Associate Director, Customer Success Operations

OVERVIEW:

The Associate Director of Customer Success Operations will lead Enterprise Client Video Safety Technology Deployment will oversee the end-to-end implementation of our video-based safety systems for clients and internal teams. This role involves coordinating cross-functional teams, managing timelines and budgets, and ensuring seamless integration of hardware (e.g., cameras, sensors) and software (e.g., AI analytics platforms). Successful candidates will thrive working in a fast-paced environment with strong problem-solving skills, and the ability to create strategic influence both inside and outside of the organization. This role reports to the Snr Director of Enterprise Implementation within Customer Success. This position is ideal for a technical-savvy leader with experience in tech deployments, particularly in video safety technology.

ESSENTIAL FUNCTIONS:

• Lead complex deployment projects for video safety technology, including planning, execution, and post-deployment support, ensuring alignment with client requirements, timelines, and client hardware orders.
• Develop and maintain project plans, communication strategies, and processes to track progress, risks, and milestones.
• Collaborate with engineering, product, sales, and client teams to define project scope, allocate resources, and resolve technical issues during deployment.
• Optimize deployment procedures, including coordination with Field Engineers for hardware installation, Engineering for software configuration, and integration with existing systems (e.g., access control, IoT devices).
• Manage stakeholder expectations, including coordinating site assessments, client training sessions, and handover documentation to ensure smooth adoption.
• Identify and mitigate project risks, such as technical compatibility challenges or regulatory compliance (e.g., data privacy in video surveillance).
• Track project hardware orders, procurement, and revenue impacts, providing regular status reports to leadership.
• Support continuous improvement by gathering feedback from deployments and recommending enhancements to our video safety platform.
• Alignment with contract/SLAs
• Travel as needed (up to 30%) for on-site deployments, client meetings, or vendor coordination.

QUALIFICATIONS:

• 15+ years of experience in project management, with at least 3 years focused on technology deployments, preferably in video surveillance, safety systems, or IoT/hardware integrations.
• Proven track record managing multiple projects in a fast-paced environment, including budget oversight and team coordination.
• Strong technical knowledge of video technologies (e.g., CCTV, AI analytics, cloud-based storage) and deployment tools (e.g., project management software like Asana, Jira, or Microsoft Project).
• Excellent communication, organizational, and problem-solving skills, with the ability to explain technical concepts to non-technical stakeholders.
• PMP certification or equivalent is highly preferred

Preferred Skills:

• Experience in a startup or high-growth company, where you've handled ambiguity and scaled processes.
• Familiarity with safety regulations (e.g., OSHA, GDPR for video data) and industry standards for video safety deployments.
• Proficiency in agile methodologies and tools for risk assessment and change management.
• Background in public safety or enterprise SaaS deployments, such as those involving hardware-software hybrids.

EDUCATION:

• Bachelor's degree in Information Technology, Engineering, Business, or a related field; equivalent experience may be considered.

Economic Package Includes: 

• Base Salary + annual bonus eligibility   
• Company equity
• Company Paid Health Care, Dental, and Vision Coverage for you and most of your dependents
• Generous PTO and Sick Leave
• 401(K) with generous company match
• Disability, Life Insurance and Ancillary Benefits
• And much more