About The Position
The Customer Success Specialist manages relationships with a set of Logis Dispatch accounts and provides hands-on product, workflow, and technical expertise. While a Customer Success Manager owns an account’s strategy, this role owns the details of how the dispatch floor and product work, resolving issues and helping agencies get value from Logis Dispatch. The specialist may fill in for a CSM, run scoped customer engagements, share best practices, provide training, and advise agencies on configuration and workflows. The role is expected to grow as Logis Dispatch adds cloud, mobile, and AI capabilities and connects dispatch with the broader emergency response ecosystem. The specialist supports ESO’s mission by helping emergency response professionals trust and effectively use the tools they rely on. Success includes maintaining healthy accounts, completing engagements to agreed outcomes and schedules, resolving technical problems, improving relevant product use, earning customer satisfaction, and recording time accurately and in real time. The position is remote in the United States and reports to the Executive Director of Customer Success.
Responsibilities
- Manage a set of Logis Dispatch accounts in the customer success platform, maintaining account health, regular customer contact, and useful notes.
- Identify account risks, including reduced product use, recurring tickets, or new leadership, and address them or escalate them to the account’s CSM.
- Share account insights with the CSM and Sales to inform renewal and expansion conversations.
- Run short, clearly scoped customer engagements such as adoption initiatives, workflow reviews, refresher training, and configuration clean-ups.
- Cover accounts when a CSM is unavailable or a customer needs additional attention, and complete other assigned work cleanly.
- Show agencies effective peer practices and recommend configuration and workflow changes.
- Help supervisors and leaders use data to understand their center’s performance.
- Work technical problems through to resolution in coordination with Customer Care, Integration Engineering, and Implementation.
- Reproduce and document technical issues and keep customers informed until resolution.
- Record time in real time in the time tracking system, by customer and type of work.
- Maintain account health, recover red and amber accounts, and support meaningful product use.
- Complete engagements on time and to the outcomes agreed with the customer and CSM.
- Track technical problem resolution from initial contact until the customer confirms the issue is fixed.
- Collect customer satisfaction (CSAT) after each engagement and keep account health information current.
Benefits
- Medical, dental, and vision insurance
- PTO starting at 20 days and 12 company holidays
- 401(k) with company match
- Telemedicine service
- FSA, HSA, and DCA savings accounts
- Employee Assistance Program (EAP)
- Annual health and wellness reimbursement
- Life insurance, disability insurance, and worksite benefits
- Paid parental leave, new child program, and flexible parental return-to-work options
- Casual office environments and unlimited office snacks and drinks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
