Customer Success Manager, Capitol Region (Public Safety, Remote)

| Greater NYC Area

 

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Customer Success Manager (Public Safety)

RapidSOS is hiring! Join an advanced emergency technology start-up in transforming emergency response for hundreds of millions of people globally.

In partnership with public safety, RapidSOS has created the world’s first emergency response data platform that securely links life-saving data from 350M+ connected devices directly to 911 and first responders in an emergency.

Through the platform, we’re providing intelligent data that supports over 4,800 Emergency Communications Centers, protecting 90%+ of people in the US, across 150 million emergencies annually.

Partnering with innovative companies recognized as RapidSOS Ready, we’re striving to reach everyone. Together, we’re empowering a faster and smarter response by sending first responders critical data like your exact location, real-time health information, and crash data. We’re united in our commitment to a safer, stronger future where technology and people work seamlessly together to save lives.

RapidSOS is backed by top venture capital firms and the former C-suite of Apple, AT&T, Verizon, Vodafone, Virgin Group, Lucent, Raytheon, the FCC, Harvard Data Initiative, and MIT.

Video: RapidSOS 3-Min Summary Video

RapidSOS in the last 18 months:

  • Launch in multiple countries internationally 

  • Doubled team size 

  • Grew revenue 10x+

  • Raised $100M+

  • Managed 200M+ emergencies (on average 400K/day) 

  • Helped save thousands of lives  

What this role is about:

The role of the Customer Success Manager is to identify and own tactical initiatives focused on PSAP coverage and utilization that support the KPIs of the entire public safety team.

As the Public Safety Customer Success Manager, you'll be working primarily with Public Safety Answering Points (PSAPs) with education, deployment and support of RapidSOS solutions for delivering location & additional data to where it's needed most: 9-1-1 call-takers and dispatchers who are answering calls and saving lives. You'll be responsible for a multi-state territory where PSAPs receive access to the RapidSOS Emergency Data Platform through software integrations with RapidSOS Public Safety Vendor Partners and our own API(s). Additionally, you will represent the needs and desires of Public Safety in the product development process for new additional data interfaces and services.

 

What you'll do:

  • Lead the deployment and integration of RapidSOS into 9-1-1 centers in your assigned geographic territory 

  • Provide on-site support for deployments with new vendor partners or new integration mechanisms to conduct acceptance testing on live 9-1-1 systems, ensure success, and collect feedback

  • Work cross-functionally within the public safety team and the organization to support the mission of RapidSOS

  • Participate in major industry conferences and standards development groups (NENA, APCO)

  • Act as an advisor or consultant to public safety agencies and representatives to provide solutions for emergency response challenges 

  • Provide Administrative training for RSOS products and services

  • Identify agencies with low utilization and initiate targeted communications to help improve utilization

  • Reach out to strengthen relationships, make contact, solicit feedback for product ideas and improvements.

  • Support pilot/beta sites during deployment, testing and utilization of new initiatives

What we’re looking for in our ideal candidate:

  • Thorough understanding of how a 9-1-1 PSAP operates and the technology used

  • In-depth familiarity with CPE/Call-taking, CAD, Mapping and other PSAP technology as well as emerging Public Safety Communications Technology (Text-to-911, NG911 / NENA i3 standard)

  • Experience in Public Safety business development is preferred but not required

  • Understanding of wireless location technology (ALI, aGPS, device-based hybrid, AML) and practical implications for the PSAP

  • Experience in planning and conducting upgrades or replacements of mission-critical systems during ongoing 24x7 operationsOutgoing personality and strong written and verbal communication skills

  • Ability to learn quickly and work remotely / independently

  • Strong ability to self-start and multitask

  • Excitement and passion for a rapidly evolving public safety environment

  • Adaptable to new workflows and responsibilities

  • Ability to travel frequently - pending Covid-19 restrictions 

What we offer:

  • The chance to work with a passionate team on solving one of the largest challenges globally

  • Competitive salary and benefits and equity participation 

  • A dynamic, flexible and fun start-up work environment with a highly talented team

If you're curious to learn more about RapidSOS, you can check out our full press list

This role cannot be performed in Colorado at this time.

#LI-Remote

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AWSLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • GainsightAnalytics
    • InVisionDesign
    • SketchDesign
    • Aha!Management
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM

Location

3 Park Ave, Fl 22, New York, NY 10016

An Insider's view of RapidSOS

What’s the vibe like in the office?

I’m really psyched to work here - whether it is from home or at the office. Our work is intrinsically aligned with many things I deeply care about; it's a constant driver and motivator. I'm sure all my co-workers feel the same way. The work culture is lively and there's nothing better than solving critical challenges with intelligent folks.

Drew

UX/UI Lead

What's the biggest problem your team is solving?

I come with over 17 years of experience in Public Safety. During my 14 years at the dispatch console, I realized that location is the #1 driver in 911. Without location data, everything stops. Working for a company that makes its MISSION to provide lifesaving tools such as accurate location, additional data, and demographics has been amazing.

Jennifer

Public Safety Regional Manager

How has your career grown since starting at the company?

Working side by side with extremely talented and experienced co-workers at RapidSOS has helped me grow from a new graduate engineer to a mission-critical project owner. High standards for quality, passion for the mission, and a culture of ownership create an environment where team members help each other become better every day.

Jordi

Software Engineer

How do you empower your team to be more creative?

I empower my team to lead impactful projects that push them to think outside the box and, in doing so, tap into their creative and analytical minds. This seeds impressive outcomes that project leads can be proud to own and that push our organization to keep thinking beyond the status quo.

Jessica

VP, Strategy & Global Partnerships

What’s the vibe like in the office?

The vibe in the office is very energetic. Coming from investment banking, it was like walking into a completely different universe. You see teams collaborating in breathtaking conference rooms and while others play table tennis to reset their day. From our inclusive events to Lunch & Learns, I look forward to working with everyone.

Faizan

Strategy & Operations Associate

What are RapidSOS Perks + Benefits

RapidSOS Benefits Overview

At RapidSOS, we strive to take care of our employees so that they can focus on what matters most: building a world-class organization committed to saving lives every day. Our ever-evolving perks & benefits program is designed to be competitive in the market, as well as target the unique needs and desires of our employees.

Traditional benefits include health insurance, dental/vision plans, a 401(k) program, and parental leave, in addition to unlimited PTO for folks to recharge. We also encourage employees to participate in our physical/mental wellness programs along with our professional development programming.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Our perks program is ever-changing! It is designed to fit the current needs of our employees because we understand that one size doesn’t fit all! As COVID changes our personal and professional lives, the People Team spends a great deal of time creating and implementing inclusive programming from company-wide virtual lunch hours and holiday celebrations to fitness challenges. Seasons change and so do perks!