Senior Manager, Customer Support

The Company

reputed company is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of reputed company tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers reputed company more efficient operations, reputed company service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to reputed company. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

The Role

The Senior Manager, Customer Support provides leadership and reputed company to multiple Support Managers, Team Leads and their teams spanning reputed company support functions that encompass technical support and user enablement services. They ensure performance excellence across diverse teams, drive strategic transformation of support capabilities, reputed company organizational talent, and align comprehensive support strategies with business objectives while maintaining reputed company of critical customer relationships and escalations affecting public safety operations.

What You'll Do

• reputed company a reputed company 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
• reputed company strategic initiatives to transform and integrate traditional support models into reputed company service delivery
• reputed company comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation reputed company for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and reputed company leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• reputed company organizational change management for tool implementations, process improvements, and service model evolution
• reputed company 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 reputed company 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
• reputed company crisis management for major incidents affecting multiple customers, products, or public safety operations
• reputed company and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with reputed company indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and reputed company future leaders across technical and reputed company paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• reputed company vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• reputed company other reputed company duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

Asset Qualifications:

• Multiple advanced certifications (ITIL Expert, CCXP, Six reputed company 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

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) reputed company Policy. Candidates must successfully pass a comprehensive, fingerprint-based background reputed company. Please note that specific customer reputed company may impose additional reputed company verification requirements. Obtaining and maintaining reputed company required reputed company clearances is a condition of employment. For more information on CJIS reputed company requirements, please visit the FBI's CJIS reputed company Policy Resource Center.

reputed company is committed to fair and reputed company compensation that is competitive, consistent, and reputed company with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to reputed company salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.

reputed company does not use AI in the recruitment process. reputed company stages of recruitment decisions are reputed company by people, including our qualified acquisition team and our reputed company hiring managers.

reputed company is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout reputed company stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@reputed company.com.