Customer Success Specialist 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:

We are looking for a Customer Success Specialist I to continue to fuel our growth journey. In this role, you will engage a high-volume book of clients to ensure they can maximize value from the partnership. You’ll drive adoption, utilization and demonstrate best practices to help your 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 CSS will advocate for the voice of the customer, provide top-tier service and act as a liaison with internal departments to continue enhancing the value of our solutions.

What You'll Do: 

• Maintain relationships with clients, including driving adoption, ensuring retention, and enabling product subscription renewals
• Monitor the health of customer accounts, reporting both internally to sales leadership and account team members
• Proactively communicate and engage with clients to review the account for renewal
• Act as an advisor with customers and drive continued value of our products and services 
• Work to identify and/or develop upsell and cross-sell opportunities 
• Advocate for customer needs and escalate issues cross-departmentally to address customer concerns and ensure timely resolution of technical inquiries
• Assist and provide deployment and operational standard methodologies 
• Demonstrate to customers the full value of their purchased solutions and drive customer outcomes
• Inform clients of the availability and applicability of new products and features 
• Support the Education team in identifying and recommending staff training opportunities 
• Maintain current functional and technical knowledge of the applicable 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 equivalent combination of education and relevant experience
• Exposure or familiarity with customer advocacy and engagement, such as post-sales or professional services functions, preferably in a SaaS-based organization
• Familiarity with growing customer adoption, expansion and retention
• Ability to showcase and drive product value in a high-volume environment
• Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment 
• Strong verbal and written communication, negotiation, presentation, and interpersonal skills 
• Enjoys a fast-paced environment and can adjust to changing priorities
• Attention to detail, analytical, and problem-solving skills
• Technical trouble-shooting skills, coupled with the ability to escalate problems 
• Understanding of how to communicate the value to customers of implementing various technologies
• Experience providing a high level of customer satisfaction
• Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals preferred
• Ability to travel based on customer and business needs and the location of customers, up to 25% (~10% on Average)

Benefits and Growth:

• Opportunity to work with cutting-edge technology in the healthcare industry
• Competitive salary with additional incentives 
• Comprehensive benefits package including health insurance, retirement plans, and more
• Collaborative and inclusive work environment with opportunities for growth and development
• Remote position with Travel, up to 25% travel 
• Continuous prof