{"id":3718175,"url":"https://alion.io/job/eso-customer-success-specialist-logis-dispatch","title":"Customer Success Specialist, Logis Dispatch","company":{"id":673803,"name":"ESO","domain":"eso.com","url":"https://alion.io/company/eso-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T20:18:52Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-11T07:02:15Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Customer Success Specialist, Logis Dispatch \nTeam: Customer Success, Logis · Level: Specialist · Reports to: Executive Director of Customer Success · Location: Remote, United States \nOutcome. 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. \nAbout the role \nAgencies 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. \nThis 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. \nWhere we are headed \nLogis 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. \nAgencies 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. \nWho ESO is \nESO 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. \nHow you support the mission \nYou 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. \nMuch 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. \nWhat you will do \nManage relationships \nLook 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. \nSpot 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. \nFeed what you learn into renewal and expansion conversations with the CSM and Sales. \nStep in and fill in \nRun 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. \nCover accounts when a CSM is out or a customer needs more attention than usual. \nBe called on for other work as needed, and close it out cleanly. \nBring best practices \nShow agencies how their peers use Logis Dispatch well, and recommend changes to configuration and workflow. \nHelp supervisors and leaders use data to see how their center is doing. \nSolve technical problems \nWork a customer's technical problem through to the end with Customer Care, Integration Engineering, and Implementation, so the customer has one person to call. \nReproduce and document issues clearly, and keep the customer informed until they are solved. \nTime tracking \nLog your time in real time, as you finish each issue or task, in the time tracking system, by customer and type of work. \nHow success is measured \nHealth of the accounts you look after, and how quickly red and amber accounts recover. \nEngagements closed on time, with the outcome the customer and the CSM agreed at the start. \nTime to resolve the technical problems you take on, from first contact to the customer confirming it is fixed. \nCustomer satisfaction (CSAT) after each engagement. \nUse of the product in the accounts you look after: the users and workflows that matter to each agency. \nTime logged in real time and completely, to the team standard. \nYour first 90 days \nBy 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. \nBy day 60. Looking after your first set of accounts, with a regular touch. First short engagement run with a CSM. \nBy day 90. Running engagements on your own, with clear scope and outcomes. Health current for every account you look after. \nBenefits & Perks\n\nESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:\nCompetitive health plans (medical, dental, & vision insurance)\nPTO (starting at 20 days) & 12 company holidays\n401(k) with company match\nTelemedicine service provided by ESO\nSavings accounts (FSA, HSA, DCA)\nEmployee Assistance Program (EAP)\nAnnual health and wellness reimbursement\nPeace of mind benefits such as life insurance, disability insurance, and worksite benefits\nPaid parental leave, new child program, & flexible parental return-to-work options\nCasual office environments and unlimited office snacks and drinks\n\nAbout ESO\n\nESO 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’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland. \nAre you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission. \nAll offers are contingent upon a successful background check.\nESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor. \nApplicant Privacy Notice - please click here to review the privacy policy which details how your data is collected, used and protected.","description_format":"text","description_chars":6760,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["EHR & Clinical Software","Health Data & Interoperability"],"lifecycle":[{"event":"open","at":"2026-11-04T01:37:03Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":7,"expected_fill_days":34,"reasons":["conf:4","urgency","velocity","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/eso-customer-success-specialist-logis-dispatch","json_url":"https://alion.io/job/eso-customer-success-specialist-logis-dispatch.json","meta":{"generated_at":"2026-11-11T10:55:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18891,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673803},"rest":"https://alion.io/mcp/rest/get_company?id=673803"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feso-customer-success-specialist-logis-dispatch"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feso-customer-success-specialist-logis-dispatch"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feso-customer-success-specialist-logis-dispatch"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eso-customer-success-specialist-logis-dispatch\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feso-customer-success-specialist-logis-dispatch"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3718175}},{"tool":"search_jobs","arguments":{"company":"eso.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3718175},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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