Customer Success Specialist, Logis Dispatch

Customer Success Specialist, Logis Dispatch 

Team: Customer Success, Logis · Level: Specialist · Reports to: Executive Director of Customer Success · Location: Remote, United States 

Outcome. Every Logis Dispatch agency has one person who knows how they run, gets value from each release, and renews because the system keeps earning its place on the floor. 

About the role 

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, or 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, and 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, and you see it through until it is solved. 

Where we are headed 

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. 

Agencies will need someone who knows their floor and can show them how to use what is new. That is this role, and it grows as the product does. 

Who ESO is 

ESO is the first responder for the first responders. We build software and data products for EMS agencies, fire departments, hospitals, and government stakeholders, and serve more than 18,000 customers. Our mission is to improve community health and safety outcomes through the power of data. 

How you support the mission 

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, and you leave each customer better off than you found them. That is what keeps customers with us. 

What you will do 

Manage relationships 

• 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. 

Step in and fill in 

• 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. 

Bring best practices 

• 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. 

Solve technical problems 

• 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. 

Time tracking 

• Log your time in real time, as you finish each issue or task, in the time tracking system, by customer and type of work. 

How success is measured 

• Health of the accounts you look after, and how quickly red and amber accounts recover. 

• Engagements closed on time, with the outcome the customer and the CSM agreed at the start. 

• Time to resolve the technical problems you take on, from first contact to the customer confirming it is fixed. 

• Customer satisfaction (CSAT) after each engagement. 

• Use of the product in the accounts you look after: the users and workflows that matter to each agency. 

• Time logged in real time and completely, to the team standard. 

Your first 90 days 

By day 30. Systems access; Logis Dispatch product depth built on the dispatch knowledge you bring; shadowed a CSM on account reviews and a Customer Care analyst on tickets. 

By day 60. Looking after your first set of accounts, with a regular touch. First short engagement run with a CSM. 

By day 90. Running engagements on your own, with clear scope and outcomes. Health current for every account you look after. 

• 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, disability insurance, and worksite benefits
• Paid parental leave, new child program, & flexible parental return-to-work options
• Casual office environments and unlimited office snacks and drinks