First Due

Role Description First Due is seeking a strategic, customer-focused Director, Product Management to lead and develop a team of Product Managers responsible for defining, delivering, and continuously improving products that serve the public safety community. This leader will own product strategy across multiple product lines, partner closely with Engineering, Design, Client Success, Sales, Marketing, Professional Services, and Leadership, and ensure products deliver measurable customer and business value. - Lead, coach, mentor, and develop a high-performing team of Product Managers. - Own the Product Management function, including ongoing, continuous feedback, talent management, career development, and establishing product management standards and best practices. - Own product strategy, roadmap development, prioritization, and execution across multiple product areas. - Partner with Engineering and Design to deliver high-quality products while balancing customer needs, technical constraints, and business priorities. - Define and execute an AI product strategy that responsibly incorporates artificial intelligence and automation into the product portfolio. - Champion data-driven product development through analytics, experimentation, customer insights, and product KPIs. - Build strong relationships with customers, public safety agencies, and internal stakeholders. - Present product strategy and roadmap updates to leadership. - Support go-to-market planning, launches, pricing discussions, and customer communications. Qualifications - 8+ years of progressive Product Management experience, including 3+ years managing, leading, and mentoring product managers. - Experience delivering SaaS products in a cloud native environment. - Experience building and scaling mission-critical, highly reliable software platforms where availability, performance, security, and resiliency are essential. - Demonstrated success managing complex product portfolios and cross-functional teams. - Strong strategic thinking, analytical, communication, and leadership skills. - Bachelor's degree required; advanced degree preferred. Requirements - Experience in public safety, government technology, Fire, EMS, Law Enforcement, or Emergency Management software. - Experience scaling high-growth SaaS organizations. - Experience leading AI-enabled product initiatives and intelligent workflow automation. - Strong understanding of product analytics, experimentation frameworks, and data-informed decision making. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay, medical, dental, and vision coverage. - FSA/HSA, 401(k), flexible PTO. - Fully remote workplace, technology stipend, opportunities for advancement. - Other benefits and perks that set our team apart.

Role Description The Implementation Consultant, Fire Prevention US owns the configuration, deployment, and customer enablement of First Due's Fire Prevention suite across the US customer base, with primary delivery in the Core segment, on-call complex-configuration support to Essentials, and contribution to Enterprise engagements. Fire Prevention is one of First Due's most configuration-intensive modules. The role demands command of fire inspection and code enforcement practice, including inspections, permitting, invoicing, investigations, and the inspection, testing, and maintenance (ITM) of fire protection systems. This role is accountable for translating an agency's prevention and code enforcement program into a correct, maintainable First Due configuration and for a training and go-live experience that earns inspector and administrator adoption. Key Responsibilities - Module configuration and delivery - Configure inspection programs, including occupancy records, inspection types and routes, code-based checklists, and scheduling aligned to the agency's adopted fire code (NFPA 1, IFC, or local amendments). - Configure permitting, including operational and burn permits, application and review workflows, and renewals. - Configure invoicing and fee collection across permits, inspections, and other billable prevention activities. - Configure inspection, testing, and maintenance (ITM) workflows for fire protection systems, including third-party contractor report submission, deficiency tracking, and compliance follow-up. - Configure fire investigation workflows, including cause and origin documentation. - Configure code enforcement, violations, and plan review, including violation tracking, notices, re-inspection cycles, and new-construction review routing. - Project execution and product partnership - Partner with the assigned Implementation Manager to deliver Fire Prevention milestones on plan, surfacing risks early. - Maintain accurate project status, level-of-effort actuals, and configuration documentation in Rocketlane. - Serve as the Fire Prevention subject matter expert on assigned projects across segments. - Surface product gaps, defects, and field-driven enhancement requests for Fire Prevention to the Team Manager and Product organization. Qualifications - Three or more years of customer-facing implementation, configuration, or professional services experience in a SaaS environment, or equivalent experience in fire prevention, code