American Society of Crime Laboratory Directors (ASCLD)

Customer Success Manager

• The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time.
• This role is accountable for building and scaling a high-performing Customer Success organization operating under a “One Account, One Owner” model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts.
• The Director defines how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment—while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention.
• The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.

Director, Customer Success

Account Executive

• Build, advance, and maintain an active pipeline aligned to annual quota and forecasting expectations
• Target customer segments include Public Safety Answering Points (PSAPs), Fire and Police Services, municipalities and regional authorities, Emergency Operations Centers (EOCs), and organizations requiring mass notification and public alerting capabilities
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• Accurately understand, deliver, and articulate Versaterm’s value propositions to local government agency prospects and decision-makers
• Demonstrate software solutions to agency leadership and end-users
• Operate effectively in a fast-paced, growing business unit while working within Versaterm’s overall sales parameters
• Manage all activity related to your sales opportunities within Versaterm’s Salesforce CRM system
• Stay up to date on the public safety competitive landscape and emerging technologies
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities
• Operate comfortably in regulated environments with long sales cycles, multiple approval layers, and high operational accountability
• Position NG9-1-1 call handling and emergency notification solutions in compliance with Canadian standards, including CRTC directives, provincial frameworks, and telecom partner requirements
• Drive solution-based selling across call handling, UCMS, logging, and emergency notifications, positioning Versaterm as a long-term public safety partner
• Lead complex, multi-stakeholder sales cycles involving procurement teams, technical authorities, telecom partners, and executive leadership
• Collaborate closely with Canadian telecom providers, technology partners, and system integrators to support successful deployments and long-term customer success

Enterprise Account Executive – Canadian 9-1-1, Emergency Notifications

Payroll

• Manage and process payroll for our growing workforce across multiple business entities in both Canada and the United States.
• Accurately process semi-month or bi-weekly payrolls for employees in both the Canada and the US, ensuring compliance with provincial, federal, state, city and local legislations within ADP.
• Ensure timely delivery of payroll services to over 650 employees.
• Administer payroll for multiple entities within the organization, including calculating wages, overtime, bonuses, and deductions.
• Ensure compliance with applicable labor laws, tax regulations, and payroll standards in Canada and the US.
• Perform payroll related reconciliations and audits.
• Prepare and submit payroll tax filings, including T4s, T4As, RL1, T2200s, W2s, W2-Cs, 1095-C and 5500s.
• Monitor updates to tax laws and labor standards in both countries, making adjustments as necessary.
• Address and resolve payroll and benefit related inquiries from employees, such as pay discrepancies, tax withholdings, and benefit deductions.
• Educate employees on payroll processes and policies.
• Maintain payroll systems and databases, ensuring accuracy and security of employee data.
• Collaborate with IT and HR teams to implement system upgrades or integrations as needed.
• Work closely with HR, Finance, and Accounting teams to ensure seamless payroll operations and reporting.
• Assist in audits related to payroll and benefits.
• Identify inefficiencies in payroll processes and implement improvements to enhance accuracy and efficiency.
• Develop and document payroll procedures and best practices.

