Partner Success Specialist

The Role

Under the supervision of the Case Service- Operations (CS-OPS) Implementation Lead, your role will be to take charge of entire implementation projects of the CommunityReport and/or CallTriage software and ongoing client support of the solutions. To do this, you will have to manage relationships with all stakeholders involved in the delivery and continued use of the project in accordance with the client's objectives and needs. You will need to work closely with sales representatives and technicians to understand project requirements and resolve any ambiguities related to their delivery. You will be responsible for planning the stages and deadlines of all projects, in collaboration with the various parties involved.

The Partner Success Specialist is a tech-savvy law enforcement professional serving as a subject matter expert responsible for deploying our Case Service Products (CommunityReport and CallTriage), that automate citizen engagements with the public.  In this role, the Partner Success Specialist must become very proficient with the products, inclusive of its features, configurations, infrastructure, and troubleshooting processes. While this position does not require a software developer, it does need technological proficiency to create and manipulate elements of the system using our conversation authoring platform. The Case Service Partner Success Specialist must gain and apply a mix of technical knowledge including programming concepts, basic UI/UX design rules, and how cloud-based software works. They must understand police operations, to include patrol, investigations, records, dispatch, the associated processes, and the points of community engagement that are common to most agencies. They will apply their policing and technical expertise to pre-sales support, agency onboarding, technical support, and quality assurance work.

What You'll Do

Main responsibilities, but not limited to:

• Ensure technical management of projects (planning, organization, achievement of objectives, respect of commitments).
• Plan and facilitate project 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.
• Effectively manage configurations and settings for customer deployments.
• Apply technical skills to affect successful customer deployments and maintain ongoing satisfaction.
• Perform analysis and complete tasks that ensure customers receive maximal solution value.
• Coordinate and assist in the resolution of customer support incidents and requests.
• Understand and apply knowledge of new or enhanced features of the products and platform.
• Remain abreast of customer initiatives that may impact the operational success of the technology.
• Document issues that may arise with complementary and/or partner technology.
• Maintain adherence to standards for operational security, compliance, and reporting requirements.
• Collaborate with Engineering to troubleshoot or replicate issues that may require software changes.
• Train agency trainers, users, and administrators to become proficient with the software features and operations.
• Aid in the design and management of conversation maps in Dialogue Framework (DF).
• Observe and document agency needs, requests and direct change / improvement requests to the product / engineering team.

What You Bring

• 5+ years prior service in patrol operations in municipal or country law enforcement agency.
• Minimum of 3 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

A Partner Success Specialist competencies and qualifications include, but are not limited to the following: 

• Degree/Diploma in Criminal Justice, Management, Information Technology, or related field.
• Commitment to high levels of customer service and professionalism.
• Ability to multitask, prioritize, manage time efficiently, work independently but also collaborate well with others.
• Possess outstanding communication and problem-solving skills.
• Understand public safety software systems and law enforcement best-practices.
• Understand how to use internal support systems (MS Office, JIRA, Confluence, Kantata, etc.)