Client Success Manager

Summary:

As a Client Success Manager, you will be responsible for driving long-term client success, retention, and expansion across the ALERTWest platform. This role serves as the primary point of ownership for client relationships, ensuring customers realize measurable value from the system through proactive engagement, structured onboarding, and ongoing operational alignment. You will lead regular client interactions including onboarding, training, and recurring business reviews, while identifying opportunities to expand usage, improve workflows, and strengthen integration into agency and utility operations. This role requires a strong balance of relationship management, technical understanding, and operational coordination to ensure clients are fully leveraging ALERTWest capabilities.

You will also act as the internal voice of the customer, translating field feedback into actionable insights for product, engineering, and operations teams. Success in this role is measured by client satisfaction, platform adoption, retention, and expansion across accounts.

Additional information:

• This position is a full-time position on-site at our office in Chico, CA. Occasional adjustments based on client needs and operational priorities
• This position is a 5/8’s schedule that sometimes requires adjustments to work on the weekends
• You will be expected to work some overtime on a regular basis, and significant overtime on occasion
• Occasional travel required for in-person client trainings, site visits, and industry conferences

Minimum Essential Duties and Responsibilities

Note: This job description may not cover every task and duty expected of the employee. In fulfilling the responsibilities outlined herein, employees may be required to undertake additional tasks related to or naturally associated with their role, or to perform duties of a lower-level nature as needed.

Client Ownership and Growth

• Own day-to-day relationships across assigned accounts, serving as the primary point of contact
• Lead onboarding, training, and ongoing engagement to ensure full operational adoption
• Conduct recurring business reviews with customers focused on usage, performance, and measurable outcomes
• Align platform usage with customer workflows, internal tools, risk profiles, and operational priorities
• Identify and drive expansion opportunities, including additional camera deployments, integrations, and feature adoption
• Engage additional agencies and stakeholders within customer jurisdictions to broaden system usage
• Communicate platform updates in terms of how they impact customer operations and workflows

Operations and Support

• Act as the primary escalation point for client issues, ensuring clear ownership and resolution
• Maintain structured tracking of issues, status, and follow-through
• Translate technical issues into clear, actionable communication for customers
• Proactively identify risks to adoption or satisfaction and address them early
• Ensure customers are informed of outages, maintenance, or performance impacts
• Provide practical guidance on system configuration, workflows, and best practices
• Support continuous improvement of internal support processes and response standards

Deployment and Integration

• Coordinate onboarding of new camera deployments with internal teams and external partners
• Ensure systems are configured, calibrated, and accessible to users
• Communicate deployment timelines, readiness, and status clearly to customers
• Support integration of cameras and data into customer workflows and operations
• Identify coverage gaps and recommend improvements
• Validate deployments meet customers operational expectations

Operational Alignment and Outcomes

• Monitor fire activity and identify incidents where the platform contributed to detection or response
• Document and communicate real-world examples of system impact
• Engage customers post-incident to capture feedback and improve usage
• Ensure the platform is aligned with how customers operate during real-world events
• Track usage and ensure the system is actively used during incidents
• Translate field feedback into actionable input for product, engineering, and operations

General Essential Job Duties

• Work fully on-site at the designated shift and worksite for your position
• Maintain composure and professional demeanor while engaging in conversation during challenging situations
• Ability to respond appropriately and professionally to stressful, tense or high emotion situations
• Ability to calm situations and be proactive in resolving conflicts
• Other duties as assigned

Minimum Requirements

• 2+ years’ experience in wildfire, fire service, emergency management, or a related operational environment (strongly preferred)
• High School Diploma or equivalent
• Working knowledge of Incident Command System (ICS) and emergency response coordination (preferred)
• Experience in customer support and/or account management
• Bachelor’s degree preferred in Business, Engineering, Environmental Science, GIS, Computer Science, Public Safety, Project/Program Management, Emergency Management, Environmental Sciences, Natural Resource Management, Geography, or equivalent professional experience performing similar program/customer delivery responsibilities, utility management, fire services or public safety a plus
• Strong presentation and communication skills for effective client interaction and stakeholder engagement
• Ability to adhere to designated full-time schedule to support wildfire emergency response
• Experience in client-facing roles such as account management, customer success, or operations support
• Strong communication skills with the ability to engage technical and non-technical stakeholders
• Ability to operate effectively in high-pressure, real-time environments
• Strong organizational and problem-solving skills
• Technical proficiency with software platforms, CRMs, and support systems
• Ability to manage multiple priorities and adapt to changing conditions
• Successful completion of post-offer-pre-employment screening, including physical, drug screening, and background check
• Subject to drug testing requirements in accordance with applicable federal laws and regulations, including those related to federal contracts
• Commitment to upholding company values
• Reliable transportation to and from Chico, CA
• Ability to travel for customer visits, conferences, etc. as needed

Physical Requirements

• Specific vision requirements include close, distant, color, and peripheral vision, depth perception, and focus adjustment
• Continuous use of computer systems, video displays, keyboard, mouse, and other peripherals for prolonged periods of time
• Requires use of near vision with or without correction, and an ability to see details at close range (such as using a computer monitor, reading reports, etc.)
• Consistent adherence to a 40-hour work schedule is necessary
• Sitting or standing at a desk for prolonged periods of time
• Ability to sit for extended periods of time and use repetitive motions including writing and typing
• Occasionally may require carrying, lifting, pushing and/or pulling objects up to 50 pounds
• Use of hands to hold, grip, carry, and physically interact with objects, tools, or controls
• Ability to navigate various departments within the organization's facilities
• Regular multi-day travel for customer meetings, demos, coordination, installation support, field work, training and system activations, industry conferences and workshops
• Travel to customer locations, trade shows, and company events, which may require driving or extended periods of standing and walking

What are some of the benefits of working at ALERTWest?

• Our facilities include an on-site cafeteria with daily lunches
• ALERTWest offers a comprehensive benefits program to all eligible employees. Benefits include:
• • Group Medical and Dental group insurance,
  • Life Insurance
  • Vision reimbursement program,
  • 401k - currently 4% employer match,
  • Sick and Vacation Pay
  • Holiday pay
  • Employee Assistance Program (EAP)
  • Medical benefits without a waiting period (available 1st of month after you start)