Payroll Specialist

Customer Advocate

• Serve as a trusted advisor and primary point of contact for enterprise accounts.
• Build deep understanding of each customer’s business goals, organizational structure, challenges, and success metrics.
• Maintain accurate customer contact information; track org changes, decision makers, and stakeholders.
• Prepare and lead standardized quarterly touchpoints and QBRs, driving strategic conversations and showcasing value delivered.
• Align with customers on agency goals, program objectives, and annual business outcomes.
• Review corporate updates, roadmap changes, and trends relevant to the customer’s long-term strategy.
• Establish future meeting cadence; expand executive or stakeholder participation when necessary.
• Provide coaching post implementation to ensure smooth adoption and early value realization.
• Continuously educate customers on new product capabilities, best practices, and industry insights.
• Review usage metrics/telemetry, adoption patterns, and business case impact tied to SLAs.
• Surface whitespace opportunities based on account maturity, use cases, and operational needs.
• Conduct quarterly monitoring of support tickets (e.g., within Zendesk) to identify patterns, risks, or inefficiencies.
• Ensure SLAs are being met and review critical or unresolved support cases during QBRs.
• Track open projects, enhancement requests, and roadmap commitments; ensure transparency and follow through.
• Moderate group meetings (set agenda, establish objectives, capture actions/decisions, collect feedback, and publish recap notes).
• Assist with onboarding by distributing product knowledge materials, playbooks, and tools to accelerate time-to-value for client adoption.
• Partner with Marketing to plan and host webinars; own the end-to-end scaled education flow (promotion, delivery, recording, follow-ups, and content repository).
• Publish the monthly/quarterly newsletter highlighting product updates, best practices, recordings, and upcoming training.
• Share success stories and surface upsell/cross sell signals to Sales/Account Management based on usage patterns, maturity milestones, and customer feedback.
• Coordinate with Product and Support to ensure customers have clarity on status and next steps, attend meetings with product to fully understand product roadmap and planned enhancements.
• Act as the internal advocate for customers—translating their needs into actionable insights for Product, Engineering, Support, and Leadership.
• Deliver and document structured VoC feedback on feature requests, adoption blockers, and market trends.
• Lead renewal conversations with a proactive focus on value, outcomes, and future growth.
• Partner with Sales on cross sell and upsell opportunities, providing talking points and context based on business alignment.
• Maintain awareness of open opportunities, procurement cycles, and Salesforce pipeline activity.
• Maintain clear communication channels with customer stakeholders at all levels.
• Provide timely updates on product changes, best practices, case escalations, and risks.
• Document all key interactions, risks, and opportunities in internal systems.

Customer Success Advocate I

Product Manager

• Define the product's vision and strategic direction, ensuring alignment with company objectives and customer needs.
• Clearly articulate the business case and customer value for each initiative or feature.
• Serve as the recognized subject matter expert on the product, the market, and the competitive landscape.
• Translate product strategy into actionable plans, determining what to build and when to release it.
• Build and maintain a detailed development roadmap for internal teams and a high-level roadmap for executives and customers.
• Gather input from customers, internal stakeholders, and market research to shape the roadmap.
• Partner with engineering and cross-functional teams to ensure delivery meets market needs and quality standards.
• Collect and curate ideas from customers, sales, and internal stakeholders for the backlog.
• Prioritize features by balancing user value, development effort, time to market, and competitive differentiation.
• Track and evaluate product performance including feature adoption, customer satisfaction, and churn/renewal drivers.
• Run trials, pilots, and MVPs to validate assumptions before broader launches.
• Perform ongoing market and competitor research.
• Collaborate internally with engineering, sales, marketing, partner success, support, implementation, finance, legal, and the leadership team.
• Engage externally with customers, end-users, and partners to gather feedback and ensure the product meets real-world needs.
• Promote the product through training, sales enablement, webinars, and direct customer interactions.

Product Manager II – Communications Center Automation

• Build, advance, and maintain an active pipeline aligned to annual quota and forecasting expectations using MEDDPICC for qualification and deal progression.
• Work in a quick, agile growing business unit while working within Versaterm’s overall sales parameters.
• Foster strong connections with customers through regular communication, addressing inquiries, and providing exceptional service.
• Demonstrate software solutions to agency leadership and end-users.
• Leverage AI-driven sales tools and insights to identify opportunities, personalize outreach, and optimize pipeline management, while effectively communicating the value of AI-enabled solutions to public safety agencies.
• Deliver, and articulate Versaterm’s value propositions to local government agency prospects and decision-makers leveraging Challenger Sales principles to teach new insights, tailor value to each stakeholder, and take control of complex buying conversations.
• Use persona‑based value mapping and compelling storytelling that aligns Versaterm’s mission‑critical solutions with the operational, financial, and community‑impact priorities of local government decision‑makers.
• Stay ahead of market trends, competitor activities, and industry developments to adapt sales strategies accordingly.
• Supervise all activity related to your opportunities sales processes within Versaterm’s Salesforce CRM system.
• Effectively organize and prioritize leads, opportunities, and customer interactions to ensure a streamlined sales process.
• Gather customer feedback and insights to contribute to the enhancement of products/services and overall customer satisfaction
• Performs other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities.

