Customer Success Manager

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:

We are looking for a Customer Success Manager to continue to fuel our customer growth journey. In this impactful role, you will engage assigned clients to create a plan and ensure they can maximize value from the partnership. You’ll drive adoption, utilization and demonstrate best practices to help your assigned customers achieve their key objectives. In turn, this will allow us to strengthen relationships, solidify retention and identify expansion opportunities to grow the business.

The CSM will advocate for the voice of the customer, streamline processes and act as a liaison with internal departments to continue enhancing the strategic value of our solutions.

What You'll Do: 

• Manage the entire relationship with assigned accounts, including driving adoption, ensuring retention, and enabling product subscription renewals
• Collaborate with clients to build out success plans, timelines and establish critical goals to assist in achieving their objectives 
• Measure and monitor the achievement of customer KPI’s, reporting both internally to sales leadership and account team members and externally to key customer contacts 
• Establish a regular cadence with each assigned client to review executive dashboards and program status 
• Cement yourself as a trusted advisor with customers and drive continued value of our products and services 
• Work cross-functionally with the assigned account team (Sales, Services and Support) to find opportunities for new usage of company products 
• Work to identify and/or develop upsell and cross-sell opportunities 
• Advocate for customer needs and escalate issues cross-departmentally to help program-manage customer concerns 
• Assist in workshops to help demonstrate to customers the full value of their purchased solutions and lead facilitation of periodic customer meetings 
• Provide insight with respect to the availability and applicability of new products and features 
• Support the professional services team with scoping and selling add-on and new service opportunities 
• Support the Education team in identifying and recommending staff training opportunities 
• Identify, in cooperation with the assigned account team, the key success criteria for deployment and drive customer outcomes 
• Act as the liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps 
• Maintain current functional and technical knowledge of the entire 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 work experience
• Extensive experience and demonstrated success in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or public-sector organizations, preferably in a SaaS-based enterprise organization
• Demonstrated results with growing customer happiness, adoption, and retention
• Proven ability to drive continuous product value
• Experience or familiar with developing product use cases with customers
• Proven to be a self-starter and work independently within a highly collaborative and team-oriented environment 
• Excellent verbal and written communication, influencing at an executive or c-suite level, presentation, and interpersonal skills 
• Thrives in a fast-paced enviro