EMS Customer Success Consultant

About the role

Help shape how EMS professionals use technology every day. At Ninth Brain Suite, we build software that helps EMS agencies spend less time on administration and more time supporting their crews and communities.

Responsibilities

• Deliver impactful training and client experiences
• Lead engaging virtual training sessions that build client confidence and product expertise
• Guide new clients through onboarding with a thoughtful, structured approach
• Present webinars that highlight key features and industry-relevant topics
• Build strong client relationships
• Develop deep understanding of client operations, goals, and challenges
• Act as a trusted advisor—anticipating needs and delivering solutions
• Ensure every interaction leaves clients feeling supported, empowered, and valued
• Leverage industry insight
• Use your EMS experience to connect with clients and communicate effectively
• Translate real-world workflows into meaningful software use cases
• Gather feedback from clients and advocate for improvements
• Collaborate and contribute internally
• Partner with internal teams to improve training processes and client experience
• Create polished, engaging written content with a strong attention to tone, clarity, and storytelling—whether developing client communications, updating manuals, or explaining complex workflows
• Maintain accurate training records and client documentation
• Represent Ninth Brain in the industry
• Engage with clients and prospects while representing the brand
• Build relationships with industry leaders, partners, and vendors

Requirements

• 5+ years of experience in Emergency Medical Services
• Leadership or administrative experience (e.g., Field Supervisor, Operations Manager, Educator) preferred
• Strong presentation, communication, and relationship-building skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Experience in training, customer service, or client-facing roles (2+ years preferred)
• Ability to confidently engage with stakeholders at all organizational levels
• Proficiency with tools like PowerPoint, Excel, CRM systems, and task management software
• Exceptional written communication and creative writing skills with the ability to simplify complex topics
• Willingness to travel for conferences and industry events (1–4 per year)
• Self-starter mindset with strong organizational and problem-solving skills in a remote environment

Qualifications

• Client-Centered Mindset – You genuinely care about client success and go beyond answering questions—you build relationships and trust.
• Engaging Communicator – You’re confident presenting to groups, leading conversations, and adapting your approach based on your audience.
• EMS Industry Insider – You understand the challenges, workflows, and language of EMS professionals and use that insight to guide your work.
• Training Advocate – You don’t just deliver information—you create experiences that help people learn, retain, and apply knowledge.
• Proactive Problem Solver – You take initiative, anticipate needs, and actively work to improve both training and the client experience.
• Collaborative Partner – You enjoy working across teams, sharing insights, and contributing to continuous improvement.
• Strong Written Storyteller – You can take complex workflows, technical concepts, and product changes and turn them into clear, engaging content. Whether writing client communications, training materials, release notes, or documentation, you know how to adapt your voice for the audience and make information easy to understand.

Skills

• Experience with software demonstrations or SaaS platforms
• Familiarity with CRM analytics and reporting
• Experience managing webinars or virtual learning environments

Bonus Skills

• Background in process improvement or training development

Benefits

• Competitive salary based on experience and skill level
• Medical, dental, and vision coverage
• 401(k) retirement plan with company matching
• Parental Leave
• Disability Insurance
• Group and Voluntary Life Insurance

Pay

Competitive salary based on experience and skill level

Schedule

Monday to Friday schedule (except when traveling for conferences)

Application Instructions

Apply today and be part of a mission-driven team dedicated to supporting the EMS community through meaningful training and partnership.