Customer Solutions Designer, State and Regional

Team:
Customer Success, Strategic Accounts
- Level: Senior individual contributor

- Reports to:

General Manager, Strategic Accounts

- Location:

Remote, United States

State and regional EMS offices run licensing, credentialing, and data programs on a platform that fits their rules, and each new state starts faster than the last.

State and regional EMS offices license practitioners, agencies, and vehicles, oversee education programs, and turn data from every agency in their region into decisions. They need a platform that fits their statutes and rules, and data they can trust.

You are the bridge between those customers and the teams who build for them. You learn how a state or regional office works, translate statute, rule, and workflow into clear requirements and configuration, and stay with the work until it is in use.

Our state and regional applications include a regulatory application, which brings practitioner credentialing, agency licensing, vehicle permitting, and education program oversight into one configurable product with data at its core, and regional and state data repositories, which give customers curated access to regionalized data.

This is a strategic, matrixed role. You sit in Customer Success, report to the General Manager, Strategic Accounts, and work every day with a named partner in Product and in Engineering. That closeness keeps the platform grounded in the real work of state and regional EMS, and what you learn shapes how ESO designs and delivers for these customers.

State and regional EMS offices are moving off legacy systems and asking more of their data: faster licensing, cleaner submissions, and reporting that shows outcomes across a region. AI is starting to change how requirements are drafted, how data are checked, and how reports reach people.

You will help decide how our state and regional applications meet that moment, and build the patterns that let each new state start ahead. As priorities evolve, you may extend that work to other ESO products.

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.

You support the mission by making sure the people who oversee EMS in a state or region can trust the platform and the data behind it. When licensing runs cleanly and regional data are accurate, practitioners stay in the field and leaders make better decisions for their communities.

Much of it is how you work. You listen past the request to the goal, you tell customers plainly what the platform can and cannot do, and you hold the bar on quality before anything reaches them.

Customer workflows learned firsthand, working with state and regional offices, training coordinators, agencies, and practitioners.

Statutes, rules, and state-specific requirements translated into workflows and business rules the platform supports through configuration.

Clear requirements, acceptance criteria, and test scenarios for every change, written so Engineering can build it right the first time.

Features designed and configured across practitioner credentialing, agency licensing, vehicle permitting, and education program oversight.

Data aggregation and reporting tools for regional repositories, designed with customers to meet regional, regulatory, and business requirements.

A daily working rhythm with your Product and Engineering partners. You own the requirements and customer acceptance. Engineering owns the build, test, and release. Product owns roadmap priority.

The data strategy behind each design decision: what data are needed, how they are structured, how outcomes are measured, and how reports are presented.

Data migrations from legacy state systems guided from mapping through cleanup and validation.

Customer acceptance held to the ESO standard for accuracy, reliability, and data protection before a change is released.

Reusable playbooks, including ticket templates, test scenarios, configuration patterns, and data models, so each new state or product starts ahead.

Priorities set with Strategic Accounts for customer success and new…