Customer Success Director (Hospital/HealthCare Focus)

SoundThinking, Inc. (formerly ShotSpotter) is a leading public safety technology company that is dedicated to helping law enforcement and communities work together to create safer neighborhoods. Using innovative technology and data-driven solutions, the company empowers public safety agencies with insights, tools, and resources to enhance response times, reduce crime, and build trust with the communities they serve. The company’s SafetySmart™ Platform provides a broad scope of technical capabilities to support the safety efforts of agencies and facilities.

SafePointe is an AI-based weapons detection system designed for high throughput facilities. Unlike bulky legacy metal detection, SafePointe’s discreet form factor sensors enable guests and employees to quickly pass unobtrusively without disruption or the need for security personnel stationed at entrances. SafePointe’s ability to quickly screen individuals and their bags at a lower overall cost of ownership than manned detectors makes this weapons detection system the best option for hospitals, casinos, higher education, corporate locations, museums, and warehouses.

SoundThinking has been designated a Great Place to Work® Company.

Position Overview

SoundThinking is looking for a passionate, experienced professional familiar with the unique skills of managing facility security operations for hospitals and healthcare facilities 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.

Essential Duties/Responsibilities

• Leverage expertise and experience in hospital 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 customers 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.
• Coordinate and lead Annual Account Reviews and Quarterly Business Reviews as needed.
• Collaborate with the internal Customer Support department to efficiently resolve customer issues.
• Available for extensive travel – approx. 50% of time

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)
• 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.

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

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. 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. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at [email protected] for assistance.

The above salary is based on a good faith estimate made at the time of publication and may be modified in the future. The pay offered to a candidate may vary within this range depending on factors such as education, experience, and geographic location.

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