Customer Success Director, SafePointe

Position Summary

SoundThinking is seeking a seasoned professional with expertise in facility security operations, particularly in healthcare and hospitality sectors, to serve as a trusted advisor and consultant for our clients. The ideal candidate will leverage their experience to drive value through the integration of SafePointe solutions.

Essential Responsibilities/Duties

• 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 to validate business case value and support contracting.
• Cultivate and maintain strong relationships with assigned SoundThinking accounts, building relationships with multiple customer stakeholders from the head of security to 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 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.

Minimum Qualifications

• 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).
• 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.

Location

Ideal candidates live in the Midwest or Eastern region of the US.

Compensation

At SoundThinking, we are committed to equitable compensation practices and consider a variety of factors, including skills, experience, and work location. Hybrid Workplace: SoundThinking follows a hybrid schedule for employees who live within 50 miles of one of our office locations, including Fremont, CA, Tucson, AZ, Washington, D.C., Orlando, FL, or Iselin, NJ. Employees are expected to work onsite for a minimum of 3 days per week, with specific in-office days dependent on the office location. The Company reserves the right to modify, adjust, delete, add, or change this policy at any time.

Note

The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

EEO Statement

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Drug-Free Workplace Policy

SoundThinking maintains a drug-free workplace policy. SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge.