Pano

Associate - Customer Success and Community Outreach

Job Description

The Role 

Pano AI seeks an Associate - Customer Success and Community Outreach to own the relationships, including outreach and onboarding, with community end-users such as fire authorities and disaster management agencies.  In this role, you will be high touch in communication and support with our direct and indirect customers both pre- and post-deployment.  We are looking for an excellent communicator with a high energy and process-driven mindset who can provide a superior customer experience.  This is an ideal job for someone with a background in the disaster management community (current or ex-fire fighter, emergency manager etc), who is passionate about the environment and wants to get into the business of climate resiliency. This role is primarily geared towards end-users in Texas, so ideally you will be residing in the area. 

Following years of increasingly catastrophic climate disasters, we’re now in the midst of one of the greatest paradigm changes in the past century with the entire disaster preparedness space being re-imagined and restructured. This critical role within Pano’s customer success and community outreach team will help empower and accelerate this change. You will help build and manage Pano’s “ground game” via installing a network of engaged end-users who respond to alerts from Pano stations.  


What you’ll do
  • Establish and manage relationships with all end-users surrounding Pano deployments.
  • Outreach to local fire/disaster management agencies to notify them of the Pano deployments and schedule onboarding sessions with these community end-users.
  • In collaboration with the Pano team, design and own the training and onboarding process for both customers and end-users.
  • Monitor end-user experience through regular check-ins and collect feedback. 
  • Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions in collaboration with Customer Success and Sales teams.
  • Expertly navigate a SaaS business by skillfully managing expectations and making thoughtful choices that align Pano’s business goals with customer and end-user needs.
  • Model exemplary customer service and creatively problem-solve when difficult situations arise.
  • Foster effective decision-making and operational excellence across the business by building relationships and helping internal teams understand the fire community’s priorities and industry context.
  • Deeply understand the product suite and functionality to enable effective communication of capabilities to customers and end-users.
  • Actively contribute to the refinement and development of Pano’s products by being the feedback loop from customers and end-users into the Product team.
  • Identify and participate in a variety of outreach efforts including industry trade shows, community fire events, presentations, and workshops. 

    • What you’ll bring
  • BS or BA degree. 
  • 2+ years of experience in Wildfire, Forestry, and Disaster Management roles; strong preference for Federal wildland fire or state fire agency experience.   
  • 2+ years of professional experience in either training and development, sales/marketing, customer success/support, operations, or project management.  
  • Excellent communication skills
  • Friendly, enthusiastic, and positive attitude with strong interpersonal and outreach skills
  • Skilled at managing multiple high-priority projects, adept at multitasking, and maintaining meticulous attention to detail.
  • Comfortable working in a SaaS environment with an understanding of Google Suite 
  • Belief in Pano AI’s mission, empathy for the stakeholders we serve, a desire to excite our customers, and curiosity and interest in our technology
  • Able to travel approximately 10% to 20%
  • Preferably based in Texas

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