industry topics.
• Shape communications that connect employees to the company’s vision, values and priorities, building alignment and engagement across teams.

Brand & Creative

• Define and evolve Versaterm’s brand positioning, messaging and voice across all external channels.
• Establish and maintain brand guidelines, ensuring consistency across all communications, campaigns and touchpoints.
• Lead creative direction and oversee the development of visual assets, including digital, social, events and campaign materials.
• Manage internal and external creative resources, including designers, agencies and freelancers.
• Ensure all brand expressions reflect Versaterm’s market positioning and differentiation  

Integrated Strategy & Cross-Functional Collaboration

• Collaborate closely with Product, Sales and People to align messaging and ensure storytelling consistency across all channels.
• Lead crisis and reputation management planning, ensuring readiness and coordinated response across functions.

What You’ll Bring

• Bachelor’s degree in Communications, Public Relations, Marketing or a related field.
• 10-15+ years of experience in corporate communications, public relations or related fields, ideally in public safety or technology, with 5 years leadership experience.
• Proven track record of developing and executing global communications programs that drive visibility and influence.
• Strong media relations expertise, with established relationships across technology, business and industry trade media.
• Experience managing and collaborating with global PR and communications agencies.
• Exceptional storytelling, writing and executive communication skills.
• Ability to translate complex technology and business strategies into compelling, human-centered narratives.
• Strategic mindset with hands-on execution ability; comfortable operating both at a high strategic level and in day-to-day delivery.
• Experience leading internal communications or culture initiatives.

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada. 

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. 

The Role

The Director, Brand and Communications will shape and execute Versaterm’s global brand and external communications strategy, strengthening the company’s position as an innovator and trusted partner in public safety technology. This leader will drive a unified market narrative and brand voice that showcases Versaterm’s vision, thought leadership and differentiated value in empowering public safety agencies through modern, connected solutions. 

The role oversees all aspects of external brand and communications, including media relations, analyst relations, executive visibility, brand storytelling, and strategic product and customer narratives. Working cross-functionally with Executive leadership, Product, Sales and People teams, the Director will ensure that Versaterm’s communications reflect its culture of innovation and integrity. 

A key focus will be advancing programs that deepen engagement with employees and partners, reinforce Versaterm’s mission and values, and ensure that communications resonate across audiences. This leader will develop integrated strategies that align brand, communications, and go-to-market priorities to drive market awareness, credibility and growth. This job posting is being used to fill an existing vacancy.

What You'll Do 

Corporate and External Communications

• Lead the development and execution of Versaterm’s communications strategy across media relations, corporate reputation and brand storytelling.
• Drive proactive and reactive media engagement to strengthen Versaterm’s position as an industry leader, including thought leadership, issues management and executive visibility.
• Manage global PR agency partnerships and external communications partners, ensuring consistency of message and excellence in execution.
• Oversee corporate announcements, product launches and strategic narratives that highlight Versaterm’s innovation, customer impact and growth momentum
• Partner with industry analysts, conference organizers and associations to secure earned visibility for Versaterm and its executives.

Executive Communications

• Develop strategic communications for senior leaders, including keynote speeches, op-eds, thought leadership articles and investor presentations.
• Support internal and external presentations that articulate Versaterm’s mission, strategy and performance with clarity and impact.

Content Strategy & Thought Leadership

• Develop and lead a content strategy focused on thought leadership, industry insights and SEO-driven content to increase visibility and authority.
• Oversee the creation of high-quality content, including blogs, articles, reports and executive bylines that position Versaterm as a leader in public safety technology.
• Partner with subject matter experts and leadership to translate complex topics into compelling, accessible narratives.
• Ensure content is optimized for search and aligned to key audience needs, trends, and industry topics.
• Shape communications that connect employees to the company’s vision, values and priorities, building alignment and engagement across teams.

Brand & Creative

• Define and evolve Versaterm’s brand positioning, messaging and voice across all external channels.
• Establish and maintain brand guidelines, ensuring consistency across all communications, campaigns and touchpoints.
• Lead creative direction and oversee the development of visual assets, including digital, social, events and campaign materials.
• Manage internal and external creative resources, including designers, agencies and freelancers.
• Ensure all brand expressions reflect Versaterm’s market positioning and differentiation  

Integrated Strategy & Cross-Functional Collaboration

• Collaborate closely with Product, Sales and People to align messaging and ensure storytelling consistency across all channels.
• Lead crisis and reputation management planning, ensuring readiness and coordinated response across functions.

