Customer Success Manager - Smart Response Technologies, I

As the Customer Success Manager (CSM), your number one priority is to ensure a positive customer experience. You will support customers as they transition from sales prospects to active users of Delphini, handholding them throughout every step of the user journey, understanding their needs, and engaging them with our product, from installation to training and timely problem solving. You are the customer’s advocate and will be responsible for making certain client feedback is heard and acted upon in a timely manner by the appropriate internal team member(s). It’s essential that the CSM provides crucial input on optimal workflow and feedback on client satisfaction with the product. Your success is reliant upon taking a pro-active approach towards building close, long-term client relationships that will foster loyalty and new growth opportunities. This position will report to the Chief Marketing Officer and contribute cross-functionally to other internal teams, including sales, marketing, technology development, product implementation, and operations.

Responsibilities:

• As a product expert and authority on public safety, you will be the primary advisor to current customers (B2B) and prospective customers, as well as internal teams, on implementing Delphini as an optimal solution for emergency response challenges from discovery through contract negotiation, product installation and training, and continual customer support.
• Develop an in-depth understanding of Delphini and SRT’s services to effectively communicate their value and ability to meet a prospective customer’s needs.
• Partner with the internal sales leader to understand a prospective customer’s goals and needs, and timeline, from a business and technical standpoint.
• On behalf of existing customers, provide critical feedback and input on efficiency of workflow and timeliness of problem solving. Offer solutions to streamline the process and make it better so that customers’ needs are consistently met to their satisfaction.
• Stay up to date with trends, recent news, regulations, standards and developments in the public safety industry and AI technology to identify growth opportunities and inform strategy.
• Recognize upsell opportunities within existing customers and industry partnerships by identifying gaps and suggesting the ways SRT can resolve them.
• Contribute to cross-functional efforts with other internal teams, including sales, marketing, technology, product development and implementation, and operations.

Ideal candidates will have:

• 10-15+ years of experience in the public safety industry, including 5+ years working in operational/administration leadership in a 911 Emergency Communications Center (ECC) providing multi-discipline services in a multi-jurisdictional geographic area.
• In-depth familiarity with 911 and field responder operational workflows including emergency call-taking and dispatching, radio communications, and other PSAP technology as well as emerging public safety communications technology (AI, text-to-911, MMS, NG911/NENA i3 standard).
• Exceptional organization, writing skills, and attention to details.
• Excellent interpersonal communication skills with the ability to lead group discussions and build consensus with people across all levels in person or via video chats and phone calls.
• Self-motivation and a positive attitude with the ability to problem solve with patience and persistence.
• A desire to work hard and be of service, someone who will jump in as needed to the benefit of the team.
• Experience with MS Office, MS Teams, and Salesforce.