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