SoundThinking

Customer Success Director, SafePointe Job Description

Position Summary: 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.

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.

Minimum Qualifications

• BA degree or higher in a 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.
• 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 equal to or less than 50 miles from one of our office locations, which include Fremont, CA, Tucson, AZ, Washington, D.C., Orlando, Florida, or Iselin, NJ. Employees are expected to work onsite for a minimum of 3 days per week, unless the advertised role has a specific on‑site requirement. The specific days for in‑office are dependent on the office location.

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.

We are required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self‑identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.