Customer Success Manager

at  Genasys Inc

Position Overview US Remote, Eastern Time Zone Preferred Full Time
Genasys is a global provider of critical communications systems and solutions that help serve people who protect and save lives. Genasys provides a multichannel approach to deliver evacuation tools, geo-targeted alerts, notifications, instructions, and information before, during and after public safety threats and critical business events. The Company’s unified critical communications platform includes Genasys ALERT Mass Notification, EVAC emergency evacuation resources, CONNECT real-time collaboration, LRAD® long-range voice broadcast systems, and more. If you’re looking to join a diverse team where your day-to-day work has an immediate direct impact on millions of people in the community, read on.

MINIMUM QUALIFICATIONS

• 3+ years’ experience in a Customer Success client-facing role, managing relationships within a SaaSbusiness
• A proven track record of building successful customer success programs that drive high levels ofsatisfaction, retention and expansion
• Ability to lead multi-agency teams and facilitate collaboration amongst diverse groups to drive themtoward a common goal
• Must be comfortable with learning and demonstrating technologies and concepts to explain products tocustomers
• Must be comfortable and familiar with using office tools. (MS Suite, Slack, Zoom/Teams, Confluence,etc.)
• Demonstrated experience managing projects or programs
• Ability to travel to customer sites for onboarding session (~15%)
• Interested in helping government agencies and corporations solve problems within emergencymanagement

PREFERRED QUALIFICATIONS

• Provide subject matter expertise on evacuation management and mass notification best practices
• Public speaking and/or Public Information Officer (PIO) experience
• Experience working with multi-agency incident commands on large evacuations
• Demonstrated experience writing and executing grants to fund agency needs
• Experience in fire services, law enforcement, or emergency management/public safety
• Experience as a participant in emergency evacuations
• Experience with mass notification systems such as GEM, Code Red, Everbridge, etc.
• Rich set of connections and relationships built through a career in public safety

You will be responsible for inspiring our customers and finding ways to increase engagement and make them successful. You will bring your industry knowledge and relationships with fire, law, and OES to help guide customers, marketing, and product decisions. You will lead multi-agency teams in the integration of Genasys products with their surrounding agencies.

• Own overall customer onboarding by facilitating kickoff meetings and influencing customer engagementthrough the process.
• Analyze data and metrics to drive customer engagement and growth
• Become an expert in Genasys applications and evangelize products to customers
• Develop/run product trainings both in person and virtually: webinars, articles, handbooks, and videos
• Provide customer support during live incidents, potentially onsite
• Develop and facilitate local and regional multi-hazard training drills
• Be the voice of the customer by gathering and sharing product feedback from customers with internalGenasys teams to improve our products
• Work closely with the Genasys Customer Success team of engineers, project managers, trainers, GIS,and enablement professionals to make the customer experience seamless and unified