Versaterm
Pick a job to read the details
Tap any role on the left — its description and apply link will open here.
Senior Product Manager – Professional Standards
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
Senior Product Manager – Professional Standards
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
Senior Product Manager – Professional Standards
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
Senior People and Culture Business Partner
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
Support Specialist II - User Enablement
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
Support Specialist II - User Enablement
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
Director, Brand and Communications
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
Director, Brand and Communications
Share this job
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
The 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.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.
Ready to apply?
Apply to Versaterm