GovWorx Benefits Overview

Leads customer success strategy across GovWorx’s public safety SaaS portfolio, driving customer maturity, adoption, value realization, satisfaction, and retention. Builds scalable success planning, health scoring, risk management, and executive review programs; develops the Customer Success team through coaching, playbooks, and capacity planning. Partners cross-functionally with Sales, Product, Marketing, Support, and Professional Services while serving as the customer voice for 911/ECC centers and public safety agencies.

Manage post-onboarding relationships with public safety agency customers, driving platform adoption, value realization, satisfaction, and retention. Provide enablement, training, strategic reviews, workflow guidance, and feature education. Monitor customer health, address risks, coordinate escalations with Support, Product, and Engineering, and communicate customer feedback internally. Collaborate with onboarding and account management teams to improve success playbooks, engagement strategies, and customer outcomes.

Provides first-line customer support through chat, email, phone, and internal channels. Logs, prioritizes, troubleshoots, resolves, escalates, and follows up on tickets while maintaining accurate customer records. Monitors system alerts, communicates updates and known issues, audits outstanding requests, and participates in after-hours on-call coverage. Supports customers using AI-powered public safety software and coordinates with technical and non-technical stakeholders.