Customer Experience & Process Excellence:

Continuously identify, design, and refresh customer-facing processes that elevate the experience across all customer segments.
Define and document the end-to-end customer journey, owning all phases of product adoption and value realization from onboarding through renewal and expansion.

Digital Touch Points & Product Partnership:

Influence the product roadmap to adopt and continuously improve digital touch points that scale the customer experience across segments.
Serve as a VP-level strategic partner to Product, Services, and Support, representing the customer voice and driving alignment on shared outcomes.

Team Enablement & Performance Management:

Develop and deploy a comprehensive enablement and certification program for CSMs and CS leaders.
Elevate performance management practices across CS leadership and individual contributor teams, instilling clarity, accountability, and a culture of coaching.

First Due

First Due provides fire and EMS agencies with end-to-end software solutions. They aim to prevent first responder injury or death. First Due offers a fully remote workplace, competitive pay, and opportunities for advancement.

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