CS-OPS Implementation Lead

The Company

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive 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 achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. 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 Implementation Lead for Case Service supervises a team of implementation managers tasked with configuring, deploying, and supporting the CommunityReport and CallTriage solutions. This role oversees multiple implementation projects, stepping in to manage projects directly when necessary. Responsibilities include evaluating client needs, defining project scope, estimating costs, and developing detailed project plans and timelines. The Lead ensures projects are delivered on schedule, within budget, and to client satisfaction, while addressing and resolving escalated issues during or post-implementation. They troubleshoot challenges, propose solutions, and may support pre-sales activities, such as product demonstrations or proposal development.

Additionally, this position manages the full portfolio of CommunityReport and CallTriage implementation projects, as well as ongoing client support. The Lead fosters relationships with internal and external stakeholders, collaborating closely with sales teams and technicians to clarify project requirements and resolve delivery ambiguities. They are accountable for planning project stages and deadlines, ensuring alignment with all involved parties.

What You'll Do

Main responsibilities, but not limited to:

• Maintain oversight of all projects to ensure they are leveraging Versaterm standard tools/processes and are aligned with corporate goals.
• Plan and facilitate routine team meetings to align the project team to methods and goals and to track project tasks, keeping information up to date to provide accurate and precise information to the management team.
• Monitor task completion status to Identify at risk project tasks and to develop mitigation plans ensuring all projects are delivered on time, within scope and budget
• Tracking, updating, and reporting of project status in Versatem's project management tool
• Stay informed of customer initiatives that impact the operational success of the technology.
• Coordinate and assist in the resolution of customer support incidents and requests.
• Perform analysis on issues that may arise with complementary and/or partner technology.
• Train other Customer Onboarding staff with technical skills for deployment and support tasks.
• Aid in the design and management of conversation maps in Dialogue Framework (DF).
• Assist in the management of configurations and settings for customer deployments and other activations.
• Monitor adherence to standards for operational security, compliance, and reporting requirements.
• Identify and communicate opportunities to Product for value-added features and enhancements.
• Support the initial vetting and documentation of product suggestions from various sources.
• Respond to inquiries from VPS executives and Sales staff on targeted opportunities.
• Collaborate with Engineering to troubleshoot or replicate issues that may require software changes.

What You Bring

• Minimum of 5 years of Project Management experience in Public Safety Software deployments.
• Skilled in identifying critical issues, mitigating risks, and resolving challenges while collaborating with assigned project technical resources to ensure successful delivery.
• Adept at managing both team and customer expectations throughout the entire project lifecycle.
• Willing and able to travel on-site to law enforcement agencies for up to 25% of the time.
• Capable of obtaining a security clearance.
• Must be a U.S. or Canadian citizen and reside in the U.S. or Canada.

You'll Succeed If You Have

• Commitment to high levels of customer service and professionalism.
• Demonstrated self-accountability for errant actions and corrective measures.
• Have the ability to multitask, prioritize, manage time efficiently, work independently but also collaborate well with others.
• Outstanding communication and problem-solving skills.
• Strong relationship-building skills and possess genuine empathy for others.
• Understanding of public safety software systems and law enforcement best-practices.
• Understanding of how to use internal support systems (MS Office, JIRA, Confluence, Kantata, etc.)

Equal Opportunity

Versaterm is committed to building and supporting inclusion, diversity, and 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 [email protected].