EMS Customer Success Consultant

EMS Software Trainer at Ninth Brain

Join Our Mission as an EMS Software Trainer at Ninth Brain! Remote Opportunity Michigan Residents Only This is a fully remote position; however, candidates must currently reside in Michigan to be considered. 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. As an EMS Software Trainer, you'll do more than deliver trainingyou'll become a trusted partner to clients, helping them solve real operational challenges and get the most from the tools they use every day. We're looking for someone who is curious, relationship-driven, and energized by helping others succeed. Someone who can confidently lead conversations, build trust, communicate complex ideas clearly, and create engaging learning experiences. In this role, you'll lead onboarding and training initiatives, contribute to client communications and educational content, participate in industry conversations, attend conferences, and bring back insights that help shape both the client experience and our product. If you're looking for a role where you can influence how clients learn, adopt, and succeed with softwarenot just follow a scriptthis is the opportunity for you.

What You'll Do

• 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 advisoranticipating 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
• Use tools like CRM and Jira to track progress, client engagement, and initiatives
• Create polished, engaging written content with a strong attention to tone, clarity, and storytellingwhether developing client communications, updating manuals, or explaining complex workflows
• Maintain accurate training records and client documentation

Represent Ninth Brain in the industry

• Travel to 1-4 healthcare industry-specific conferences per year
• Engage with clients and prospects while representing the brand
• Build relationships with industry leaders, partners, and vendors

Ideal Candidate Traits

• Client-Centered Mindset You genuinely care about client success and go beyond answering questionsyou 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 informationyou 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.

What We're Looking For

• 5+ years of experience in Emergency Medical Services (required)
• 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 (14 per year)
• Self-starter mindset with strong organizational and problem-solving skills in a remote environment

Bonus Skills (Not Required, But Nice to Have)

• Experience with software demonstrations or SaaS platforms
• Familiarity with CRM analytics and reporting
• Experience managing webinars or virtual learning environments
• Background in process improvement or training development

Tools & Platforms You'll Use

• CRM platforms
• Jira
• Zoom and virtual training tools
• Microsoft Office Suite (PowerPoint, Excel)

What You'll Get

• 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
• A generous schedule of paid holidays, including your birthday, summer Friday program, and PTO
• Monthly stipend to offset phone and internet services for working remotely
• Monday to Friday schedule (except when traveling for conferences)
• Work from the comfort of your home office
• Stay connected with the team via phone, Zoom chat, and scheduled meetings
• Fun in-person company quarterly outings

Ready to help first responders succeed with smarter tools? Apply today and be part of a mission-driven team dedicated to supporting the EMS community through meaningful training and partnership.

Ninth Brain is a professional services firm that enables first responder organizations to focus on what's important: less on paperwork and more on saving lives. Launched in 2001, Ninth Brain is a Michigan-based software company that has developed a suite of tools that provides a centralized solution to help organizations with maintaining their daily operations. These tools include tracking required credentials, providing a robust learning management system, creating forms/checklists, managing workforce scheduling, and much more.