• Proactively manages a portfolio of enterprise accounts and be accountable for engagement and satisfaction through the customer journey from closed through to renewal. • Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns. • Develops and maintains strategic Success Plans that align to value milestones and customer-defined business outcomes. • Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption. • Monitors product usage to reinforce the value of the customer solution, identify areas to improve customer experience, and proactively address adoption challenges. • Conducts and facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth. • Delivers an outstanding customer experience and identify cross-sell and upsell of services and products. • Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment. • Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams to resolve issues and escalate feedback.

• Manage your own workflow while following proven systems and processes • Engaging in ongoing professional development and leadership training • Using established digital tools to manage communication and inquiries • Conducting consultative conversations with individuals exploring personal and professional development programs • Providing clear information about available programs and resources • Maintaining organized records and following structured processes • Contributing to a professional, growth‑oriented global community

• Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor. • Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams. • Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities. • Develop and execute customer success plans aligned with clients' business objectives. • Proactively identify and coordinate resolution of customer needs through cross-functional partnerships. • Monitor customer health metrics and drive adoption of solutions. • Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.

Role Description As a member of the Public Safety Engagement team at Aurelian, you're the technical authority in the sales cycle for AVA and CORA. You partner with our AEs to elevate every demo, bring instant credibility in front of 911 Directors and IT, and translate complex technology into clear operational value for the people who run emergency communications centers. - Own the Technical Demo: Deliver tailored AVA and CORA demos to PSAP leadership, IT, and dispatch staff—going deep on the technology when the room calls for it, and making it simple when it doesn't. - Run Technical Discovery: Lead discovery on each opportunity's CAD environment, NG9-1-1 posture, telephony/SIP setup, call volume, and staffing picture—then turn what you learn into a solution and ROI story that resonates. - Be the Technical Partner in the Deal: Field tough technical questions, serve as the industry expert in the room, and earn the technical trust that moves a deal forward. You're the AE's right hand from the first demo through close. - Get in the Field: Travel up to 60–80% to run demos and meetings alongside our reps, and deliver high-quality virtual demos when you're not on the road. - Thought Leadership: Represent Aurelian at public safety conferences, events, webinars, and industry working groups to build credibility and expand our reach. Qualifications - Public safety grounding. - Real 911/PSAP domain experience. - Technical aptitude across the PSAP stack. - The instinct to sell value, not features. - Presence and composure. - Curiosity and coachability. - Comfort with heavy travel (60-80%) and time on customer and prospect sites. Requirements - ~2–3+ years as a Sales Engineer in the 911 / public safety space, with prior public safety experience behind it, or - A strong background inside a dispatch center and ready to step into a technical, customer-facing role. Benefits - Comprehensive Medical, Dental, Vision & Life insurance - 401(k) - Unlimited PTO - Company-wide offsites - Equipment stipend - Relocation assistance - Daily delivered lunches (on us) - Office in Seattle - Start-up Equity