enforcement, or fire inspection. - Strong public safety industry knowledge, with emphasis on fire prevention, fire code enforcement, and inspection practice. - Working knowledge of fire prevention workflows, including inspections, permitting, invoicing, investigations, and ITM (inspection, testing, and maintenance), within adopted code frameworks (NFPA 1, IFC, or local amendments). - Familiarity with plan review and fire investigation processes. - Experience translating program or regulatory requirements into software configuration. - Strong organizational skills with the ability to manage multiple concurrent customer projects. - Excellent communication, training delivery, and stakeholder engagement skills. - Experience with Rocketlane or a comparable professional services delivery platform. - Working knowledge of Microsoft products, including Microsoft 365 (Outlook, Teams, Word, and Excel). Preferred Qualifications - Direct experience as a fire inspector, fire marshal or deputy fire marshal, plans examiner, fire investigator, or company officer with inspection duties. - Fire prevention certifications such as ICC Fire Inspector I or II, NFPA Certified Fire Inspector, Fire Plans Examiner, or Fire Investigator (NFPA 1033). - Hands-on experience with fire prevention or inspection platforms, and with inspection, testing, and maintenance (ITM) or third-party compliance reporting workflows. - Familiarity with GIS and parcel data as applied to occupancy and inspection management. - Working knowledge of Salesforce, including account data hygiene and project handoff from sales. - PMP, ITIL, or equivalent professional certification. - Direct hands-on experience with Rocketlane. Requirements - All applicants must be authorized to work for any US employer in the United States. - Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. - Hiring is contingent upon candidates successfully passing a criminal background check. - As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Benefits - Competitive pay - Medical, dental, and vision coverage - FSA/HSA - 401(k) - Flexible PTO - A fully remote workplace - A technology stipend - Opportunities for advancement - Other benefits and perks that set our team apart

Role Description This role combines product and project management, with ownership of the end-to-end mobile application experience. You'll drive execution of the mobile development team's roadmap while ensuring that other product teams building webviews for the mobile app adhere to mobile UX standards and deliver a cohesive user experience. - Own the holistic mobile app experience, ensuring consistency and quality across native features and embedded webviews built by other teams. - Manage day-to-day execution of the mobile team's development backlog, including sprint planning, tracking, and delivery coordination. - Partner with the mobile engineering team to ensure features are delivered on time and meet quality standards. - Coordinate with other product teams to review and validate webview implementations, ensuring they meet mobile design and performance standards before release. - Serve as the mobile experience advocate across the organization, providing guidance to teams on mobile-specific requirements and constraints. - Review, validate, and prioritize mobile-specific defects, working them into sprints appropriately. - Produce clear documentation of planned features as epics and user stories for the mobile team. - Collaborate with engineers and QA to ensure functional and visual design quality throughout the development process. - Gather and synthesize user feedback, analytics, and testing results specific to the mobile experience. - Participate in customer and prospect demos as needed; support RFP responses related to mobile capabilities. - Collaborate with Design and Marketing on mobile-specific sales tools and collateral. Qualifications - 2+ years of experience in product management, project management, or a related role at a SaaS company. - Strong project management skills with experience coordinating across multiple teams. - Experience working in an Agile development environment; familiarity with Scrum practices. - Proficiency with JIRA or similar tools for backlog and sprint management. - Understanding of mobile application development processes (iOS/Android), including hybrid/webview architectures. - Excellent written and verbal communication skills. - Highly detail-oriented with strong organizational skills. - Ability to work independently in a collaborative, remote team environment. - Customer-first mentality with genuine interest in solving user problems. - Experience in public safety, Govtech, or field-service software a plus. - Relevant Bachelor's Degree or equivalent experience. Requirements - All applicants must be authorized to work for any US employer in the United States. - Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. - Hiring is contingent upon candidates successfully passing a criminal background check. - As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay, medical, dental, and vision coverage. - FSA/HSA, 401(k), flexible PTO. - Fully remote workplace, technology stipend. - Opportunities for advancement and other benefits and perks.

