Customer Adoption Manager - Santa Fe
Core
Act as an operational consultant and change strategist to bridge the gap between post-sales software deployment and operational routine for public safety agencies and corporate clients.
Role type
Customer Adoption Manager
Builds
Operational integration and value realization for public safety software suites (PremierOne CAD, CommandCentral Aware, Vesta NG911, Mobile Video)
Domain
Public Safety / Emergency Services / Enterprise Software
Required skills
Change management, stakeholder management, workflow analysis, metric analysis, training development, executive reporting, user adoption strategies, software configuration, process reengineering, business growth feedback
Preferred skills
Experience in telecommunications, public safety command operations, IT service delivery, enterprise software implementation
Technologies
PremierOne CAD, CommandCentral Aware, Vesta NG911, Spillman, Mobile Video, AI tools, automation tools
Responsibilities
Maintain active physical presence in customer dispatch centers and command centers across multiple shifts to monitor software usage; Analyze operational procedures against full software feature sets to recommend process adjustments; Mitigate user resistance and organizational inertia by executing change management strategies; Define key metrics and analyze software logs to present executive usage reports; Evaluate team skills and create personalized training roadmaps; Deliver customer experience feedback to product development and identify upsell opportunities.
Seniority
Senior, hands-on IC