Customer Solutions Designer, State and Regional Applications

Customer Solutions Designer, State and Regional Applications

Team: Customer Success, Strategic Accounts · Level: Senior individual contributor · Reports to: General Manager, Strategic Accounts · Location: Remote, United States

Outcome. 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.

About the role

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.

Where we are headed

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.

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 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.

What you will do

Turn customer need into requirements

• 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.

Shape the platform with Product and Engineering

• 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.

Own the data

• 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.

Build what scales

• 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 business, including support for prospects and proposals.

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

• Share of requirements accepted by Engineering on the first pass, without rework.
• Defects found by customers in the areas you own, and how quickly they are closed.
• State and regional go-lives and data migrations delivered on the agreed date and validated.
• Satisfaction of state and regional customers with the platform and the partnership.
• Time to stand up a new state or region using your playbooks, against the last one.
• Time logged in real time and completely, to the team standard.

Your first 90 days

By day 30. Met every state and regional customer in the portfolio and your Product and Engineering partners. Current backlog and in-flight work reviewed. Working rhythm agreed.

By day 60. First set of requirements accepted by Engineering and released. Status baselined for every legacy data migration in flight.

By day 90. First reusable playbook in use. Migration plan agreed for the next legacy state system. Top platform gaps ranked with Product by customer impact.

State and regional EMS fundamentals

You bring these on day one, at the depth of someone who has worked in or alongside a state or regional EMS office:

• How a state or regional EMS office runs: who it licenses and oversees, how it is governed, and who decides what.
• The licensing and credentialing lifecycle for practitioners, agencies, vehicles, and education programs, from application through renewal, discipline, and expiration.
• How statute and administrative rule become requirements, and how a rule change reaches the people it governs.
• The National EMS Information System (NEMSIS) data standard, how agencies submit to the state, and how states and regions use those data.
• How public agencies buy and renew: fiscal years, budget cycles, procurement rules, and board or legislative approval.

How you grow here

This is a strategic role. Growth here comes from scope and impact: more states and regions, more products, and a larger say in how ESO designs for government customers.

Your development plan is set with your leader each quarter, built on the measures above and on feedback from your Product and Engineering partners.

Where it leads: Senior or principal solutions design; product management; or Strategic Accounts leadership.

Tools you will use

Tool

What you use it for

Customer relationship management (CRM) system

Accounts, opportunities, and what was promised to each customer

Work tracking system

Requirements, acceptance criteria, and test scenarios for Engineering

Application configuration tools

Workflows, business rules, and testing in the regulatory application and data repositories

Database and query tools

Data models, migration mapping, cleanup, and validation

Reporting and data tools

Reports and dashboards customers use

Ticketing system

Customer issues on the products you own; Customer Care owns the tickets

Team chat

Quick questions and coordination with your team and other teams

Time tracking system

Your time by customer and type of work

AI workspace and assistants

Drafts of requirements, test scenarios, migration mappings, and rule summaries from statutes and customer notes; you review every one before it reaches Engineering or a customer.

What you bring

Who does well here

You will do well here if you have worked in or alongside a state or regional EMS office, licensing board, or training program, and want to shape the technology they run on.

You will also do well if you have done this work under another title, such as business analyst, implementation lead, or solutions consultant, and want a role close to both the customer and the product.

Required

• Three or more years in EMS, public safety, healthcare, or government licensing, with firsthand knowledge of how regulatory and credentialing work gets done.
• Working knowledge of NEMSIS and how state and regional EMS offices use it.
• Strong command of data: modeling, quality, and reporting.
• A record of writing clear requirements and acceptance criteria that engineers build from.
• You separate what a customer asks for from what they are trying to accomplish, and you turn regulatory language into business rules and test scenarios.
• Clear writing and speaking with state officials, engineers, and executives.

Nice to have

• A background as an EMS clinician, firefighter, or healthcare professional.
• Product management experience or training.
• SQL skills.
• Experience migrating data from legacy government systems.

If you meet most of this and the work excites you, apply. We would rather talk with a strong candidate who took a different path than miss one.

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