Partner Success Manager

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.

In the past 2 years, Versaterm Public Safety has acquired 9 incredible companies in the public safety space to create a suite of applications like no other. This position will provide continuous support and exemplary customer service to our incredible public sector clients in their ongoing efforts to best serve our communities.

The Role

The Partner Success Team at Versaterm works with our partner agencies in advocation of achievement of their unique goals. We ensure that we are providing the best partnership possible from adoption to value realization. The Partner Success Manager (PSM) is the main point of contact for our clients and has the primary responsibility of providing excellence in customer service within the well-defined Partner Success functions.

This position can be based in either of our offices in Mesa, AZ, or Lexington, SC, or performed remotely from a home office. For candidates located near one of these offices, a hybrid work model will be required. Preference will be given to candidates who are available to work on-site.

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What You'll Do

• Own and manage long-term partnership with a portfolio of partner agencies from post-sale to product launch and beyond
• Serve as point of contact for assigned partners
• 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 a Partner Success: drive value, reduce/manage churn, and support the renewal process 
• In cooperation with the Manager 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 with the goal of increasing ROI

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What You'll Bring

• Proficiency in use of Office 365, Microsoft Teams, and Salesforce
• 2-5 years of experience in customer success or customer experience with preference given to public sector customer base
• 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 Gainsight software

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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 info@versaterm.com.