Vector Solutions

Account Executive

• Developing and executing sales strategies and plans in order to achieve sales targets
• Attracting relevant stakeholders for meetings, organizing the customer in a group format, help create a basis for customer business case
• Demonstrating and clearly differentiating the product from the competition focusing on our clear and compelling value proposition
• Forecasting and delivering against substantial revenue targets and achieve the assigned sales volume
• Identifying new business opportunities and follow-up the defined business opportunities
• Working with Marketing and Business Development teams to drive lead generation and awareness
• Maintain detailed reports in the CRM system of sales activities including calls, meetings, demonstrations, sales, lost business, and any customer or prospect interactions
• Communicate with customers and leads to identify and understand the issues they are trying to address; identify and suggest solutions to meet those needs
• Organizes demonstrations of the functions and utility of products or services to customers based on their needs
• Ensures customer satisfaction through ongoing communication and relationship management; resolves any issues that may arise post-sale
• Provides periodic sales plans
• Performs other duties as assigned

Account Executive – Law Enforcement

Sales

• Lead, coach, and develop a team five Account Executives focused on selling Vector’s solutions to state and local law enforcement agencies across the U.S.
• Partner with leadership to execute on strategic goals and translate high-level direction into actionable sales plans.
• Support reps through active deal participation, customer meetings, and opportunity reviews to drive pipeline velocity and win rates.
• Own team-level revenue attainment, pipeline growth, and forecast accuracy through disciplined execution and coaching.
• Provide ongoing sales training, onboarding support, and professional development to build team capability and confidence.
• Monitor CRM usage, sales activity, and forecast cadence to ensure data integrity and performance visibility.
• Collaborate cross-functionally with Marketing, Customer Success, and Revenue Operations to optimize the sales funnel and improve the customer journey.
• Partner with internal enablement teams to implement consistent sales methodologies, tools, and processes.
• Represent Vector Solutions at trade shows, conferences, and customer events to strengthen relationships and gather market intelligence.
• Foster a culture of accountability, collaboration, and customer-centric selling across the team

Director, Sales – Law Enforcement

Customer Success Manager

• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption
• Serve as primary contact for all accounts in your book of business
• Conduct regular business reviews to measure and achieve success against customer goals
• Proactively communicate platform updates, best practices, and progress against open issues to your book of business
• Work cross-functionally and with customers to ensure state law requirements are met through products and trainings
• Identify and escalate major product issues, client concerns, and retention risks
• Host best practices webinars and office hours on a rotating schedule
• Participate in the User Acceptance Testing as requested by senior leadership
• In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles
• Contribute to team projects as directed by leadership
• Serve as point of escalation for customer care issues
• Thoroughly understand your product, including independently providing demonstrations to customers
• Identify, document, and resolve issues that occur including assisting junior team members with problem solving
• Lead your platform team of Customer Success Manager colleagues in prioritizing open customer issues, ensuring clear documentation of those issues for visibility to the wider team
• Actively participate cross-functionally to prioritize product issues based on maximizing retention of the broader customer base, including articulating solutions that capture synergies to address needs of multiple customers
• Work as a liaison between your book of business, your platform’s broader customer base, and internal technical teams to drive action that directly contributes to customer satisfaction, retention, and upsell
• In response to new product releases, lead the development and deployment of customer-facing documentation, release communication, and how-to knowledge to ensure successful adoption of new features
• Drive the improvement or new development of practices that improve customer awareness and utilization of Vector’s platforms.
• Other duties as assigned

Customer Success Manager – Public Safety

Manager

• Develop professional cooperative relationships with a portfolio of clients.
• Identify, retain, and grow Vector Solutions products based upon client needs and business initiatives.
• Provide a consultative sales approach through an extended sales cycle to consistently meet or exceed quota.
• May conduct product demos that focus on potential solutions for clients.
• Develop strong knowledge of Vector Solutions products and services to be able to align appropriate solutions to meet the specific needs of each client.
• Develop industry expertise within assigned client base.
• Maintain and track all client communications utilizing Vector Solutions customer relationship management system.
• Maintain revenue for assigned client base, confirm repeat business, and identify potential areas for new revenue generation among assigned clients.
• Address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate.
• Proactively conduct strategic account reviews with all assigned clients on an annual basis to review service needs and usage trends.
• Proactively conduct regular account checks to identify early risk.
• Reinforce the value of Vector Solutions products and identify additional opportunities.

Renewal Manager – Commercial

• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption
• Serve as primary contact for administrators in your book of business
• Conduct regular business reviews to achieve success against customer goals
• Proactively communicate platform updates, best practices, and progress against open issues to your book of business
• Identify and escalate major product issues, client concerns, and retention risks
• Participate with User Acceptance Testing as requested by senior leadership
• In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles
• Contribute to team projects as directed by leadership
• Serve as point of escalation for customer support issues
• Thoroughly understand your product, including independently providing demonstrations to customers
• Identify, document, and resolve issues that occur including assisting junior team members with problem solving
• Assisting senior team members with other projects around your role
• Other duties as assigned

Customer Success Manager – Government Solutions

• Develop new business opportunities within the insurance sector (approx. 67% of role)
• Manage and grow a portfolio of existing accounts (approx. 33% of role)
• Drive new revenue streams by upselling existing customers
• Leverage networking, prospecting, and cold calling to build a healthy pipeline
• Deliver effective sales presentations, web-based product demonstrations, and manage contract negotiations
• Achieve or exceed sales goals as set by management
• Navigate long sales cycles (3–18 months on average) with persistence and follow-up
• Maintain accurate records and forecasting in CRM systems
• Work independently while collaborating across internal teams to drive results