Role Description As an SDR Manager, Outbound, you lead the team responsible for fueling First Due's pipeline through proactive prospecting. You manage SDRs focused on outbound execution across target accounts, territories, and Account Executive regions. Your job is to make sure the team is doing the right work, at the right volume, with the right quality. - Lead outbound prospecting execution: - Manage SDRs responsible for running multi-touch outbound sequences across cold call, cold email, LinkedIn, and other approved channels against defined target account lists. - Coach the team to create qualified pipeline: - Ensure SDRs book meetings that are well-researched, properly qualified, and aligned to AE strategy. A meeting only counts if the AE inherits a real opportunity. - Manage weekly SDR performance: - Hold the team accountable to outbound activity, account coverage, sequence execution, follow-up discipline, meetings booked, AE acceptance, SQL conversion, and pipeline contribution. - Coach cold-calling and messaging: - Conduct regular 1:1s, call reviews, sequence reviews, and pipeline reviews to improve phone confidence, objection handling, written outreach, personalization, discovery, and qualification. - Partner with AEs on territory plans: - Co-own target account strategy with Account Executives, align SDR outreach to regional priorities, share account intelligence, and ensure clean handoffs. - Build the account view: - Coach SDRs to use tools like ZoomInfo, Gong Engage, Starbridge, Pursuit, Salesforce, and HubSpot to identify strong-fit agencies, map buying committees, surface trigger events, and personalize outreach. - Maintain CRM and process discipline: - Ensure activity, account notes, lead statuses, meeting context, and opportunity handoff details are current in Salesforce, with HubSpot used consistently for sequencing and engagement tracking. - Report on outbound performance: - Track team KPIs including outbound activity, connect rates, reply rates, meetings booked, AE acceptance, SQL conversion, pipeline generated, and account penetration. - Know the market: - Help the team maintain a working understanding of the Fire and EMS landscape, including incumbents, funding sources, buying cycles, leadership changes, and operational pain points that drive change. Qualifications - 3+ years of sales development, outbound sales, or B2B pipeline generation experience in SaaS or a comparable B2B environment. - 1-3+ years of SDR leadership, team lead, coaching, or people management experience preferred. - Strong outbound prospecting experience. - Proven ability to manage SDRs against activity, meeting, conversion, and pipeline goals. - Comfortable coaching SDRs through objections, call reluctance, low reply rates, difficult territories, and inconsistent performance. - Strong understanding of Account Executive alignment, territory planning, account prioritization, and qualified meeting handoffs. - Proficiency with Salesforce and HubSpot for pipeline management, sequencing, engagement tracking, reporting, and CRM discipline. - Hands-on experience with sales intelligence, sales engagement, and prospecting tools such as ZoomInfo, Gong Engage, Starbridge, Pursuit, or comparable platforms. - Analytical and process-disciplined, with the ability to use funnel data to identify performance gaps and course-correct quickly. - Strong written and verbal communication skills, with the ability to coach messaging for senior public safety leaders. - People-first manager who can create accountability, build trust, and develop SDRs in a remote environment. - Familiarity with Fire, EMS, GovTech, or public safety operations is a plus, not a requirement. Requirements - All applicants must be authorized to work for any US employer in the United States. - Hiring is contingent upon candidates successfully passing a criminal background check. - As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay, medical, dental, and vision coverage. - FSA/HSA, 401(k), flexible PTO. - Fully remote workplace, technology stipend. - Opportunities for advancement, and other benefits and perks.

