Note: The job is a remote job and is open to candidates in USA. ESO builds software and data products for emergency services and healthcare organizations. The Customer Success Specialist manages Logis Dispatch customer relationships, provides workflow and product guidance, runs focused customer engagements, and resolves technical issues through to completion.
Responsibilities
- Look after a set of Logis Dispatch accounts in the customer success platform: health, a regular touch, and the notes that let anyone pick up where you left off
- Spot risk early, such as a drop in use, a run of tickets, or a new leader, and act on it or raise it with the account's CSM
- Feed what you learn into renewal and expansion conversations with the CSM and Sales
- Run short engagements with a clear scope, a start, and an end: an adoption push, a workflow review, refresher training for new staff, or a configuration clean-up
- Cover accounts when a CSM is out or a customer needs more attention than usual
- Be called on for other work as needed, and close it out cleanly
- Show agencies how their peers use Logis Dispatch well, and recommend changes to configuration and workflow
- Help supervisors and leaders use data to see how their center is doing
- Work a customer's technical problem through to the end with Customer Care, Integration Engineering, and Implementation, so the customer has one person to call
- Reproduce and document issues clearly, and keep the customer informed until they are solved
- Log your time in real time, as you finish each issue or task, in the time tracking system, by customer and type of work
Benefits
- For full-time employment: competitive health plans (medical, dental, & vision insurance)
- For full-time employment: PTO (starting at 20 days) & 12 company holidays
- For full-time employment: 401(k) with company match
- For full-time employment: telemedicine service provided by ESO
- For full-time employment: savings accounts (FSA, HSA, DCA)
- For full-time employment: Employee Assistance Program (EAP)
- For full-time employment: annual health and wellness reimbursement
- For full-time employment: life insurance, disability insurance, and worksite benefits
- For full-time employment: paid parental leave, new child program, & flexible parental return-to-work options
- For full-time employment: casual office environments and unlimited office snacks and drinks
- Remote, United States
Company Overview