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Manager, Partner Success
2 months ago
**Who We Are**
For more than 40 years, Versaterm Public Safety has defined the future of public safety software, delivering success to agencies, large and small, with an end-to-end ecosystem of solutions from community engagement to case closure. Versaterm’s dedication to public safety is demonstrated by an unwavering commitment to customer satisfaction, development of innovative software solutions powered by advanced technologies, and a team dedicated to making a difference in the lives of those sworn to serve.
This is an exciting time for us We’re currently experiencing significant growth, with increased sales and installations of our public safety products. So, join us as we continue to be innovative, focusing on creative, seamless solutions that allow our customers to focus on the communities they serve.
**The Role**
As one of the Managers of the Partner Success Team at Versaterm, you will play a pivotal role in ensuring the success of our partner agencies. Leading a team of Partner Success Managers (PSMs), you will oversee the long-term partnerships with our clients, advocating for their unique goals and ensuring exceptional service delivery from post-sale to product launch and beyond. Working closely with various internal teams, you will align efforts to drive value, reduce churn, and support the renewal process, ultimately contributing to the growth and success of the Versaterm ecosystem.
**What You'll Do**
- Engage with the PSM assigned to each business unit to discuss upcoming contract renewals for all products, this includes multi-year and full contracts
- Focus on renewals in Salesforce and provide support for PSMs regarding any blocks or issues related to product use or renewal complications
- Confer dynamically with the Vice President of Partner Success to align strategies and initiatives
- Support data-led models of the customer journey, ensuring all PSMs are aligned with it
- Collaborate with the Vice President of Partner Success and the Partner Success Renewal Manager to determine relevant metrics, health scores, and KPIs for each account, the entire PS Team, and their alignment with the Versaterm Public Safety ecosystem
- Collaborate with sales, product, marketing, legal and finance teams to support strategies across the Versaterm ecosystem aimed at increasing ROI
- Perform other duties as assigned by your manager(s)
**What You'll Bring**
- Proficiency in use of Office 365, Microsoft Teams, and Salesforce
- 5-7+ years of experience in customer success or customer experience with preference given to public sector customer
- 3+ years experience leading a team of customer success or customer experience professionals
- Exceptional time management skills
- Excellent written, verbal, and interpersonal communication skills
- Strong attention to detail
- Bachelor's degree in Business, Public Administration, Computer Science considered an asset
**You'll Succeed if You Have**
- A strong desire to provide exemplary customer service
- Project management experience
- Public or civil public safety experience
- The ability to prioritize and multi-task
- Data analysis experience
- Excellent communication skills and the ability to hold executive-level internal and external conversations that drive business and move relationships forward
**Nice to Haves**
- Experience with Salesforce and/or Gainsight software
**Equal Opportunity