Role Description The Implementation Consultant - Incident Reporting (Canada) configures, optimizes, and launches First Due’s Incident Reporting module for Canadian Fire and EMS agencies across the Canada Practice’s Essentials, Core, and Enterprise tiers. This role pairs with Canadian Implementation Managers to deliver incident-reporting implementations that meet provincial reporting requirements and First Due delivery standards. It is accountable for configuration quality, customer training delivery, and module-level outcomes for assigned Canadian customers. - Implementation delivery - Configure and optimize the First Due Incident Reporting module for Canadian customers, taking each from kickoff through go-live efficiently and to standard. - Partner with Canadian Implementation Managers to deliver projects across agencies of varying size and complexity, from volunteer departments to metro and provincial customers. - Translate customer reporting requirements into the most efficient configuration path to the desired end state, balancing best practice against provincial constraints. - Deliver customer training and enablement on incident-reporting workflows, ensuring operational readiness and reporting accuracy at handoff. - Maintain time entry and project status in Rocketlane to the Canada Practice’s standards, including weekly time-tracking compliance. - Provincial compliance and domain expertise - Maintain working knowledge of Canadian provincial fire incident reporting standards and requirements across provinces. - Configure Incident Reporting to the applicable provincial reporting requirements for assigned accounts. - Support customers through provincial reporting submission, validation, and data-quality expectations. - Surface compliance-driven product gaps to the Manager, Implementation (Canada) and the broader Incident Reporting function, with documented detail. - Product expertise and feedback - Maintain a full understanding of Incident Reporting functionality, configuration options, current and upcoming sprint features, and the product roadmap. - Document product gaps arising during Canadian implementations and partner with Product to ideate solutions, with priority on compliance-driven gaps. - Provide standards guidance to both customers and First Due’s Product organization on Canadian incident-reporting requirements. - Develop awareness of competitor incident-reporting capabilities in the Canadian market. - Cross-functional partnership - Coordinate daily with Canadian Implementation Managers and peer Canada Practice consultants on shared projects. - Partner with First Due’s broader Incident Reporting function to keep configuration patterns and product expertise consistent across the platform. - Partner with Technical Services when data migration is in scope for a Canadian account (Canadian data work staffed with Canada-resident resources only). - Participate in regional and national user group meetings, virtually and in person. Qualifications - Three or more years of customer-facing implementation, professional services, or product specialist experience in a SaaS environment (Level II: five or more, including ownership of complex incident-reporting configurations). - Experience in public safety software or operations, preferably Canadian Fire or EMS. - Working knowledge of the Canadian Fire/EMS market and provincial incident reporting and compliance standards. - Ability to take a customer request, determine the desired end state, and provide a straightforward path to the most efficient solution. - Strong analytical and critical-thinking skills. - Excellent written and verbal communication skills. - Exceptional project management skills across multiple concurrent customer engagements. - Patient, responsive, supportive, and respectful; adept at presenting, absorbing feedback, and working through obstacles. - Eligible to work in Canada and a current Canada resident (data sovereignty requirement). - Experience with Rocketlane or comparable implementation tooling. Preferred Qualifications - Direct experience as a firefighter, fire officer, or records/reporting officer in a Canadian agency. - Familiarity with provincial fire incident reporting systems and requirements. - Bilingual English/French (asset; required for Quebec-region accounts). - Working knowledge of Salesforce. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay, medical, dental, and vision coverage. - FSA/HSA, 401(k), flexible PTO. - Fully remote workplace. - Technology stipend. - Opportunities for advancement. - Other benefits and perks that set our team apart.

Role Description As an Integrated Campaign Manager, you will be responsible for orchestrating high-impact marketing campaigns, managing internal and external resources, and ensuring seamless execution across paid, earned, and owned media. You will work closely with internal teams, external agencies, and strategic partners to build, execute, and optimize campaigns that drive awareness, engagement, and conversion. - Coordinate Third-Party Partnerships: Manage relationships with external partners, including paid social media agencies, publication media, and review aggregation platforms, ensuring campaigns align with broader marketing objectives. - Project Manage Ongoing Initiatives: Oversee campaign execution timelines, workflows, and deliverables, ensuring smooth cross-functional collaboration and on-time delivery. - Develop & Drive Content Strategy: Build and execute a content strategy that aligns with ongoing campaigns, ensuring messaging consistency across all platforms. - Manage Organic Social Media Strategy: Maintain and nurture First Due’s organic social media presence, developing engaging content and driving audience growth. - Coordinate Internal Content Development: Work cross-functionally with Product Marketing, Sales Enablement, and Design teams to develop high-quality content assets for campaigns. - Analyze and Optimize Campaigns: