Associate - Customer Success and Community Outreach

Who we are

The problem: Every minute matters in fire response. As climate change amplifies the intensity of wildfires—with longer fire seasons, dryer fuels, and faster winds—new ignitions spread faster and put more communities at risk. Today, most wildfires are detected by bystanders and reported via 911, meaning it can take hours to detect a fire, verify its exact location and size, and dispatch first responders. Fire authorities need a faster way to detect, confirm, and pinpoint fires so that they can quickly respond—preventing small flare-ups from becoming devastating infernos.

About Pano: Pano is a venture-backed early-stage climate tech startup that is the leader in wildfire early detection, leveraging the latest advancements in IoT, AI, satellites, and SaaS software to deliver actionable intelligence to customers. Pano leverages mountaintop cameras and satellites to detect the first traces of smoke and put real-time fire images in the hands of asset owners and first responders to speed up containment. Pano is already partnering with major utilities, fire authorities, and government agencies in the USA and Australia. Recent media coverage includes being named one of the Top 10 most innovative companies in AI of 2023 by FastCompany and recipient of the Innovative Mobile Service and Application Award at Mobile World Congress through our partnership with T-Mobile.

Pano brings together a diverse team bridging frontline, wildland firefighting experience with best-in-class know-how in operations, logistics, artificial intelligence, and software. Our team is composed of experienced technology professionals from companies such as Apple, Cisco, Nest, DoorDash and Meta. Headquartered in San Francisco with an office and factory in the Mission District, our hybrid team works from locations around the world. Founded in mid-2020, we’ve raised over $40M from leading VC funds. 

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

Pano is an equal opportunity employer committed to recruiting and supporting our team-members regardless of where they come from. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.