Joseph Mule

Customer Success Manager with 17+ years in law enforcement and public safety technology. Proven experience managing large-volume customer onboarding programs, delivering training and enablement across diverse audiences, and building scalable processes and documentation that reduce friction and drive adoption. Brings firsthand credibility as a former NYPD Sergeant who understands how police agencies operate, make decisions, and adopt technology, combined with the customer success skills to turn that knowledge into measurable outcomes for customers.

Customer Success Manager at Reveal Media (2025-03 – 2026-05)

• Managed end-to-end onboarding and activation programs for customers, conducting kickoff calls, configuring account settings, delivering training, and guiding customers to full platform adoption.
• Handled high volumes of inbound customer requests, balancing urgency with thoroughness to resolve issues, meet SLA expectations, and maintain high customer satisfaction across the portfolio.
• Developed and iterated on customer-facing training materials, policy setup guides, and onboarding documentation to reduce support dependency and improve self-service outcomes.
• Analyzed customer usage data and deployment metrics to identify adoption gaps, surface root causes, and implement scalable process improvements, including outcomes tied to an 86% theft deterrence rate.
• Leveraged AI-based platform capabilities to accelerate customer activation and demonstrate advanced feature value to end users.
• Coordinated cross-functionally across sales, product, and support teams to resolve escalations, capture customer feedback, and improve onboarding workflows.
• Built and maintained detailed deployment roadmaps, milestone trackers, and issue logs, ensuring accountability, transparency, and on-time delivery across multiple concurrent programs.

Consultant – Law Enforcement Oversight & Compliance at Post Event Evaluation LLC (2024-10 – Present)

• Serve as an independent consultant supporting police departments through court-ordered monitoring processes and compliance audits.
• Conduct assessments of policy, training, and technology use to ensure adherence to national and judicial standards.
• Provide written reports and recommendations to oversight bodies and department leadership, outlining actionable steps for improvement in training, supervision, and operational policy.

Director of Training at Principis Group (2024-03 – 2025-01)

• Designed and delivered scalable training programs for law enforcement agencies on technology implementation, evidence management, and compliance, building reusable curriculum and enablement resources.
• Collaborated with agency leadership to identify workflow inefficiencies and implement process improvements that strengthened program accountability and outcomes.

Sergeant & BWC Program Manager at New York City Police Department (2007-01 – 2024-10)

• Led one of the nation's largest public safety technology deployments, 24,000+ devices across 36,000 personnel, managing onboarding, activation, training, and sustained adoption at massive scale.
• Built and maintained SOPs, training documentation, policy frameworks, and compliance reporting used across the full department.
• Designed and delivered role-based training programs for recruits, supervisors, and specialized units, translating complex technical functionality into practical, audience-specific skills.
• Analyzed system usage data, identified recurring issues and adoption gaps, and implemented process improvements that drove compliance and platform effectiveness.
• Coordinated across internal departments, technology vendors, and field units to resolve issues, align schedules, and ensure seamless program delivery.

– Middlesex County College