What You’ll Bring

• Bachelor’s degree in Communications, Public Relations, Marketing or a related field.
• 10-15+ years of experience in corporate communications, public relations or related fields, ideally in public safety or technology, with 5 years leadership experience.
• Proven track record of developing and executing global communications programs that drive visibility and influence.
• Strong media relations expertise, with established relationships across technology, business and industry trade media.
• Experience managing and collaborating with global PR and communications agencies.
• Exceptional storytelling, writing and executive communication skills.
• Ability to translate complex technology and business strategies into compelling, human-centered narratives.
• Strategic mindset with hands-on execution ability; comfortable operating both at a high strategic level and in day-to-day delivery.
• Experience leading internal communications or culture initiatives.

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada. 

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. 

The Role

The Director, Brand and Communications will shape and execute Versaterm’s global brand and external communications strategy, strengthening the company’s position as an innovator and trusted partner in public safety technology. This leader will drive a unified market narrative and brand voice that showcases Versaterm’s vision, thought leadership and differentiated value in empowering public safety agencies through modern, connected solutions. 

The role oversees all aspects of external brand and communications, including media relations, analyst relations, executive visibility, brand storytelling, and strategic product and customer narratives. Working cross-functionally with Executive leadership, Product, Sales and People teams, the Director will ensure that Versaterm’s communications reflect its culture of innovation and integrity. 

A key focus will be advancing programs that deepen engagement with employees and partners, reinforce Versaterm’s mission and values, and ensure that communications resonate across audiences. This leader will develop integrated strategies that align brand, communications, and go-to-market priorities to drive market awareness, credibility and growth. This job posting is being used to fill an existing vacancy.

What You'll Do 

Corporate and External Communications

• Lead the development and execution of Versaterm’s communications strategy across media relations, corporate reputation and brand storytelling.
• Drive proactive and reactive media engagement to strengthen Versaterm’s position as an industry leader, including thought leadership, issues management and executive visibility.
• Manage global PR agency partnerships and external communications partners, ensuring consistency of message and excellence in execution.
• Oversee corporate announcements, product launches and strategic narratives that highlight Versaterm’s innovation, customer impact and growth momentum
• Partner with industry analysts, conference organizers and associations to secure earned visibility for Versaterm and its executives.

Executive Communications

• Develop strategic communications for senior leaders, including keynote speeches, op-eds, thought leadership articles and investor presentations.
• Support internal and external presentations that articulate Versaterm’s mission, strategy and performance with clarity and impact.

Content Strategy & Thought Leadership

• Develop and lead a content strategy focused on thought leadership, industry insights and SEO-driven content to increase visibility and authority.
• Oversee the creation of high-quality content, including blogs, articles, reports and executive bylines that position Versaterm as a leader in public safety technology.
• Partner with subject matter experts and leadership to translate complex topics into compelling, accessible narratives.
• Ensure content is optimized for search and aligned to key audience needs, trends, and industry topics.
• Shape communications that connect employees to the company’s vision, values and priorities, building alignment and engagement across teams.

Brand & Creative

• Define and evolve Versaterm’s brand positioning, messaging and voice across all external channels.
• Establish and maintain brand guidelines, ensuring consistency across all communications, campaigns and touchpoints.
• Lead creative direction and oversee the development of visual assets, including digital, social, events and campaign materials.
• Manage internal and external creative resources, including designers, agencies and freelancers.
• Ensure all brand expressions reflect Versaterm’s market positioning and differentiation  

Integrated Strategy & Cross-Functional Collaboration

• Collaborate closely with Product, Sales and People to align messaging and ensure storytelling consistency across all channels.
• Lead crisis and reputation management planning, ensuring readiness and coordinated response across functions.

What You’ll Bring

• Bachelor’s degree in Communications, Public Relations, Marketing or a related field.
• 10-15+ years of experience in corporate communications, public relations or related fields, ideally in public safety or technology, with 5 years leadership experience.
• Proven track record of developing and executing global communications programs that drive visibility and influence.
• Strong media relations expertise, with established relationships across technology, business and industry trade media.
• Experience managing and collaborating with global PR and communications agencies.
• Exceptional storytelling, writing and executive communication skills.
• Ability to translate complex technology and business strategies into compelling, human-centered narratives.
• Strategic mindset with hands-on execution ability; comfortable operating both at a high strategic level and in day-to-day delivery.
• Experience leading internal communications or culture initiatives.

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. 

The Role

The Director, Brand and Communications will shape and execute Versaterm’s global brand and external communications strategy, strengthening the company’s position as an innovator and trusted partner in public safety technology. This leader will drive a unified market narrative and brand voice that showcases Versaterm’s vision, thought leadership and differentiated value in empowering public safety agencies through modern, connected solutions. 