Track campaign performance across channels, provide actionable insights, and refine strategies to maximize impact. Qualifications - 3+ years of experience in integrated marketing, campaign management, or digital marketing, preferably within B2B SaaS or public sector technology. - Experience managing external marketing partners, including paid media agencies, social media vendors, and content syndication platforms. - Strong project management skills, with the ability to oversee multiple campaigns simultaneously and drive execution across teams. - Expertise in content strategy development, ensuring alignment with brand messaging and business objectives. - Experience with organic social media management, including platform best practices and audience engagement tactics. - Data-driven mindset, with the ability to analyze campaign performance and optimize strategies for maximum effectiveness. - Strong communication and stakeholder management skills, with the ability to align cross-functional teams around campaign goals. - Proficiency in digital marketing tools, including paid media platforms, social media management tools, and analytics dashboards. Requirements - All applicants must be authorized to work for any US employer in the United States. - Hiring is contingent upon candidates successfully passing a criminal background check. - Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Benefits - Competitive pay - Medical, dental, and vision coverage - FSA/HSA - 401(k) - Flexible PTO - A fully remote workplace - A technology stipend - Opportunities for advancement - Other benefits and perks that set our team apart

Role Description First Due is seeking a Director of Customer Success to manage a team of Customer Success Managers (CSMs) supporting a large, diverse portfolio of customers across the United States & Canada. This role is ideal for a leader who thrives in a scaled customer success environment, balancing team development, operational rigor, and customer outcomes. You will be responsible for driving retention, adoption, and growth across a cohort of customers while building a high-performing, metrics-driven team. Key Responsibilities: - Lead & Develop a High-Performing Team - Manage a team of Customer Success Managers supporting a large portfolio of customers - Provide ongoing coaching to improve customer engagement, product adoption, and commercial outcomes - Conduct regular 1:1s focused on performance, development, and account strategy - Foster a culture of accountability, ownership, and continuous improvement - Act as an escalation point for complex customer situations - Own Customer Outcomes at Scale - Oversee the health and performance of customers across the U.S. & Canada - Ensure consistent execution of the customer lifecycle, including onboarding, adoption, and renewal readiness - Proactively identify and mitigate risk across the portfolio - Drive strategies to improve retention, product usage, and expansion opportunities - Drive Performance Through Metrics - Own and manage team KPIs, including: - Gross & Net Revenue Retention (GRR / NRR) - Customer health and adoption metrics - Renewal and churn rates - Expansion performance - Monitor individual and team performance through regular reporting and scorecards - Use data to inform coaching, prioritization, and decision-making - Establish Strong Operating Cadence - Run weekly team meetings focused on performance, priorities, and best practice sharing - Lead structured 1:1s to coach CSMs on account management and strategy - Drive quarterly planning to align team goals with company objectives - Ensure clear visibility into risks, opportunities, and team progress - Operationalize and Scale Customer Success - Ensure consistent execution of customer success playbooks across the team - Identify opportunities to improve processes, systems, and efficiency - Leverage internal tools to monitor engagement and outcomes - Partner with leadership to evolve scalable customer success strategies - Collaborate Cross-Functionally - Partner with Sales, Support, and Product teams to deliver a seamless customer experience - Advocate for customer needs and feedback internally - Align on renewal strategy, escalations, and growth opportunities Qualifications - 5+ years of experience in Customer Success, Account Management, or related roles - 2+ years of experience managing or mentoring customer-facing teams - Experience managing complex customer portfolios - Proven ability to drive retention and growth in a SaaS environment - Excellent communication, coaching, and leadership skills Requirements - All applicants must be authorized to work for any US employer in the United States - Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time - Hiring is contingent upon candidates successfully passing a criminal background check - As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify Benefits - Comprehensive compensation and benefits package for eligible employees - Competitive pay - Medical, dental, and vision coverage - FSA/HSA - 401(k) - Flexible PTO - A fully remote workplace - Technology stipend - Opportunities for advancement - Other benefits and perks