Enterprise Account Executive

Communications

• Shape and execute Versaterm's global brand and external communications strategy
• Drive a unified market narrative and brand voice
• Oversee all aspects of external brand and communications
• Develop integrated strategies that align brand
• Lead the development and execution of Versaterm’s communications strategy
• Manage global PR agency partnerships
• Develop strategic communications for senior leaders
• Support internal and external presentations
• Shape communications that connect employees to the company’s vision

Director, Brand and Communications

Customer Support

• Diagnose hardware-related issues and system performance problems
• Manage user access permissions across multiple systems
• Conduct initial investigation of backend database and logic issues
• Coordinate with technical teams while maintaining ticket ownership
• Implement complex features for specific customer workflows
• Customize solutions combining technical configuration and process optimization
• Deliver personalized training on both technical and functional aspects
• Create custom documentation covering technical setup and usage best practices
• Resolve issues requiring both technical fixes and user education
• Analyze problems to determine root cause (technical defect vs. knowledge gap)
• Develop solutions that address both system configuration and user adoption
• Provide comprehensive support for integration challenges
• Document resolutions that include both technical steps and usage guidance
• Participate in on-call rotation for after-hours support
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

Support Specialist II

• Define the product's vision and long-term strategic direction, ensuring alignment with company objectives and customer needs.
• Clearly articulate the business case and customer value for each initiative or feature.
• Lead strategic planning by identifying major areas of investment, building business cases, and securing internal approvals.
• Serve as the recognized subject matter expert on the product, the market, technology trends, and the competitive landscape.
• Use P&L insights to guide roadmap prioritization, ensuring financial targets are considered.
• Translate product strategy into actionable plans, determining what to build and when to release it.
• Build and maintain both a detailed development roadmap for internal teams and a high-level roadmap for executives and customers.
• Gather input from customers, internal stakeholders, market research, and industry insights.
• Partner with engineering, design, and cross-functional teams to ensure delivery that meets market needs and quality standards.
• Establish pricing strategies, define core product positioning and messaging, and drive go-to-market launch plans.
• Collect, develop, and curate ideas from customers, sales, and internal stakeholders for the backlog.
• Prioritize features by balancing user value, development effort, time to market, and competitive differentiation.
• Track and evaluate product performance including sales, feature adoption, and user satisfaction.
• Run trials, pilots, and MVPs to validate assumptions and refine the product before broader launches.
• Perform ongoing market and competitor research.
• Track and evaluate product market performance including sales, renewals, and win/loss data.
• Track and evaluate product financial performance including revenue, operational costs, and P&L impact.
• Track feature adoption, usability, and user satisfaction to drive continuous improvement.
• Collaborate internally with engineering, design, sales, marketing, partner success, support, implementation, finance, legal, and the leadership team.
• Engage externally with customers, end-users, and partners to gather feedback, build relationships, and deliver demos.
• Promote the product through training, sales enablement, webinars, newsletters, and direct customer interactions.
• Act as a product evangelist and build trust as a leader across the business.

Director, Customer Success

Enterprise Account Executive – Canadian 9-1-1, Emergency Notifications

Payroll Specialist

Customer Success Advocate I

Product Manager II – Communications Center Automation

Product Manager II – Communications Center Automation

Enterprise Account Executive

Director, Brand and Communications

Support Specialist II

Senior Product Manager – Standards, Wellness