Engagement Manager

• Become a Prepared platform subject matter expert, educating customers on the best ways to fully leverage all features to meet their operational needs
• Go onsite and conduct engaging, hands-on training for every role within an agency to help them become masters of Prepared and ensure they are leveraging the platform in the ways that benefit them most
• Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices
• Serve as the voice of the customer within the organization, collaborating with CSMs, product, support, and engineering teams to ensure blockers to engagement are identified and customer feedback is integrated into future development
• Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience

• 3+ years in customer success, training, or a related field responsible for product adoption, preferably in the SaaS or public safety industries
• Brings firsthand experience in emergency communications, including prior roles as a call taker, dispatcher, operations manager, or equivalent, and a deep understanding of 911, CAD, NG911, and public safety technology ecosystems
• Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights
• Strong analytical skills and the ability to creatively solve customer needs and drive product adoption
• Proven track record of fostering relationships across multiple levels of an organization
• Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company
• Ability to quickly learn and become proficient in new technologies and systems
• Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs

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)

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental, and vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• snacks in our offices