American Society of Crime Laboratory Directors (ASCLD)

Senior Manager, Customer Support

American Society of Crime Laboratory Directors (ASCLD)

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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

Requirements

  • 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
Benefits
  • Comprehensive benefits offering
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KPI monitoringSLA developmentbudget managementcrisis managementquality assurance frameworkssupport strategy developmentcross-trainingprocess improvementemerging technologies adoptiondata integration
Soft Skills
leadershiprelationship buildingorganizational change managementmentoringcollaborationinnovationversatilityexcellencestrategic thinkingcommunication
Certifications
ITIL ExpertCCXPSix Sigma Black Beltexecutive leadership trainingMBA