Customer Value Engineer (Logis Dispatch/CAD)
at ESO (View all jobs)ABOUT ESO
ESO builds software and data solutions purpose-built to serve EMS agencies, fire departments, hospitals, and government stakeholders. Our mission is to improve community health and safety outcomes through the power of data, and we take that mission seriously. We are the first responders for the first responders.
ABOUT THE ROLE
As a Customer Value Engineer for Logis Dispatch/CAD, you own the earliest and most consequential part of the customer relationship: understanding who the customer actually is, what problem they are solving, how their communication center operates today, and what success looks like from their point of view. You are the customer's first deep technical point of contact, and the quality of your discovery and scoping work determines whether implementation starts from a clear plan or from a guess.
This role sits within Customer Value Engineering. Your center of gravity is discovery, integration mapping, scoping, and value selling: understanding a customer's problem well enough to document their real requirements, translating that into an accurate scope of work, and building a value narrative their own stakeholders can use to justify the investment. Demonstrations, including first-look demonstrations, remain a real and expected part of this job, particularly while the team transitions to this operating model. Over time your time shifts further toward discovery and scoping, but demonstration skill stays part of what makes you effective here, not something you leave behind.
You do not need to be the deepest expert in every corner of Logis Dispatch/CAD. You need to know the platform and the dispatch and communication center domain well enough to run discovery and produce an accurate, well-bounded scope of work on your own for most deals, and to recognize quickly when a deal needs a specialist, such as an implementation engineer or an integration specialist, pulled in for a specific technical question rather than carried through the full sales cycle. Today, implementation engineers are being pulled out of technical delivery work to answer questions that should have been resolved in discovery. Closing that gap is the reason this role exists.
WHAT YOU WILL DO
Discovery and integration mapping (the core of the role)
- Run structured discovery with prospective customers to understand their communication center operations, current workflow, decision-makers, and the underlying business problem, not just the features they are asking about.
- Map every integration a customer needs in specific terms: which system, who owns the other side of that system, what data has to move, in which direction, and on what protocol or standard, not just whether an integration exists.
- Establish, as part of discovery, what success looks like for this customer in their own terms, so it can be confirmed later rather than assumed.
- Document discovery decisions as structured data in Salesforce, not free-text notes, so the information travels with the deal instead of living with one person.
- Recognize when a question exceeds your depth and route it promptly to the right specialist, rather than guessing or pulling that specialist into the full sales cycle.
Scoping and value selling
- Translate discovery findings into a clear, bounded, and accurate scope of work that Sales can sell against and Implementation can execute against without re-discovering the deal.
- Build a value narrative that connects Logis Dispatch/CAD capabilities to the specific outcomes this customer's stakeholders care about, so the internal business case is clear to whoever has to approve the purchase.
- Support Sales in positioning scope and price against the value the customer has agreed the solution will deliver, rather than against a generic feature list.
Demonstrations
- Deliver first-look and solution-specific product demonstrations as needed. Demonstration remains a real part of this role, particularly during the team's transition to a discovery-led operating model.
- Where discovery has already happened, build the demonstration around that specific customer's problem rather than a standard script.
- Respond to RFPs and technical inquiries with accurate, detailed information about Logis Dispatch/CAD functionality, interoperability, and compliance posture.
Value realization
- Confirm after go-live whether the solution delivered the outcome the customer defined as success during discovery, and document where it did not.
- Feed value-realization findings back to Customer Success and into renewal and expansion conversations, so they start from evidence rather than assumption.
Implementation handoff and continuity
- Produce a structured handoff package in Rocketlane, seeded from the Salesforce opportunity, that carries the customer's requirements, integration map, and success criteria into implementation without requiring the customer to repeat themselves.
- Stay engaged through early implementation as the technical point of continuity, validating that what is being built matches what was scoped, and closing gaps before they become escalations or change orders.
- Serve as an escalation resource for complex dispatch and CAD questions from Customer Success once the customer is live, drawing on the discovery record you built.
Product and market intelligence
- Provide structured feedback to the Product team on feature gaps, evolving CAD standards, and changing communication center requirements, drawing on patterns across multiple discovery engagements rather than single anecdotes.
- Monitor changes to NENA standards, next-generation 911 (NG911) requirements, and state and local dispatch regulations, and communicate impacts internally.
- Contribute to competitive analysis by articulating how Logis Dispatch/CAD compares to alternative CAD solutions in the market.
HOW SUCCESS IS MEASURED
- Scope accuracy: how closely what is implemented matches what was scoped, tracked through change orders and rework flagged during implementation.
- Technical win rate and discovery-to-decision cycle time on supported opportunities.
- Reduction in implementation engineer time pulled into pre-sales conversations.
- Completeness and quality of handoff packages, as rated by the Implementation team.
- Rate of accounts where the customer's defined success criteria are confirmed met within 90 days of go-live.
- Structured product feedback delivered to Product and reflected in roadmap decisions.
This is not a quota-carrying role.
WHAT YOU BRING
Required
- Three to five years of hands-on experience in a 911 communication center or dispatch operation, including direct use of computer-aided dispatch (CAD) systems.
- Demonstrated ability to run structured discovery and translate operational requirements into an accurate, bounded scope of work. This is the core skill for the role.
- Working knowledge of dispatch protocols, call-taking workflows, and the operational pressures of EMS and fire communication centers.
- Familiarity with Logis CAD or comparable CAD platforms and the integration landscape surrounding dispatch operations, including records management, ePCR, radio, mapping, and telephony systems.
- Strong written and verbal communication skills, able to translate between communication center staff, technical teams, and Sales.
- Comfort delivering both first-look and solution-specific product demonstrations. Demonstration remains part of this role, particularly during the team's transition to a discovery-led model.
- Ability to build a clear, quantified value narrative connecting product capabilities to a customer's specific business outcomes.
- Comfort working independently in a remote environment, managing multiple concurrent deals across cross-functional teams.
- Roughly 50–70% travel required.
Preferred
- Direct experience with Logis CAD or a comparable dispatch and communication center software platform.
- Background in a customer-facing, implementation, presales, or solution architecture role.
- Emergency Medical Dispatch (EMD) or Emergency Fire Dispatch (EFD) certification.
- Exposure to regional or state-level 911 governance and interoperability standards across radio, telephony, and mapping systems.
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