Customer Solutions Designer – State and Regional Applications

This is a fully remote position, open to applicants in Texas.

📋 Description

• Acquire knowledge of customer workflows by collaborating with state and regional offices, training coordinators, agencies, and practitioners.

• Convert statutes, regulations, and state-specific requirements into adaptable workflows and business rules.

• Draft requirements, acceptance criteria, and test scenarios for the Engineering team.

• Design and configure functionalities for practitioner credentialing, agency licensing, vehicle permitting, and oversight of education programs.

• Create data aggregation and reporting tools for regional repositories.

• Engage daily with Product and Engineering partners while managing requirements and ensuring customer acceptance.

• Establish a data strategy that includes data needs, structures, outcome measurement, and report presentation.

• Oversee legacy-system data migrations from mapping through to cleanup and validation.

• Ensure customer acceptance adheres to standards for accuracy, reliability, and data protection.

• Develop reusable playbooks, ticket templates, test scenarios, configuration patterns, and data models.

• Prioritize tasks with Strategic Accounts to enhance customer success and support new business, including prospecting and proposal assistance.

• Log time in real-time by customer and work type.

• Achieve success metrics for first-pass requirements, defect resolution, go-lives, migrations, customer satisfaction, reusable playbooks, and comprehensive time tracking.

⛳️ Requirements

• Minimum of three years' experience in EMS, public safety, healthcare, or government licensing, with direct knowledge of regulatory and credentialing processes.

• Familiarity with NEMSIS and its application by state and regional EMS offices.

• Strong proficiency in data modeling, data quality, and reporting practices.

• Proven track record of writing clear requirements and acceptance criteria for engineering teams.

• Capability to interpret regulatory language into business rules and test scenarios.

• Excellent written and verbal communication skills with state officials, engineers, and executives.

• Preferred: background as an EMS clinician, firefighter, or healthcare professional.

• Preferred: experience or training in product management.

• Preferred: SQL skills.

• Preferred: experience in migrating data from legacy government systems.

🏝️ Benefits

• Quarterly development plans established with leadership.

• Opportunities for professional growth through expanded scope and impact.

• Potential for advancement into senior or principal solutions design, product management, or leadership roles in Strategic Accounts.