Technical Account Manager

Job Duties

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 Manager, Technical Account Management, the Technical Account Manager will proactively resolve our customers' technical challenges, optimize their solutions and help them avoid issues before they happen by ensuring environmental stability for their sites. You'll be a post-sales technical resource for clients and go-to contact during customer service events, providing best practices and simplifying technical concepts within the solutions.

Our TAM team strives to exceed customer expectations and drive high levels of satisfaction through strategic technical recommendations and being value-added advisors. This team directly impacts the success of customers and our organization through their technical expertise, in-depth product knowledge, and ability to build strong relationships.

What You'll Do:

Act as a trusted and strategic technical advisor with customers to drive continued solution optimization and value of our products & services

Ensures best practices are adhered to within the customer's environment and delivers consistent service levels by exceeding customer expectations and avoiding customer escalations

Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to customer requests, field change orders (FCO), and reconfigurations, and is engaged on all upgrade and execution plans

Maintains awareness of all complex service matters and activities to support the clients' organizational initiatives, including attending technical solutions implementation calls as available

Monitor support interactions, advocate for customer needs and proactively respond to and escalate issues cross-departmentally to help resolve complex technical customer concerns that surpass standard support capabilities

Report on weekly, monthly and quarterly KPI's or SLA's, which includes, and not limited to, technical performance trending, code-level review/recommendations, and a review of relevant service requests open within a customer's environment

Work cross-functionally with the assigned account team (Sales, Customer Success and Support) to find opportunities for new usage of company products and ensure effective coordination and use of internal technical resources

Perform technical account reviews and help identify and/or develop Education training add-on's, upsell and cross-sell opportunities based upon customer environment technical observations

Maintain current functional and technical knowledge of an assigned product suite and future products or roadmap enhancements to help explain complex technical concepts and teach best practices to clients and team members

Present complex technical information in a group setting and share best practices for our solutions to clients, internal employees, and other stakeholders both virtually or in-person meetings and during the Annual Connect Conference and other industry tradeshows, conferences and events as required

Provide some mentorship and coaching to junior team members within Customer Success, fostering their professional growth and development, assisting them as assigned and maintaining concurrent workload

Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes

Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required, up to 25%

Additional duties as assigned

Requirements:

Degree or equivalent combination of education and experience

Proven experience working in a technical client services or related position, preferably in a SaaS-based organization and/or Fire, EMS, or healthcare related industries

Experience implementing and supporting complex technology solutions, preferably with exposure to larger projects or long-term initiatives

Proven to be a proactive self-starter and work independently within a highly collaborative and team-oriented environment

Strong verbal and written communication, including presentation and interpersonal skills and the ability to influence others to achieve results

Strong time management skills, proven ability to succeed in a fast-paced environment and can quickly adjust to changing priorities

Strong attention to detail and analytical, problem-solving and critical thinking skills

Excellent triage, technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems

Experience coaching or mentoring junior team members to help skill development

Ability to identify areas for improvement and willingness to share best practices with others to help elevate and accelerate organizational results

Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals

Strong technical aptitude and experience with account management tools and technologies, such as web-conferencing (MS Teams, join.me), and Salesforce

Knowledge of the software development lifecycle and scrum/agile preferred

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 25%

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 $75,000- $95,000 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.

Minimum Education Required

High School Diploma or Equivalent

Minimum Experience Required

None

Shift

First (Day)

Number of Openings

1

Public Transportation Accessible

Yes

Veterans Encouraged to Apply

No

Physical Required

Yes

Drug Test Required

Yes

Compensation

$75,000.00 - $95,000.00 / Annually

Postal Code

55121

Job Type

Full Time

Place of Work

On-site

Requisition ID

cuTW2j5SHc-RxsMv8lbkuw

Job Benefits

Not specified