[Hiring] Customer Success Specialist @ESO

Role Description

Agencies run their dispatch floor on Logis Dispatch. Most of the time they need little from us. When they do need something, it is usually a specific problem:

• A workflow that is not working
• A new supervisor who needs to learn the product
• An interface that is acting up
• A leader who wants to get more out of what they bought

This role is the person we send, and the expert in the room. You manage relationships with a set of Logis Dispatch accounts, and you go deep wherever an agency needs it:

• Filling in
• Bringing best practices
• Solving technical problems
• Advising like a consultant

A Customer Success Manager (CSM) owns the strategy for an account. You own the detail:

• You know how the dispatch floor and the product really work
• You get into the problem
• You see it through until it is solved

Logis Dispatch is becoming more than a dispatch system. It is moving to the cloud, adding mobile and AI tools, and connecting dispatch to the rest of emergency response.

You support the mission by making sure the people who answer 911 calls can trust the tools in front of them. When an agency gets more out of Logis Dispatch, its crews get to calls faster and its leaders can see what is working.

Much of it is how you show up:

• You listen first
• You treat every dispatcher and supervisor with patience and respect
• You follow through on what you promise
• You leave each customer better off than you found them

Qualifications

• Experience in customer success or a related field
• Strong communication and interpersonal skills
• Ability to manage multiple accounts effectively
• Technical aptitude to solve customer issues

Requirements

• Manage relationships
• Spot risk early, such as a drop in use or a new leader
• Feed what you learn into renewal and expansion conversations
• Run short engagements with a clear scope
• Cover accounts when a CSM is out
• Show agencies how their peers use Logis Dispatch well
• Work a customer's technical problem through to the end
• Log your time in real time

Benefits

• Competitive health plans (medical, dental, & vision insurance)
• PTO (starting at 20 days) & 12 company holidays
• 401(k) with company match
• Telemedicine service provided by ESO
• Savings accounts (FSA, HSA, DCA)
• Employee Assistance Program (EAP)
• Annual health and wellness reimbursement
• Peace of mind benefits such as life insurance and disability insurance
• Paid parental leave, new child program, & flexible parental return-to-work options
• Casual office environments and unlimited office snacks and drinks

Company Description

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals.

We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.