Partner Success Manager, RMS

THE COMPANY

Versaterm Public Safety is a software company that has been in business for over 40 years. We provide industry-leading products in mission-critical areas for Police, Fire and EMS agencies across North America and the Caribbean. As a result of significant growth, we are looking for top notch professionals to join us during this exciting time. Our clients relay on us to provide exceptional 24/7 support, and we depend on a team of top-notch professionals who are dedicated to client service excellence.

THE ROLE

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

WHAT YOU'LL DO

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

ROLE REQUIREMENTS

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

KEY COMPETENCIES

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

EQUAL OPPORTUNITY

Versaterm Public Safety is committed to building and supporting inclusion, diversity, equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact [email protected].