Technical Account 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 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: Under the direction of a technical accounts leader, the Technical Account Specialist will provide a high-touch and expedited level of support to our customers and guide them through best practices with their applications. You’ll get to know our clients and their site environments in a hands-on way to provide exceptional service, ensure customers find value in our solutions and help them achieve day-to-day goals or project initiatives.

Our Technical Accounts team strives to exceed customer expectations and drive high levels of satisfaction through a highly personalized and responsive service model. This team directly impacts the success of customers and our organization through their product knowledge, relationship-building skills and ability to thrive in a high-volume environment.

What You'll Do:

• Build and maintain strong, long-term relationships through proactive efforts and highly responsive communication with clients with the goal of becoming a trusted advisor

• Provide high-level technical support to customers, address inquiries, troubleshoot issues and resolve complex problems, including prioritizing and managing multiple client cases simultaneously to ensure timely and effective resolution of all open concerns

• Expedite service tickets and escalate support issues as needed while working cross-functionally with assigned account team or other departments to ensure quick resolution of client concerns

• Communicate effectively with clients to understand their needs, goals, and provide solutions that assist with day-to-day application best practices, enhance their experience and improve their success

• Provide coordination or other short-term project support for version releases and feature upgrades or updates

• Demonstrate new modules, review release notes, discuss support or education opportunities, or showcase other tactics to clients to ensure they see value in our solutions

• Help identify and communicate up-sell, cross-sell or other opportunities to improve product value to Sales and Customer Success

• Prepare monthly and quarterly reports on account status or initiatives to clients, and leadership as needed, including identification of any potential at-risk clients

• Maintain knowledge of the solution suite and future products or roadmap enhancements to help explain features and share best practices to clients and team members

• Present information and best practices for our solutions at the Annual Connect Conference and other industry tradeshows, conferences and events or client onsite meetings as required

• Advocate for client requests or general market needs and provide insights or ideas to help us continue improving products and processes

• Additional duties as assigned

Requirements:

• Degree or professional certification or equivalent combination of education and experience

• Some experience working in a support, customer success, client services or related position, preferably in a SaaS-based organization and/or Fire, EMS, or healthcare related industries

• Ability 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

• Time management skills, the ability to succeed in a fast-paced environment and can adjust to changing priorities

• Attention to detail and analytical, problem-solving and critical thinking skills

• Triage, technical trouble-shooting skills and the ability to provide quick resolutions to problems

• Strong technical aptitude to learn new systems and knowledge of MS Office Suite or other similar tools

• Familiarity or exposure to account management tools and technologies, such as web-conferencing (MS Teams, join.me), CRM (Dynamics, SFDC), and ticketing platforms (Zendesk)

• Willingness to share best practices with the team or others to help elevate and accelerate organizational results

• Familiarity or exposure to 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 $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