FP&A Manager Remote - US Only About First Due First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations. Job Title: FP&A Manager Location: Remote - US Only Country: United States Department: FP&A Reports To: Director of Finance Position Type: Full-Time Salary: $125,000 Job Summary: We are seeking an FP&A Manager to support First Due’s financial planning, forecasting, reporting, and operational finance activities. In this role, you will partner closely with leaders across Sales, Customer Success, Product, Engineering, Operations, and G&A to provide financial insights that drive decision-making and operational performance. This is a highly visible role within the Finance organization, ideal for someone who enjoys analytical problem-solving, cross-functional collaboration, and building scalable processes in a fast-paced, high-growth SaaS environment. Key Responsibilities: Financial Planning & Forecasting - Support the development and enhancement of financial models, including revenue forecasting, operating expense planning, cash forecasting, and headcount planning. - Lead components of the annual budgeting process and quarterly reforecast cycles in partnership with department leaders. - Build and maintain driver-based forecasting models tied to core SaaS metrics (ARR, retention, churn, bookings, billings, implementation revenue, sales productivity). Business Partnering & Strategic Analysis - Serve as a finance partner to leaders across Sales, Customer Success, Product, Engineering, and Operations. - Analyze operating performance, unit economics, margin trends, and investment efficiency to support business decisions. - Provide analytical support for pricing, vendor evaluations, organizational planning, and operational investments. - Translate complex financial data into clear, actionable insights for cross-functional stakeholders. Reporting & Executive Support - Prepare monthly and quarterly reporting packages, including variance analysis, KPI reporting, and commentary. - Support the preparation of Board materials, lender reporting, and investor-related analysis. - Contribute to executive dashboards and recurring business reviews that improve visibility into company performance. Process & Infrastructure - Help strengthen FP&A processes, reporting standards, and operating cadences as the company scales. - Identify opportunities to leverage AI, automation, and emerging technologies to streamline workflows and improve data quality. - Partner with Finance leadership on FP&A systems, reporting tools, and data infrastructure improvements. Qualifications: - 5+ years of experience in FP&A, strategic finance, corporate finance, investment banking, consulting, or related roles. - Bachelor’s degree in Finance, Accounting, Economics, or a related quantitative field. - Strong financial modeling and analytical skills, including experience with complex operating models and driver-based forecasting. - Solid understanding of SaaS business models and metrics (ARR, retention, churn, LTV/CAC, gross margin, Rule of 40, recurring revenue forecasting). - Experience with ERP systems (NetSuite preferred), FP&A platforms, and BI/reporting tools. - Excellent communication skills with the ability to distill complex analyses into clear insights. Preferred Qualifications: - Experience in a high-growth B2B SaaS company. - Familiarity with GovTech, public safety, or vertical SaaS with long sales cycles and multi-year contracts. - Exposure to Board reporting, investor relations, or lender reporting in a PE- or growth equity-backed environment. - Experience helping build or scale FP&A processes. For US-based Roles All applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Physical Demands and Work Environment This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com. Working at First Due First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more. If you are a resident of a state requiring wage transparency, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis. First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated. When you apply for a role at Locality Media, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. We do not sell or share applicant personal information for cross-context behavioral advertising. We retain applicant information in accordance with our data retention policies. California residents have rights under the California Consumer Privacy Act (CCPA), as amended by the CPRA.

Role Description First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation. - Serve as the first point of contact for customer support inquiries received via phone, email, and customer portals. - Own customer issues from intake through resolution, ensuring timely follow-up and communication. - Prioritize and manage multiple support cases while meeting established service level agreements (SLAs). - Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation. - Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems. - Escalate complex issues and collaborate with Product, Engineering, and other teams to drive timely resolution. - Perform root cause analysis when appropriate and identify opportunities to reduce recurring issues and support volume. - Maintain current knowledge of product functionality, enhancements, and releases to provide accurate customer guidance. - Contribute to the continuous improvement of support documentation, processes, and customer education resources. - Perform other duties as assigned. - Holiday coverage may be required on a rotational basis. Qualifications - This is a remote role, but the employee does need to be located in the US. - 1–3 years of experience in product support, technical support, or customer service. - Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems). - Excellent interpersonal, written, and verbal communication skills. - Experience using CRM and support platforms such as Zendesk, Jira, or similar tools. - Strong technical troubleshooting and problem-solving skills. - Ability to clearly communicate simple and complex technical concepts to customers and internal stakeholders. - Self-motivated with the ability to work independently and collaboratively in a team environment. - Strong analytical, organizational, and time-management skills. - Professional telephone etiquette and customer service skills. Requirements - Experience with the First Due platform strongly preferred. - Experience in the Fire/EMS industry. - Experience supporting SaaS software products preferred. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay. - Medical, dental, and vision coverage. - FSA/HSA. - 401(k). - Flexible PTO. - Fully remote workplace. - Technology stipend. - Opportunities for advancement. - Other benefits and perks that set our team apart.

