Implementation Specialist (CAD)

About the role 

The Implementation Specialist for Computer-aided Dispatch (CAD) implementations is a multi-tasker who is obsessed with organization and details.  You are focused on the requirements necessary for a customer to be successful with our CAD application, which will include coordination with internal Subject Matter Experts. You must be able to juggle various project influences including business, customer, technical and product. You are a “roll with it” and “think on your feet” kind of person, but comfortable with taking the bull by the horns when needed.  The right candidate for this role loves delivering value and supporting customers on the front lines and behind the scenes!  

More about you 

You are responsible for the success of each client in Onboarding. You will provide management and oversight through all phases of onboarding and can expect to: 

• Follow the pre-defined Onboarding process; meeting SLAs and ensuring the Customer’s expectations are managed at the start of the Onboarding process.  

• Coordinate with customers to ensure achievement of complete configuration within established timeframe. 

• Keep the client motivated, excited and on task to complete their implementation. 

• Assure that our partners (customers) feel heard, taken care of and most of all that the products and services you deliver take them to a place of success they couldn’t get to without us.    

• Develop new processes and recommend improvements to all procedures to ensure optimal level of customer satisfaction at all times. 

• Identify and address implementation risks to remove project roadblocks and engage appropriate internal escalation resources. 

• Meet or exceed productivity metrics while enhancing the customer experience 

• Resolve immediate escalations to ensure customer satisfaction 

• Coordination with internal SMEs; central point for customer across start to end process and inclusive of product training.  

• Escalation point for Onboarding Coordinator for challenges on other accounts. 

• Assist with data conversions. 

Your Qualifications 

To be successful in this role you should have: 

• Be passionate about technology and how it can influence the lives of both our customers and their communities. 

• Display solid experience of managing tasks and deliverables, ideally multiple concurrently. 

• Experience in a customer-facing role 

• Experience with implementation, training or subject matter expert with CAD software considered asset 

• Able to explain technical concepts to non-technical audiences and to translate requirements into technical deliverables. 

• Strong organizational and time management skills 

• Excellent verbal and written communication skills 

• Confident with communicating via phone 

• Flexible; be able to adapt to a fast-paced, changing environment 

• Attention to detail and accuracy, in thinking and execution 

• Willingness to learn 

• Ability to meet deadlines 

• Capable of wearing multiple hats 

Benefits & Perks

ESO 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:

• 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

About ESO

ESO 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. 

Are 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. 

All offers are contingent upon a successful background check.

ESO 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.