Customer Success Specialist

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 Eagan, MN, 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: Under the direction of the Director, Customer Success, the Customer Success Specialist will engage a high-volume book of clients to ensure they can maximize value from the partnership. You’ll drive adoption, utilization and demonstrate best practices to help your customers achieve their key objectives. In turn, this will allow us to strengthen relationships, solidify retention and identify expansion opportunities to grow the business.

What You'll Do:

• Maintain relationships with clients, including driving adoption, ensuring retention, and enabling product subscription renewals
• Monitor the health of customer accounts, reporting both internally to sales leadership and account team members
• Proactively communicate and engage with clients to review the account for renewal
• Act as an advisor with customers and drive continued value of our products and services
• Work to identify and/or develop upsell and cross-sell opportunities
• Advocate for customer needs and escalate issues cross-departmentally to address customer concerns and ensure timely resolution of technical inquiries
• Assist and provide deployment and operational standard methodologies
• Demonstrate to customers the full value of their purchased solutions and drive customer outcomes
• Inform clients of the availability and applicability of new products and features
• Support the Education team in identifying and recommending staff training opportunities
• Maintain current functional and technical knowledge of the applicable 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

Requirements:

• Degree or the equivalent combination of education and relevant experience
• Exposure or familiarity with customer advocacy and engagement, such as post-sales or professional services functions, preferably in a SaaS-based organization
• Familiarity with growing customer adoption, expansion and retention
• Ability to showcase and drive product value in a high-volume environment
• Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment
• Strong verbal and written communication, negotiation, presentation, and interpersonal skills
• Enjoys a fast-paced environment and can adjust to changing priorities
• Attention to detail, analytical, and problem-solving skills
• Technical trouble-shooting skills, coupled with the ability to escalate problems
• Understanding of how to communicate the value to customers of implementing various technologies
• Experience providing 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 25% (~10% on Average)

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Deadline to apply is at least 3 days after the posting date listed.

Position Salary Range: The annual base salary range for this full-time role is $65,000 - $80,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training and other relevant qualifications.

ImageTrend is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at 952-469-1589, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

ImageTrend participates in the Electronic Employment Verification Program (E-Verify) to validate employee Form I-9 documentation. Please visit everify.gov to learn more.