Product Marketing

• Partner with cross-functional teams to develop go-to-market plans aligned across ESO offerings
• Drive customer-facing operational communications across ESO’s product portfolio, including planned changes and unplanned service issues
• Work with Product to understand platform strategy and share market and buyer insights that inform the roadmap
• Develop solution positioning and messaging based on market and buyer-persona challenges
• Conduct market research and intelligence, including competitor monitoring, win/loss interviews, and message testing
• Identify, develop, and/or manage written, video, presentation, and other content creation to support revenue goals
• Partner with Sales Enablement on targeted content, playbooks, and messaging supporting value articulation across channels
• Report to the Director of Product Marketing as part of the Marketing team

Product Marketing Specialist

Account Manager

• Manage ongoing relationships and upsell opportunities with existing customers in the EMS healthcare market
• Engage in networking and lead generation activities to grow existing business and develop sales pipeline
• Report to the Director of Sales (West)
• Manage a sales pipeline for named accounts in the United States
• Build and maintain relationships with key client decision makers and industry partners
• Educate clients, agencies, and partners on ESO products through meetings and sales presentations
• Engage subject matter experts as needed
• Develop and progress client-specific sales proposals
• Accurately forecast sales opportunities
• Lead and support contract negotiations
• Manage pipeline and forecasts to drive sales opportunities to closure against a sales quota
• Work closely with stakeholders from EMS and Fire sectors

Customer Success Manager

• Act as the hub for customers across their ESO journey
• Engage as a point of contact for customers experiencing post-deployment integration challenges
• Serve as primary point of contact for customers requiring a Customer Success Manager
• Drive product adoption, renewal, and customer satisfaction
• Ensure customers adopt ESO Suite into their workflows and use products in line with business objectives
• Use data to identify insufficient adoption and usage, driving improvement through frequent engagement with end-users, administrators, and executives
• Assist customers intending to renew or grow and serve as an ESO advocate
• Own retention and renewal activities, including proactive outreach 60 days before renewal and internal pricing uplift or adjustment interactions
• Partner with Sales and Finance on downsells, clawbacks, cancellations, and terminations to save or recover at-risk customers
• Identify product expansion opportunities with Sales
• Monitor trigger events and determine appropriate customer-success plays
• Ensure stakeholders use analytical capabilities from ESO data repositories and health and safety indices
• Build and maintain customer relationships and satisfaction
• Resolve client needs at the lowest level and escalate when necessary
• Report to the Director, Customer Success for Hospitals