Director, Implementation

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 the Chief Customer Officer, the Director of Implementation is responsible for leading the team that delivers client implementation projects and services across ImageTrend’s EMS, Fire, and Hospital product suites. This role ensures strategic alignment, consistency, and efficiency in project delivery, setting customers up for success with their solutions. The Director provides leadership, drives process improvements, and collaborates cross-functionally to maintain a high standard of client experience and operational excellence.

What You'll Do:

• Provide strategic leadership and day-to-day direction for the implementation team, ensuring successful project delivery and client satisfaction
• Conduct regular team and 1:1 meetings to share updates, coach for skill development, manage performance, and support career growth
• Resolve escalated client issues and guide team members through complex implementation challenges
• Oversee delivery of high-priority or strategic implementation projects as assigned
• Collaborate with leadership and peer directors to refine workflows, policies, and quality standards for the implementation lifecycle and employee onboarding/training
• Review and approve updates to technical and instructional documentation to ensure clarity, accuracy, and usability for internal and external audiences
• Partner cross-functionally with Sales, Support, Education, and Technical Account Management to ensure alignment and a seamless client experience
• Support pre-sales activities, including product demonstrations and project scoping for proposals and contracts
• Manage implementation tools and systems, including user access and configuration for team resources
• Contribute to conference planning and execution as needed
• Monitor industry trends and client feedback to identify opportunities for process and product improvements
• Travel to client sites, orientations, industry events, and company meetings as required (up to 25%)
• Perform additional duties as assigned to support organizational goals

Requirements:

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Extensive experience in implementation, project delivery, and client services, preferably within a SaaS organization serving EMS, Fire, or Hospital sectors.
• Strategic leadership experience, including coaching, team development, and performance management.
• PMP certification strongly preferred.
• Exceptional communication skills, both written and verbal, with the ability to present to diverse audiences and simplify complex concepts.
• Strong analytical, problem-solving, and critical thinking skills.
• Proactive and adaptable, thriving in a fast-paced environment with multiple priorities.
• Excellent organizational and time management skills, with a proven ability to meet critical deadlines.
• Strong understanding of standardized data collection and departmental processes.
• Proven ability to identify and implement process improvements to enhance efficiency and client outcomes.
• Technical aptitude, including proficiency with MS Office Suite, CRM platforms (Dynamics, SFDC), ticketing systems (Zendesk), and web conferencing tools (MS Teams).
• Proven knowledge of the software development lifecycle and Agile/Scrum methodologies 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 work in-office on a hybrid basis as required
• Ability to travel as required, up to 25%

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 $115,000 - $150,000 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.