[Hiring] Customer Value Engineer @ESO

Role Description

As a Customer Value Engineer for Logis Dispatch/CAD, you own the earliest and most consequential part of the customer relationship:

• Understanding who the customer actually is.
• Identifying the problem they are solving.
• Understanding how their communication center operates today.
• Defining what success looks like from their point of view.

You are the customer's first deep technical point of contact, and the quality of your discovery and scoping work determines whether implementation starts from a clear plan or from a guess.

This role sits within Customer Value Engineering, focusing on:

• Discovery
• Integration mapping
• Scoping
• Value selling

Demonstrations, including first-look demonstrations, remain a real and expected part of this job. Over time, your focus will shift further toward discovery and scoping, but demonstration skill stays part of what makes you effective.

You do not need to be the deepest expert in every corner of Logis Dispatch/CAD, but you should know the platform and the dispatch and communication center domain well enough to:

• Run discovery and produce an accurate, well-bounded scope of work.
• Recognize when a deal needs a specialist for specific technical questions.

Qualifications

• Three to five years of hands-on experience in a 911 communication center or dispatch operation.
• Demonstrated ability to run structured discovery and translate operational requirements into an accurate, bounded scope of work.
• Working knowledge of dispatch protocols, call-taking workflows, and operational pressures of EMS and fire communication centers.
• Familiarity with Logis CAD or comparable CAD platforms and the integration landscape surrounding dispatch operations.
• Strong written and verbal communication skills.
• Comfort delivering both first-look and solution-specific product demonstrations.
• Ability to build a clear, quantified value narrative connecting product capabilities to a customer's specific business outcomes.
• Comfort working independently in a remote environment.
• Roughly 50–70% travel required.

Requirements

• Run structured discovery with prospective customers.
• Map every integration a customer needs in specific terms.
• Establish what success looks like for the customer.
• Document discovery decisions as structured data in Salesforce.
• Recognize when a question exceeds your depth and route it to the right specialist.
• Translate discovery findings into a clear, bounded, and accurate scope of work.
• Build a value narrative connecting Logis Dispatch/CAD capabilities to customer outcomes.
• Deliver first-look and solution-specific product demonstrations as needed.
• Confirm after go-live whether the solution delivered the defined outcome.
• Produce a structured handoff package in Rocketlane.
• Stay engaged through early implementation as the technical point of continuity.
• Provide structured feedback to the Product team.
• Monitor changes to NENA standards and communicate impacts internally.
• Contribute to competitive analysis.

Benefits

• This is not a quota-carrying role.

Company Description

ESO builds software and data solutions purpose-built to serve EMS agencies, fire departments, hospitals, and government stakeholders. Our mission is to improve community health and safety outcomes through the power of data.