Public Safety Success Manager (FirstNet) with Security Clearance

AT&T Government Solutions
May 13, 2022
Jacksonville, FL
Job Type


AT&T FirstNet is a trusted provider of secure, IP enabled, network solutions, mobility solutions and professional services to the Federal Government and public safety customers. We are dedicated to recruiting, developing, and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values, and dedicated to our customers' mission. The AT&T Mission Critical Solutions Team is comprised of experienced public safety communications practitioners who work with First Responder agencies across the country. Their focus is on solving complex communication challenges, providing strategic consultation and in depth technical insights into the benefits of FirstNet, supporting broad adoption and ensuring FirstNet Built with AT&T customers have access to the full benefit of the AT&T Public Safety portfolio. AT&T has an opening for Public Safety Success Managers to serve as the primary post-sale technical manager for key clients, delivering unified support experience, aiding in emergency management and operational planning, coordinating with response operations and working as a trusted advisor delivering the voice of the customer back into the AT&T sales, product and care organizations. Coordination of support and escalation may be required on nights/weekends and holidays. Key Responsibilities: Sales Lifecycle: * Maintain a deep knowledge of client industry, products, and role in the market. * Builds long-term client relationships to become a trusted advisor, working in tandem with the responsible account team and appropriate sales overlays. * Assists in product recommendations, client onboarding, new-client implementations, and training to ensure client experience is seamless and consistent * Build and maintain relationships with first responder agencies and professional associations * Speak at trade shows, panels and events as requested by AT&T leadership * Train and mentor sellers within the team as well as other business segments to increase production and increase the team's ability to uncover opportunities, utilizing end to end solutions to increase overall revenue within the customer base. * Assists with development of strategic direction and positioning of focused projects. * Enable knowledge transfer, delivering training and authoring technical guides, as well as providing feedback to AT&T product development teams on voids in service offerings to business customers. * Track success through metrics such as client engagement scores, measures of churn, etc. Direct Customer Engagement * Serves as the primary technical post-sale point of contact for clients/customers, working in tandem with the responsible account team, service managers and appropriate sales overlays. * Drives proactive engagement with client to ensure product or service is functioning as intended and adding expected value. * Coordinates the development of agency specific deliverables in a professional and timely manner * May recommend specific solutions to achieve customers desired result, including upselling and cross-selling of related products. * Provide coordination and consultative support in operational planning of special event communication needs across internal AT&T teams, including cross-agency coordination when needed. * Provide cross-team coordinated communication during planned/unplanned events working closely with the Response Operations Group Section Chief. * Coordinate training, deep dives and tabletop exercises as needed promoting best practices and continual improvement of public safety communications during complex events. * Above all, serve as an advocate and voice of the customer Required Qualifications: * Bachelor's degree or equivalent experience * Excellent written and oral communications skills * Ability to demonstrate 8+years of verifiable public safety or industry character references. * Demonstrated track record developing and maintaining relationships with public safety agencies * Demonstrated track record of serving as a technical manager of complex projects, across diverse teams, in high stress environments. Desired Qualifications: * Understand funding and procurement processes of government agencies associated with complex infrastructure and application investments. * Understanding of first responder environment and dispatching processes * Subject Matter Expert and recognized Thought Leader within Public Safety. * Understanding and experience in selling mobile broadband technology and its application to first responder and DHS critical infrastructure operational processes. * Depth of knowledge in two-way radio communication design, complex cellular architectures, complex wireline infrastructure, security, & FirstNet. * Understanding of first responder applications such as Computer Aided Dispatch (CAD), Records Management System (RMS), Jail Management System (JMS), Automatic License Plate Recognition (ALPR), National Law Enforcement Telecommunications System (NLETS), National Crime Information Center (NCIC), National Fire Incident Reporting System (NFIR), E-Citation, Automated Fingerprint Identified System (AFIS), legacy 9-1-1 solutions, NG911, 911 operations and others involved in incident command. * Familiarity with network security and working knowledge of AT&T's security solutions portfolio. * Knowledge of network components from AudioCodes, Oracle, Sonus, Cisco, Fortinet, Juniper, Palo Alto, Avaya. * Understanding of AT&T business processes. * Proven strategy definition and execution experience. * Working knowledge of Salesforce

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