Director of Command Center Software (Operations and Renewals)
About The Position
The Command Center Software (CCSW) Operations & Renewals department is a mission-critical operational unit responsible for securing and growing the recurring revenue engine across our public safety software ecosystem. Managing a diverse portfolio that spans the entire incident lifecycle—from emergency 9-1-1 call handling and computer-aided dispatch (CAD) to digital evidence management—this department ensures that life-saving agencies remain continuously supported, compliant, and equipped with the latest technology. As the Director of Command Center Software Operations & Renewals, you will lead the strategic evolution and execution of the renewal motion for our Command Center Software (CCSW) ecosystem. This mission-critical suite manages the entire incident lifecycle, from 9-1-1 call handling to digital evidence filing. In this leadership role, you will merge operational excellence with data-driven strategy to achieve significant financial targets. You will be responsible for framing and parsing complex data sets, driving major process and data transformation initiatives, and managing the end-to-end contract lifecycle across both direct and channel partner relationships.
Requirements
- Bachelor’s Degree with 10+ years of experience in Sales, Operations, Renewals, or Customer Success. OR 12+ years of experience in Sales, Operations, Renewals, or Customer Success
- 5+ years of leadership experience
- Proven track record managing high-volume SaaS subscriptions and complex recurring revenue models.
- Advanced experience with Salesforce, Tableau, and Business Intelligence tools.
- Expert ability to "frame and parse" data from complex landscapes involving multiple disparate databases (e.g., 4+ contract and sales databases).
- Deep familiarity with Public Safety software (e.g., CAD, 9-1-1 Call Handling, Records, or Jail Management).
- Extensive experience managing direct and channel sales renewals, specifically driving growth through sales enablement and go-to-market planning.
- Exceptional ability to distill complex information across all organizational levels, from frontline staff to executive leadership.
Responsibilities
- Manage and oversee a high-performing organization of 30+ employees, including 5+ frontline managers.
- Finalize the Renewal Job Family Recommendation and team structure (headcount model & playbook) for Mobile Video.
- Conduct quarterly team trainings to enhance product knowledge and advanced renewal strategies.
- Execute top-performer leadership advocacy.
- Act as the primary liaison for the department, translating complex operational data into clear, pertinent updates for stakeholders at multiple organizational levels.
- Drive the renewal motion(s) with end-to-end execution for core Lines of Business (LOB), including Callyo, CSR, Cyber Enterprise, Rave, ECH, Smart apps, and RapidDeploy.
- Provide visibility and tracking for broader CCSW LOBs, including Aware, Evidence, Flex, PremierOne, 10-21, Drones (CAPE), Brinc, Cyber - Software MDR, and Cyber - Lunarline.
- Act as a solution specialist, partnering with sales teams to identify expansion opportunities during the renewal cycle.
- Operates with full autonomy to identify systemic challenges, architecting solutions that align with the broader CCSW mission.
- Continuously evaluate and improve internal workflows and tools.
- Drive the Contract Cleanup Data Strategy to decrease expired contracts.
- Formalize and implement "Expired Non-Support" processes for direct and channel partners.
- Manage the end-to-end contract lifecycle alongside internal stakeholders and channel partners to ensure accuracy and consistency.
- Publish quarterly Executive Renewal Dashboards providing actionable insights to the C-suite, along with a quarterly churn report for the CCSW portfolio.
- Oversee the migration of all Command Center Software LOBs to Salesforce for renewal data, creating time-bound, monthly milestones.
- Roll out an automated renewal forecast model/file for real-time tracking
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
