Senior Manager, Customer Support

Versaterm•Mesa, AZ

About The Position

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.

Requirements

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
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.

Nice To Haves

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

Responsibilities

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