Enterprise Account Executive, Insurance Partnerships

Operations

• Partner with the Director to operationalize and refine the customer lifecycle journey (onboarding, adoption, support, renewal, expansion)
• Architect workflows that promote scalability and consistency across CX functions (e.g., onboarding playbooks, escalation processes, proactive outreach frameworks)
• Identify opportunities for automation and self-service to reduce friction and improve customer satisfaction
• Own the design and delivery of advanced reporting, dashboards, and predictive analytics that provide visibility into customer health, churn risk, and expansion opportunities
• Develop actionable insights that inform strategies for retention, expansion, and advocacy
• Champion data governance best practices to ensure quality, accuracy, and usability of customer data
• Serve as subject matter expert on CX technologies including Salesforce, ChurnZero, Zendesk, and related tools
• Lead optimization and administration of these platforms to ensure alignment with evolving CX strategy
• Partner with IT and RevOps to integrate CX systems with sales and marketing technologies
• Collaborate with stakeholders across CX, Sales, Marketing, Enablement, and Product to align initiatives and drive execution
• Mentor and coach team members across Customer Operations, sharing best practices and guiding professional growth
• Influence without authority, driving adoption of CX processes and frameworks across multiple departments

Manager, Data and CX Operations

Customer Support

• Act as first-level contact to customers utilizing communication tools such as phone, email, and chat
• Provide outstanding care by responding quickly to all customer requests, both internal and external, in a professional and timely manner
• Initiate and complete a variety of day-to-day tasks in support of Customer Services’ efforts to effectively serve customers
• Adeptly utilize internal Customer Relationship Management (CRM) and ticketing tool systems to manage customer support requests
• Develop a strong knowledge of Vector Solutions web-based products and be able to align these solutions to meet the specific needs of each customer
• Assist with administrative tasks and other special projects as needed
• Work with the accrediting bodies of several states on behalf of the customers
• Create customer-facing support articles for our knowledge repository
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Direct unresolved issues or feedback to the next level of support personnel
• Meet defined KPI (key performance indicator) goals
• Additional duties as assigned.

Customer Care Representative

Sales Development Rep

• Sales Development Representatives play a critical role in qualifying opportunities, building trust with the fire community, and sparking interest by bringing energy, credibility, and a service mindset to every conversation.
• Qualify and develop inbound leads and build business opportunities through outbound prospecting.
• Work to have a variety of touches (calls, emails, social, etc.) on all prospects in your assigned territory.
• Follow up with inbound leads in a timely manner outlined in our SLA.
• Develop qualified sales opportunities and cultivate future pipeline potential.
• Gain interest through outbound cold calling across a set of existing Vector Solutions customers and breaking into net new logos in assigned territories and markets.
• Schedule qualified discovery meetings/product demos for Account Executives.
• Collaborate with and leverage teammates to develop targeted lists, call strategies, and messaging to drive opportunities.
• Meet monthly strategic objectives sought to grow revenue in accounts through developing a consistent sales pipeline.
• Engage directly with fire service leaders (e.g., Fire Chiefs, Training Officers, Battalion Chiefs) to understand department priorities and introduce Vector Solutions’ technology as a trusted resource.
• Leverage your knowledge of fire service operations, training requirements, and public safety protocols to build credibility and tailor conversations.
• Identify challenges unique to fire departments (training compliance, safety reporting, incident management) and align Vector’s solutions to address those needs.
• Serve as a consultative partner to public safety agencies by translating operational experience into meaningful solution-based discussions.
• Act as the voice of the fire service in early-stage conversations, ensuring our outreach resonates with the realities of first responders.
• Work closely both with sales and marketing to provide better insight into the success of the marketing activities that are being run at the same time as generating new pipelines.
• Manage, track, and report on all activities and results using Salesforce and Outreach.
• Prolonged periods of sitting at a desk and working on a computer.
• Other duties as assigned.

Sales Development Representative, Fire

• Develop industry expertise within the assigned client base to stay updated on industry trends, competitors, and market dynamics to anticipate potential threats and opportunities.
• Develop strong knowledge of Vector Solutions products and services to be able to align appropriate solutions to meet the specific needs of each client.
• Leverage industry, product, and subject matter expertise to create and execute account strategies designed to deliver or reinforce value, uncover and mitigate risk, and drive growth and expansion within your book of business.
• Organize and manage cross-functional teams or efforts to ensure a successful customer experience and lifecycle on all aspects, from Implementation to Renewal.
• Serve as primary contact for influencers, decision makers, and leaders in your book of business.
• Coordinate regular business reviews to define and achieve success against customer goals.
• Delegate tactical tasks and issues to appropriate account team members.
• Serve as the internal voice of the customer to be a liaison between your book of business, your sector’s broader customer base, and internal technical teams to drive action that directly contributes to overall customer satisfaction, retention, and upsell.
• Identify and act on potential areas for new revenue generation.
• Provide a consultative sales approach through an extended sales cycle.
• May conduct product demos that focus on potential solutions for clients.
• Partner with or delegate sales cycles to Account Executives based on size, complexity, and expertise.
• Confirm, negotiate, and secure renewals with a focus on growth.
• Create and manage a pipeline and forecast of open renewals and growth opportunities.
• Consistently meet or exceed net retention and open renewal goals as set by management.