Customer Success Educator I

Description

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:

The Customer Success Educator I primarily focuses on providing education administration and delivering on customer training projects and services. You will execute tailored training curriculum and education to clients by having a foundational understanding of the products and showing proficiency in customizing plans for each customer. Most days will consist of facilitating adult learning and training via webinars and in-person sessions for ImageTrend clients and collaborating internally to share knowledge and best practices within the education team and other departments as needed.

What You'll Do: 

• Assists clients through planning, development, training, and execution of the ImageTrend products to ensure quality is achieved as planned
• Designs and maintains training curriculum and ensures compliance to timeframe and requirements by collaborating with stakeholders for all education processes
• Ensures all education requirements, objectives, obstacles, and delays are properly documented, including time worked in education tickets, closing all education documentation, and submitting invoice milestones as applicable
• Provides assistance in scoping projects to aid in developing proposals & contracts
• Contributes to the ongoing maintenance of departmental OneNote, internal education sites and other internal products used, and maintains knowledge of department and company processes
• Fulfill client webinars through virtual training and lead free or paid in-house trainings at the Lakeville office or onsite at client locations as required
• Provides high quality product education delivery for unique or high priority projects
• Maintains open lines of communication, provides internal awareness of client escalations
• Establishes and maintains great relationships with clients as a trusted advisor, providing informed, reliable, and professional advice and education about our solutions
• Presents or teaches at the Annual Connect Conference and other tradeshows, conferences and events as appropriate, along with assisting with planning and execution
• Collaborate and coordinate resources to drive successful client education outcomes and strengthen customer relationships including reporting to and aligning with internal account teams and external stakeholders as needed to ensure client satisfaction and meet retention goals
• Reviews and advises on updates to instructional and technical curriculum to ensure clarity, accuracy, accessibility, and ease of use to improve and maintain internal and external documentation, product requirements, release notes, screenshots, diagrams and screencast videos
• Aids in conducting internal education sessions for other teams alongside L&D
• Recommends changes to products or services to fulfill customer needs
• Travel to orientation, industry or company events, and other onsite meetings as required, up to 50%
• Assists other teams and performs other duties as assigned

Requirements

• Bachelor’s Degree or equivalent combination of education and relevant work experience
• Experience working in education, project delivery and/or implementation in an adult learning and/or SaaS environment, preferably within the Public Safety or Healthcare industries
• Experience with and ability to define, scope, estimate work and track education tasks to facilitate successful project completion and deliver effective content
• Strong presentation, interpersonal and communication skills, both written and verbal, including the ability to effectively communicate complex concepts in clear, simple, and understandable terms and influence at the senior leadership level
• Effective analytical & critical thinking skills and the ability to quickly learn new technologies 
• Excellent organizational skills, appreciation of critical timelines and the ability to self-motivate a