ImageTrend Inc. 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 Technical Account Manager to 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 mai taining 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 healthcare and EMS related industries * Some 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 industry experience with emergency services, healthcare or hospitals, or direct exposure to ImageTrend solutions * Strong technical aptitude and experience with account management tools and technologies, such as web-conferencing (MS Teams, join.me), CRM (Dynamics, SFDC), and ticketing platforms (Zendesk) * 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% Benefits and Growth: * Opportunity to work with cutting-edge technology in the EMS, Fire and healthcare industries * Competitive compensation * 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 professional development, product training, and career pathing For applicants that reside in the following states, California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents, please contact careers@imagetrend.com for salary range information. At ImageTrend, we celebrate diversity and strive to ensure a workplace where everyone feels a sense of inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at careers@imagetrend.com, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law. Employment Opportunity/M/F/disability/protected veteran status Apply Here: https://www.click2apply.net/dW22jbtOW7XVWhNY6I1odn PI249650874