Customer Success Director, SafePointe

SoundThinking, Inc. • Pittsburgh, PA

30d • Hybrid

About The Position

SoundThinking is looking for a passionate, experienced professional familiar with the unique skills of managing facility security operations including those in the healthcare and hospitality industries to serve as a trusted advisor/consultant in driving value for our customers. The ideal candidate will have a high level of interpersonal communication skills and the ability to embrace cutting-edge technology that the SafePointe solution offers.

Requirements

• BA degree or higher in related field required.
• Extensive hospital facility security and safety experience required.
• Experience successfully collaborating with and influencing cross-functional stakeholders, and executives.
• Ability to build relationships at multiple levels, from frontline users to executive stakeholders, with strong empathy for customer challenges and goals.
• Must be team oriented, resourceful, with critical thinking, troubleshooting and problem-solving skills.
• Data-driven and results-oriented, with a focus on process improvement and efficiency.
• Excellent verbal, written communication and presentation skills.
• Proven technical/tools skills (Outlook, Excel, PowerPoint)
• Must be team oriented, resourceful, with critical thinking, troubleshooting and problem-solving skills.
• Prior experience with AI, or readiness to learn and utilize AI tools for job-related tasks.
• Available for extensive travel – approximately up to 50% of the time

Responsibilities

• Leverage expertise and experience in facility security to advise clients on multi-layered security strategies with the inclusion of SafePointe.
• Brief client leadership on outcomes and benefits resulting from the SafePointe system for the purpose of validating business case value to support contracting.
• Cultivate and maintain strong relationships with assigned SoundThinking accounts. This requires building relationships with multiple customer stakeholders from the head of security to the frontline security officers.
• Educate and influence customers to adopt best practices for the integrated use of SafePointe with the overall safety strategy and standard operating procedures.
• Partner with customers to develop outcome measures for the use of SafePointe system.
• Support sales team when requested in sales engagements by sharing prior facility security and safety experience and in addressing strategies and best practices.
• Serve as an internal customer advocate representing the client’s needs and identifying potential product and service opportunities.
• Monitor and analyze lane performance statistics and lead Annual Account Reviews and Quarterly Business Reviews as needed.
• Collaborate with the internal Customer Support department to efficiently resolve customer issues

What This Job Offers

• Job Type: Full-time
• Career Level: Senior