Role Description We are seeking a Director of Business Strategy to drive the success of First Due's ITM (Inspections, Testing, and Maintenance) module. This is a senior cross-functional leadership role responsible for coordinating efforts across Product, Sales, Marketing, and Customer Experience to ensure the business meets and exceeds goals for revenue growth, retention, compliance within relevant authorities having jurisdiction (AHJs), and market share expansion. Reporting directly to the COO, you will be an owner for the business performance of this product. You will help set strategy, remove blockers, build partnerships, and act as the cross-functional glue that keeps everything aligned and moving. The portfolio scope is expected to evolve as First Due grows, and the right candidate will be comfortable with — and energized by — that ambiguity. The ultimate goal is to grow First Due’s market share in ITM aggressively, driving toward true market leadership. Key Responsibilities - Product & Market Strategy: - Act as the voice of the ITM business unit, providing input into product roadmap and competitive positioning. - Partner with Product Management to identify and prioritize feature gaps vs. competitors. - Sales & Marketing Enablement: - Partner with Sales leadership to track pipeline, forecast, and win/loss trends, and surface key learnings from sales to the product team to inform the roadmap. - Educate sales reps and leaders about ITM and create talk tracks as needed. - Drive GTM initiatives: case studies, webinars, trade shows, and thought leadership. - Collaborate with Marketing to position ITM as a market leader within the broader First Due platform. - Partnerships & Ecosystem: - Explore and drive GTM and solution partnerships, especially related to compliance and inspection workflows. - Build and manage partnerships with third-party service providers (contractors, inspectors, etc.), compliance organizations, billing partners, and other potential integration partners. - Customer Success & Adoption: - Partner with Implementation and Support teams to ensure customer onboarding timelines and satisfaction benchmarks are met. - Ensure service providers are aware of the platform, onboarded, and are using it. - Drive submissions compliance at implemented AHJs. - Identify key adoption blockers across the product portfolio and drive cross-functional solutions. - Work with Customer Success to identify cross-sell, upsell, and expansion opportunities within existing accounts. - Reporting & Leadership: - Present monthly business reviews to the CEO/COO, including progress, risks, and asks across the product portfolio. - Track revenue growth, retention, compliance and adoption metrics, and market penetration across each product line. - Act as cross-functional "glue" ensuring the full product portfolio has alignment across the organization. Qualifications - 7+ years of experience in SaaS product strategy, business development, or GTM roles. - Domain expertise in Public Safety, Fire & Life Safety compliance, or a closely related regulated industry. - Proven ability to work cross-functionally across Product, Sales, Marketing, and Customer Experience. - Strong understanding of SaaS growth levers — ARR, retention, adoption, upsell. - Excellent communication skills — able to influence at the executive level and with external stakeholders. - Experience in competitive positioning and driving market strategy in a fast-growth SaaS environment. Preferred Qualifications - Familiarity with NFPA standards, compliance workflows, or fire inspection industry practices. - Prior experience with ITM, and AHJ compliance in public safety. - Experience managing or supporting partnerships with contractors, AHJs, or government entities. - MBA or equivalent strategic/analytical background. Requirements - All applicants must be authorized to work for any US employer in the United States. - Hiring is contingent upon candidates successfully passing a criminal background check. - Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay, medical, dental, and vision coverage. - FSA/HSA, 401(k), flexible PTO. - Fully remote workplace, technology stipend. - Opportunities for advancement and other benefits and perks. Company Description First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.