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Public Safety Customer Success Manager - Northeast at RapidSOS
New York City, NY, US

RapidSOS is hiring! Join a rapidly growing advanced emergency technology start-up in solving one of the greatest challenges of our generation:

  • Challenge: Most emergencies globally are managed via 1960s analogue tech (10,000+ fatalities in the US annually when 911 callers can’t even be located) – See John Oliver on the challenge
  • Markets: $100B+ spent annually to have data verbally relayed to 911/first responders via private call centers
  • Customers/Partners: Apple, Google, Uber, Waze, Microsoft, etc.
  • Tech: Integrated into 10k+ public safety software systems – RapidSOS provides a mission critical voice & data platform for 250M Americans – managing ~150M emergencies annually
  • Media: 1,500 news stories in 2018 including most major outlets (Apple Press ReleaseTechCrunchWSJCBSToday ShowNYT, WIRED, Time, FortuneForbes 30U30, etc.)
  • Team: 85 people today (primarily engineering) - MIT, Harvard, Yale, Wharton, Google, Oracle, Microsoft, Argonne & Oak Ridge National Labs, Bell Labs, venture capital, over 40 tech start-ups
  • Investors: $70M of capital raised from preeminent global investors including several top VCs, Microsoft, and former leadership of Apple, AT&T, Verizon, Vodafone, Lucent, Raytheon, and three former FCC Chairmen

Watch the RapidSOS 3-Min Summary Video


What This Role is About:

RapidSOS has many integration options for PSAPs through our own offerings as well as a portfolio of Vendor Partner solutions. Our goal is to provide solutions that fit their existing workflows and provide the most useful data to them. Our Customer Success Team is responsible for enhancing the existing relationship with our customers by providing them with the tools needed to adopt, fully utilize and operationalize their integration. As customer consultants, the team is will also assist customers in adding new integrations to other workflows within the PSAP. We do all of this through training, outreach and feedback and success stories, highlighting our customers and how they are using this life-saving technology.

What You'll Do:

As a Customer Success Manager, you will be assigned a subset of our customers within a territory, and be responsible for regular interaction with them for responsibilities such as:

  • Responsible for onboarding new customers
  • Develop and deliver training content including on-line resources, using technology to expand the reach and effectiveness
  • Pointing them to other Customers in their region and providing them with best practices for using their Integrations into the RapidSOS Clearinghouse
  • Being an advocate for your Customers regarding and issues they are having and capturing input they have for new product features
  • Driving utilization and adoption of RapidSOS products
  • Supporting the Customer to expand their use of the RapidSOS Clearinghouse through additional Integration deployments
  • Tracking the information on each Customer to support a variety of internal and external reporting requirements
  • Supporting our Customer User Group, facilitating sub-committees as needed and hosting regional, face-to-face meetings
  • Communicating new data capabilities to our Customers as they are introduced

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
  • Dynamic, fun work environment with a highly talented team
  • Flexible startup work environment and a fun atmosphere
  • Rapid growth opportunities

What We'd Like to See in Our Ideal Candidate:

  • Clear knowledge and understanding of PSAP operations, technologies, and workflows
  • Energetic, organized, service-oriented
  • Strong problem-solving skills and a can-do attitude
  • High attention to detail with polished visual, written, and oral presentation skills - Fluency in Excel and PowerPoint
  • Strong presentation skills to small and large groups
  • Ability to consult agencies on best use of RapidSOS integrations for many use cases to include benefits for Police, Fire and EMS response
  • Ability to travel 50% of the time, customer visits, conferences and trade shows

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

RapidSOS is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.