Customer Success Industry Manager - Healthcare

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 Eagan, MN, 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 an Implementation Manager, the Customer Success Industry Manager will support internal teams and clients with advanced industry and product knowledge throughout the customer lifecycle.

Most days will involve meeting clients to train, educate and inform of best practices with ImageTrend solutions and helping them understand how to apply these techniques to meet their needs and adhere to changing industry requirements. This role will also work closely with Implementation and other Customer Success teams to support training needs, go-live and onboarding processes and assist with other cross-functional projects to ensure successful outcomes for clients.

What You'll Do:

• Create and present engaging and insightful onsite product training and provide in-depth education for groups and individual clients, both at the corporate office and client sites as required
• Join client implementation calls to support internal team members and customers with advanced industry knowledge, product expertise and best practices
• Conduct and assist clients with audit process after implementation go-live
• Facilitate online client training and deliver virtual webinars for product and industry education as assigned
• Ensures all client training requirements, objectives, obstacles, and delays are properly documented, including time worked in tickets, closing all documentation, and submitting invoice milestones as applicable
• Design, maintain and meet project objectives and client requirements, including ensuring achievement of timelines and deadlines by collaborating with stakeholders for all processes
• Provides high quality implementation, professional services, product education content and training delivery for unique or high priority projects as assigned
• Maintains open lines of communication and awareness of client issues and escalates to appropriate teams as needed
• Establishes high credibility with clients and ensures satisfaction by providing informed, reliable, and professional advice and education about our solutions through trainings and industry expertise
• Presents or teaches at industry conferences and other tradeshows, 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 updates 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 or other materials as required
• Assists with scoping custom training projects or services to aid in developing proposals & contracts and providing occasional support for pre-sales or other product demonstrations
• Contributes to the ongoing maintenance of departmental OneNote, and other resources or systems used by the team and cross-functionally
• Suggests ideas to improve internal processes, the training experience or our products and services to fulfill customer needs and achieve organizational objectives
• Travel to orientation, industry or company events, or other onsite meetings as required
• Perform additional duties or tasks as assigned

Requirements:

• Degree or equivalent combination of education and relevant work experience, preferably with additional professional industry certifications
• Experience or familiarity with work as a first responder or similar field exposure in emergency services, public safety or healthcare
• Experience working in product training, education, project delivery and/or implementation in an adult learning and/or SaaS environment, preferably within the Public Safety or Healthcare industries
• Proven experience delivering and facilitating in-person training and presentations for both groups and individuals
• Advanced knowledge of ImageTrend products and understanding of state and national Hospital, EMS and Fire reporting requirements
• Experience with and ability to define, scope, estimate work and track tasks to facilitate successful project completion and deliver effective content
• Excellent presentation, interpersonal and communication skills, both written and verbal, including the ability to effectively communicate complex concepts to all audiences in clear, simple, and understandable terms
• Strong 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 and hold oneself accountable to goals and objectives
• Strong attention to detail and understanding of standardized data collection
• Strong project management and prioritization skills when handling multiple objectives simultaneously to accomplish projects under tight deadlines
• Proficiency with MS Office Suite, project management or tracking systems, and tools used for delivery of educational content such as Absorb or similar LMS, Teams, Screenshare, OneNote, SharePoint, Monday.com, Service Cloud, and other comparable platforms
• Exposure to, or familiarity with the software development lifecycle and Agile/Scrum methodologies
• 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 as required, up to 50%

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 $85,000- $115,000 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.