Trackforce Valiant + TrackTik

Customer Support

• Provide first-level support via chat, email, and phone, addressing customer questions and issues in a timely, professional manner.
• Diagnose and resolve product usage, configuration, and workflow issues within the Trackforce platform using internal tools, documentation, and established workflows.
• Accurately log, prioritize, and track support tickets in our support platform, ensuring clear documentation and appropriate follow-up.
• Identify issues that require deeper investigation and escalate them to the appropriate internal teams with complete and actionable context.
• Leverage internal knowledge bases to support customers and contribute feedback to improve documentation and self-service resources.
• Partner with Product, Engineering, and Client Success teams to share customer insights and help improve product and support processes.

Client Support Specialist, L1

Product Manager

• Define the Future: Own and evangelize a comprehensive product roadmap that transitions Trackforce from a workforce management system to a predictive intelligence hub.
• Drive "Return on Data" (ROD): Develop features and enterprise dashboards that allow C-suite customers to extract actionable value from security data (e.g., optimizing real estate footprint, facility maintenance, and operational efficiencies).
• Continuously monitor the physical security and IoT landscape to ensure Trackforce remains ahead of market disruption.
• Evolve our mobile applications to push real-time, predictive threat alerts and dynamic risk priorities directly to guards in the field, facilitating a proactive response model.
• Lead the integration of our visitor and access modules with third-party biometric hardware, facial recognition, and behavioral profiling to authenticate true identity rather than just credentials.
• Champion the use of AI, machine learning, and big data to automate threat detection, filter false positives from video analytics, and generate intelligent routing based on risk hotspots.
• Foster deep collaboration across Engineering, Sales, Marketing, and Customer Success to ensure seamless product launches and go-to-market strategies.
• Build, mentor, and lead a team of high-performing product managers, fostering an agile, innovative mindset that encourages risk tolerance and rapid iteration.
• Balance risk management with delighting the customer by ensuring our software remains a seamless, frictionless part of the security professional's daily experience.

VP, Product Management

Marketing

• Architect and evolve a global demand generation framework that accelerates qualified pipeline creation and revenue growth across MM and Enterprise segments.
• Lead, mentor, and scale a high-performing team across digital, ABM, campaign, content, and marketing operations disciplines.
• Partner with the CEO, CRO, CCO, and VP Product Management to define investment priorities, pipeline targets, and integrated GTM plans.
• Own the global content strategy and resources, establishing a content engine that delivers persona-targeted, funnel-aligned assets including thought leadership, white papers, customer stories, product explainers, and executive briefings.
• Build a content center of excellence to ensure message consistency across regions, products, and buyer stages.
• Partner closely with Product Management and Product Marketing to translate product innovation and use cases into compelling content and demand programs.
• Drive integrated, multi-touch campaigns across CSOs, CFOs, and Operations leaders in both Guarding Services and Corporate Security segments.
• Deploy account-based marketing (ABM) strategies for top enterprise targets using intent data, personalized journeys, and buying-group orchestration.
• Implement scalable lead scoring, routing, and handoff models in collaboration with RevOps to maximize velocity and conversion.
• Oversee all digital performance marketing — SEO, SEM, paid social, retargeting, and programmatic — to ensure optimal CAC efficiency and ROI.

Client Support Specialist, L1

VP, Product Management

Vice President – Marketing