The role oversees all aspects of external brand and communications, including media relations, analyst relations, executive visibility, brand storytelling, and strategic product and customer narratives. Working cross-functionally with Executive leadership, Product, Sales and People teams, the Director will ensure that Versaterm’s communications reflect its culture of innovation and integrity. 

A key focus will be advancing programs that deepen engagement with employees and partners, reinforce Versaterm’s mission and values, and ensure that communications resonate across audiences. This leader will develop integrated strategies that align brand, communications, and go-to-market priorities to drive market awareness, credibility and growth. This job posting is being used to fill an existing vacancy.

What You'll Do 

Corporate and External Communications

• Lead the development and execution of Versaterm’s communications strategy across media relations, corporate reputation and brand storytelling.
• Drive proactive and reactive media engagement to strengthen Versaterm’s position as an industry leader, including thought leadership, issues management and executive visibility.
• Manage global PR agency partnerships and external communications partners, ensuring consistency of message and excellence in execution.
• Oversee corporate announcements, product launches and strategic narratives that highlight Versaterm’s innovation, customer impact and growth momentum
• Partner with industry analysts, conference organizers and associations to secure earned visibility for Versaterm and its executives.

Executive Communications

• Develop strategic communications for senior leaders, including keynote speeches, op-eds, thought leadership articles and investor presentations.
• Support internal and external presentations that articulate Versaterm’s mission, strategy and performance with clarity and impact.

Content Strategy & Thought Leadership

• Develop and lead a content strategy focused on thought leadership, industry insights and SEO-driven content to increase visibility and authority.
• Oversee the creation of high-quality content, including blogs, articles, reports and executive bylines that position Versaterm as a leader in public safety technology.
• Partner with subject matter experts and leadership to translate complex topics into compelling, accessible narratives.
• Ensure content is optimized for search and aligned to key audience needs, trends, and industry topics.
• Shape communications that connect employees to the company’s vision, values and priorities, building alignment and engagement across teams.

Brand & Creative

• Define and evolve Versaterm’s brand positioning, messaging and voice across all external channels.
• Establish and maintain brand guidelines, ensuring consistency across all communications, campaigns and touchpoints.
• Lead creative direction and oversee the development of visual assets, including digital, social, events and campaign materials.
• Manage internal and external creative resources, including designers, agencies and freelancers.
• Ensure all brand expressions reflect Versaterm’s market positioning and differentiation  

Integrated Strategy & Cross-Functional Collaboration

• Collaborate closely with Product, Sales and People to align messaging and ensure storytelling consistency across all channels.
• Lead crisis and reputation management planning, ensuring readiness and coordinated response across functions.

What You’ll Bring

• Bachelor’s degree in Communications, Public Relations, Marketing or a related field.
• 10-15+ years of experience in corporate communications, public relations or related fields, ideally in public safety or technology, with 5 years leadership experience.
• Proven track record of developing and executing global communications programs that drive visibility and influence.
• Strong media relations expertise, with established relationships across technology, business and industry trade media.
• Experience managing and collaborating with global PR and communications agencies.
• Exceptional storytelling, writing and executive communication skills.
• Ability to translate complex technology and business strategies into compelling, human-centered narratives.
• Strategic mindset with hands-on execution ability; comfortable operating both at a high strategic level and in day-to-day delivery.
• Experience leading internal communications or culture initiatives.

This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. 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 the Government of Canada's security screening process, please visit Public Services and Procurement Canada. 

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. 

The Role

The 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 Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
• Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

 What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology, Information Systems, Business, or related field
• 8-10+ 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 functions
• Deep experience supporting enterprise software in public safety or mission-critical environments
• Demonstrated success in organizational transformation and integration of support functions
• Strong business acumen with ability to align support strategy with revenue and growth
• Excellent executive communication, presentation, and relationship management skills
• Proven ability to influence across organizational boundaries and drive change without direct authority
• Experience with comprehensive metrics spanning operational efficiency and customer support
• Track record of managing high-performing, scalable, and versatile support organizations

Asset 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 domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

Note: 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. 

The Role

The 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 Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
•  Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

Asset 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 domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

Note: 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. 

The Role

The 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 Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
• Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

 What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology, Information Systems, Business, or related field
• 8-10+ 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 functions
• Deep experience supporting enterprise software in public safety or mission-critical environments
• Demonstrated success in organizational transformation and integration of support functions
• Strong business acumen with ability to align support strategy with revenue and growth
• Excellent executive communication, presentation, and relationship management skills
• Proven ability to influence across organizational boundaries and drive change without direct authority
• Experience with comprehensive metrics spanning operational efficiency and customer support
• Track record of managing high-performing, scalable, and versatile support organizations

Asset 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 domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

Note: 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 FBI's 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 FBI's CJIS Security Policy Resource Center for CJIS requirements.

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.