Customer Success Manager

About Us:

ImageTrend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, its clients, and providing world-class implementation and support is unsurpassed. Based in Lakeville, Minn., ImageTrend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future. 

Employment at ImageTrend is not just about doing a job; it's about being a part of a community. We are top-notch talent, passionate about making a difference through the work we do together!

Description:

We are looking for a Customer Success Manager to continue to fuel our customer growth journey. In this impactful role, you will engage assigned clients to create a plan and ensure they can maximize value from the partnership. You’ll drive adoption, utilization and demonstrate best practices to help your assigned customers achieve their key objectives. In turn, this will allow us to strengthen relationships, solidify retention and identify expansion opportunities to grow the business.

The CSM will advocate for the voice of the customer, streamline processes and act as a liaison with internal departments to continue enhancing the strategic value of our solutions.

What You'll Do: 

• Manage the entire relationship with assigned accounts, including driving adoption, ensuring retention, and enabling product subscription renewals
• Collaborate with clients to build out success plans, timelines and establish critical goals to assist in achieving their objectives 
• Measure and monitor the achievement of customer KPI’s, reporting both internally to sales leadership and account team members and externally to key customer contacts 
• Establish a regular cadence with each assigned client to review executive dashboards and program status 
• Cement yourself as a trusted advisor with customers and drive continued value of our products and services 
• Work cross-functionally with the assigned account team (Sales, Services and Support) to find opportunities for new usage of company products 
• Work to identify and/or develop upsell and cross-sell opportunities 
• Advocate for customer needs and escalate issues cross-departmentally to help program-manage customer concerns 
• Assist in workshops to help demonstrate to customers the full value of their purchased solutions and lead facilitation of periodic customer meetings 
• Provide insight with respect to the availability and applicability of new products and features 
• Support the professional services team with scoping and selling add-on and new service opportunities 
• Support the Education team in identifying and recommending staff training opportunities 
• Identify, in cooperation with the assigned account team, the key success criteria for deployment and drive customer outcomes 
• Act as the liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps 
• Maintain current functional and technical knowledge of the entire product suite and future products or roadmap enhancements
• Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes
• Achieve all MBO goals, or other assigned targets
• Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required 
• Additional duties as assigned

• Degree or the equivalent combination of education and relevant work experience
• Extensive experience and demonstrated success in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or public-sector organizations, preferably in a SaaS-based enterprise organization
• Demonstrated results with growing customer happiness, adoption, and retention
• Proven ability to drive continuous product value
• Experience or familiar with developing product use cases with customers
• Proven to be a self-starter and work independently within a highly collaborative and team-oriented environment 
• Excellent verbal and written communication, influencing at an executive or c-suite level, presentation, and interpersonal skills 
• Thrives in a fast-paced environment and can quickly adjust priorities
• High attention to detail and strong analytical, problem-solving and critical thinking skills
• Strong technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems 
• Prior experience conducting workshops for customers and discussing the pros and cons of implementing various technologies and the business value 
• Experience navigating and steering customer engagements to completion with a high level of customer satisfaction
• Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals preferred
• Ability to travel based on customer and business needs and the location of customers, up to 50% (~25% on Average)

Benefits and Growth:

• Opportunity to work with cutting-edge technology in the healthcare industry
• Competitive salary with additional incentives 
• Comprehensive benefits package including health insurance, retirement plans, and more
• Collaborative and inclusive work environment with opportunities for growth and development
• Remote position with Travel, up to 50% travel 
• Continuous professional development, product training, and career pathing 

For applicants that reside in the following states, California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents, please contact careers@imagetrend.com for salary range information.

At ImageTrend, we celebrate diversity and strive to ensure a workplace where everyone feels a sense of inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran. 

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at careers@imagetrend.com, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.