Customer Success Advisor

2 weeks ago

Ottawa, Canada Versaterm Full time

**THE COMPANY**
Versaterm is an Ottawa-based vertical market software company that has been in business for over 40 years. We provide industry-leading products in mission-critical areas for Police, Fire and EMS agencies across North America and the Caribbean.

As a result of significant growth, we are looking for top notch professionals to join us during this exciting time. Our clients relay on us to provide exceptional 24/7 support, and we depend on a team of top-notch professionals who are dedicated to client service excellence.

**THE ROLE**
The Customer Success Advisor position is essential in shaping the customer experience and customer satisfaction for all client initiatives after initial onboarding.
Customer Success Advisors take on management of client product upgrades and provide front-line, non-technical support for all clients across the entire Versaterm Public Safety product line. They work with the client evolution teams to identify opportunities to enhance the customer experience and implement add-on functionality to take advantage of the evergreening of the product suite.
Please note that we are looking for two to three individuals to join the team in a full-time capacity. The work can be performed remotely but preference will be given to those working out of our Ottawa Ontario or Mesa, Arizona offices.

**THE IDEAL CANDIDATE**
If you are someone with a public safety background who has worked intimately with Versaterm products, ideally as a member of the initial onboarding project team, a front-line operational support resource or a trainer for users of our products, this is the career for you

**ROLE REQUIREMENTS**
- Understanding of public safety software systems and law enforcement/Fire/EMS practices
- Proven customer support experience
- Excellent written and oral English language skills
- Knowledge of JIRA, Confluence, Kantata or CRM systems will be considered an asset
- Knowledge of CAD, RMS and Mobile Applications (Versaterm products specifically would be an asset)
- Passion for public safety
- Ability to travel to provide on-site services

**KEY COMPETENCIES**
- Intense focus on customer service with the desire to go above and beyond to meet client demands and project deadlines
- Ability to multitask, prioritize and manage time efficiently
- Independent worker and team collaborator
- Excellent communication, listening and problem-solving skills
- Effective conflict management skills
- Ability to forge robust internal and external partnerships

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