Manager, Technical Account Management

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 Director, the Manager, Technical Account Management is responsible for leading and developing the Technical Accounts team to ensure the successful delivery of post-sales technical support and solution optimization for ImageTrend clients. This role oversees the day-to-day team operations within their assigned segment, provides coaching and guidance to team members, and ensures alignment with organizational goals for customer satisfaction, technical excellence, and service delivery.

Our Technical Accounts team bridges the gap between technical support and strategic customer engagement. They strive to exceed customer expectations and drive high levels of satisfaction through a highly personalized and responsive service model and offering strategic technical recommendations by 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:

1. Lead, mentor, and develop a Technical Accounts team, comprising of Technical Account Specialists, Technical Account Managers, and Principal Consultants, fostering a culture of accountability, collaboration, and continuous improvement

2. Oversee the execution of team responsibilities, including technical issue resolution, solution optimization, and proactive customer engagement

3. Monitor and manage team performance against KPIs and SLAs, ensuring consistent service delivery and high levels of customer satisfaction

4. Provide guidance on complex technical escalations and serve as a point of contact for high-impact customer issues

5. Conduct regular team meetings, one-on-ones, and performance reviews to ensure alignment with individual and departmental goals

6. Collaborate with Support, Engineering, Sales, Product, Customer Success and other cross-functional teams to ensure coordinated and effective customer support and retention

7. Represent the Technical Account Management team in internal planning sessions and contribute to customer success and technical service delivery initiatives or other strategic initiatives and projects as assigned

8. Participate in customer meetings as needed to support relationship management, technical planning, or issue resolution

9. Drive process improvements and standardization across workflows, documentation, and reporting

10. Support onboarding and training of new team members, and facilitate ongoing professional development for the team

11. Work with internal teams and employees in conference planning and execution as required

12. Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes

13. Travel to orientation, industry or company events, or other onsite meetings as required

14. Perform additional duties or tasks as assigned

Requirements:

• Degree or the equivalent combination of education and relevant experience
• Substantial proven experience working in a technical client services or related position, preferably in a SaaS-based organization with strong knowledge of or direct experience in Fire, EMS, or healthcare related industries
• Demonstrated experience leading a technical, client-facing team, preferably at a SaaS organization within public safety or healthcare industries
• Strong understanding of SaaS environments, system integrations, and technical support best practices
• Proven ability to lead, coach, and develop high-performing technical teams and identify areas for improvement to help elevate and accelerate organizational results
• Excellent verbal and written communication, including strong presentation and interpersonal skills and the ability to influence others to achieve results
• Excellent time management and organizational skills and can handle multiple projects simultaneously
• Excellent attention to detail and strong analytical, problem-solving and critical thinking skills
• Strong technical aptitude and experience with account management platforms, ticketing and monitoring tools, and web conferencing technologies, preferably Salesforce, Zendesk and MS Teams or other similar systems
• Exceptional triage, technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems and simplify complex technical concepts for all audiences
• Strong knowledge of the software development lifecycle, preferably with scrum/agile familiarity
• Proven to be a proactive self-starter and thrive in a fast-paced environment
• Ability to work independently within a highly collaborative and team-oriented environment while maintaining a strong customer focus
• 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 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 $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.