Manager, Customer Support and Project Delivery

The Role

The Manager, Customer Support and Project Delivery is responsible for leading a team of Partner Success Specialists (PSS) who support Versaterm's existing CAD/RMS customers through two critical workstreams: non-technical customer support and post-deployment project coordination. The PSS team provides responsive, customer-focused support by managing incoming inquiries, monitoring Jira tickets, and ensuring consistent, professional communication. In parallel, the team serves as project coordinators and subject matter experts for ongoing customer initiatives such as system upgrades, vCloud migrations, and interface integrations.

This role ensures both support and project functions are delivered with operational excellence by providing team coaching, performance management, workload balancing, and proactive risk mitigation. The Manager works cross-functionally with Partner Success Managers, Product, and Implementation teams to ensure partner needs are surfaced and addressed throughout the customer lifecycle. This position is essential to maintaining partner satisfaction and retention by ensuring the PSS team delivers consistently high service and value across all engagements.

What You'll Do

• Provide day-to-day supervision, mentorship, and coaching for the Partner Success Specialist (PSS) team.
• Conduct regular 1:1 meeting to review Jira tickets, project schedules (Kantata), performance objectives, and partner health indicators.
• Manage onboarding plans (30/60/90 day) for new hires.
• Coordinate with PS Leadership to recruit, onboard, and mentor new PSSs as needed.
• Monitor and manage team workload in Kantata, ensuring balanced task distribution and bottleneck resolution.

• Own and evolve the PSS playbook, team Confluence space, and document standard processes and workflows.
• Partner with leadership to refine team roles, SOPs, and training curriculum.
• Ensure PSS adherence to processes across Jira, Kantata, vConnect, Confluence, and SharePoint.

• Coordinate resource planning for client upgrades, patch releases, and add-on deployments.
• Monitor Kantata resource allocations and staffing plans to ensure availability aligns with project needs.
• Ensure projects are properly configured in Kantata and reviewed regularly for audit, health, and risk indicators.
• Lead post-upgrade/project reviews and apply lessons learned to improve processes.

• Oversee Jira ticket queue to ensure timely, professional resolution and communication.
• Act as escalation point for complex or high-risk non-technical issues.
• Proactively monitor and prioritize aging or high-impact tickets (10 days open or 30 days active).
• Review product suggestions for completeness and business relevance; manage follow-up discussions with Product.
• Facilitate internal product suggestion meetings and communicate outcomes to Product Owners.

• Partner with PS Leadership to identify trends in customer sentiment and internal team performance.
• Promote cross-functional transparency by ensuring timely communication of key updates, risks, and delays to Partner Success Managers (PSMs).

• Lead planning and execution of CAD/RMS-related webinars and learning sessions.
• Oversee Versaterm Academy content; work with SMEs to maintain up-to-date and relevant training materials.
• Maintain accurate agency touchpoints and health scores in Salesforce.
• Continuously improve customer experience by tracking satisfaction, engagement, and retention.

• Champion use of internal documentation (SSI pages, knowledge base articles, playbooks).
• Lead internal knowledge-sharing sessions to upskill and inform the PSS team.

• Collaborate with leadership to define and track key performance indicators (e.g., ticket aging, project delivery timelines) to assess team effectiveness and drive accountability.
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

What You Bring

• Bachelor's degree in Business, Public Administration, Project Management, or a related field.
• 5-8 years of experience in customer success, public safety systems, or professional services; 1-3 years in a team leadership or supervisory role.
• Strong knowledge of Jira, Kantata, Confluence, Salesforce, and SharePoint.
• Experience with CAD/RMS systems (Versaterm preferred) is an asset.
• Demonstrated success in project coordination, support operations, or deployment planning.
• Proven ability to coach and manage performance across a distributed team.
• Excellent written and verbal communication skills; ability to communicate professionally with internal and external stakeholders.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Analytical mindset with experience defining and tracking team metrics and KPIs.
• Collaborative approach with a demonstrated ability to lead cross-functional initiatives.
• Ability to thrive in a fast-paced, customer-focused, mission-critical environment.

This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and 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, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.