Local Customer Success Manager, Prepared
$70-75k
+ Equity
Providing real-time data to emergency services
Job no longer available
Providing real-time data to emergency services
21-100 employees
Job no longer available
$70-75k
+ Equity
21-100 employees
Company mission
Prepared's mission is to build software that saves lives, facilitating rapid emergency service response by providing real-time data at emergency locations.
Role
Who you are
- Experience: 3+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries
- Communication Skills: Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights
- Problem-Solving: Strong analytical skills and the ability to creatively solve customer needs and drive product adoption
- Relationship Building: Proven track record of fostering relationships with key decision-makers and stakeholders
- Adaptability: Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company
- Tech-Savvy: Ability to quickly learn and become proficient in new technologies and systems
- Customer-Centric: Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs
- Nice to have: direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems)
What the job involves
- As a Local Customer Success Manager (CSM) you will play a pivotal role in ensuring customer satisfaction and driving long-term success
- You will act as the primary point of contact for our customers, responsible for helping them maximize the value of our solutions and services
- Your deep understanding of public safety operations, particularly in the 911 space, and commitment to providing world-class service will help us build lasting partnerships and deliver tangible outcomes
- Onboarding & Training: Guide new customers through the onboarding process, ensuring seamless integration and a strong initial experience with our platform
- Customer Relationship Management: Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals
- Advocate for Customers: Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development
- Proactive Engagement: Regularly check in with customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience
- Product Expertise: Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs
- Customer Retention & Growth: Focus on customer retention by ensuring high satisfaction, and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes
- Performance Tracking & Reporting: Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices
- Issue Resolution: Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience
- Customer Success Strategy: Assist in refining and implementing the customer success strategy, tailoring approaches based on customer feedback, industry trends, and specific 911-related needs
Our take
Every day, half a million Americans call 911 to report an emergency, and whilst emergency services save lives, their speed and effectiveness are limited by technology. Even though most emergency phone calls are made on smartphones, emergency departments rely exclusively on the anecdotal data provided during phone calls.
Prepared provides a real-time data system for emergency services, allowing 911 callers to livestream, text photo/video messages over SMS, provide pinpoint-accurate GPS location in DMS format and integrate into existing PSAP processes easily. In doing so, Prepared empowers 911 operators to deploy the most effective response for both emergency and non-emergency situations.
The company has shown the potential to significantly innovate upon emergency services (which have traditionally lacked funding). It has also avoided the often long cycle of government procurement by offering the service for free, and currently has over 200 cities signed up, across 40+ states (representing around 20 million citizens). It is unclear how the company will monetise in the future, but it has mentioned a possible freemium element to its service down the line, whilst substantial funding from Andreessen Horowitz, awarded in 2024, will help it to expand its platform.
Freddie
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Work on technology that has and will directly save lives
- Work with a small, exceptionally smart team
- Meaningful equity at an early stage company
- Apple equipment
- Full healthcare coverage
- Unlimited PTO
- Dental
Company HQ
Midtown East, New York, NY
Leadership
Michael Chime
(Co-Founder & CEO)Mike was chosen as one of 24 world wide to be recognized as a Thiel Fellow. He was awarded a $100,000 scholarship to drop out of Yale University and pursue Prepared.
Dylan Gleicher
(Co-Founder)Dropped out of Yale University studying Computer Science to found Prepared. Dylan loves writing exceptionally high quality code and plays competitive ping pong.
Neal Soni
(Co-Founder)Dropped out of Yale University studying Computer Science to found Prepared. Neal was formally a national champion in Taekwondo and loves rock climbing.
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