Sr. Customer Success Project 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 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 Implementation Manager, the Senior Customer Success Project Manager is responsible for the successful completion of complex or key client project initiatives and provides occasional assistance or mentorship to other team members. This includes initiation, planning, design, execution, monitoring, documentation, controlling and closure of project interfacing with internal and external stakeholders.

What You'll Do:

• Manages assigned projects with time-bound deliverables including projects with high levels of complexity, assigned to key clients, or aligned with current and future product offerings
• Define, develops, and governs comprehensive internal and client facing project schedules and work plans, as well as helps facilitate or participate in all relevant meetings and actions to complete projects assigned
• Owns end to end project performance from initiation through deployment, ensuring milestones are met and keeping internal stakeholders informed
• Predicts and proactively requests resources needed to reach objectives, while managing resources in an effective and efficient manner
• Directs and executes client-facing product transitions, ensuring minimal disruption, strong adoption, and alignment with business and customer outcomes
• Plans and executes new product roll outs & product deprecation with appropriate ImageTrend stakeholders
• Identifies, assesses, and mitigates project risks, designing and implementing proactive risk management and contingency strategies for assigned client service initiatives
• Supports leadership to understand and address team resourcing needs, and optimizes and improves processes and overall approach for existing processes
• Serves as project manager for smaller products that don’t require full-time management and provides project assistance or coaching to other colleagues on the team as assigned
• Establishes and maintains comprehensive project documentation, ensuring accuracy, compliance, transparency, and knowledge transfer across teams
• Partners with Data Specialists to plan and coordinate large-scale data initiatives, ensuring data quality, compliance, and alignment with regulatory and organizational standards
• Travel to orientation, industry or company events, or other onsite meetings as required
• Performs additional duties as assigned

Requirements:

• Degree or equivalent combination of education and relevant work experience
• Extensive, proven experience working in a technical client services or related position, preferably in a SaaS-based organization within Fire, EMS, or healthcare related industries
• Established experience in project management, leading complex technical implementation projects for key clients or another similar role
• Completed Project Management Certification (PMP)
• Demonstrated experience working across a portfolio of enterprise software products, with a strong understanding of product functionality, integrations, and client use cases
• Experience with technical documentation and writing
• Excellent analytical & critical thinking skills, with excellent attention to detail and problem-solving abilities
• Excellent interpersonal, influencing, presentation and communication skills, both verbal and written
• Excellent time management and organizational skills, proven ability to succeed in a fast-paced environment and can quickly adjust to changing priorities to meet critical timelines
• Ability to translate plans into phased action and understanding of the software development lifecycle, preferably using Agile/Scrum methodologies
• Strong ability to learn new technologies quickly and proficiency in MS suite, including Office, CRM and Project tools
• Strong ability to optimize processes and apply best practices to improve organizational results
• Proven experience coaching or mentoring colleagues to improve and develop their skillsets
• Ability to maintain discretion when handling proprietary and confidential information
• Enthusiasm for learning and expanding knowledge or skills
• Strong work ethic, integrity, honesty, collaboration and team orientation
• Ability to travel based on customer and business needs and the location of customers, up to 10%

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 $90,000- $120,000 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.