Customer Success Manager

2 weeks ago

Lakeville, Minnesota, United States ImageTrend Full time
About Us

ImageTrend, Inc. is a leading provider of software solutions, data analytics, and services for the healthcare and emergency response community. Our mission is to connect life's most important data to enable fully integrated patient-centric healthcare and public safety.

Job Description

We are seeking a highly motivated and experienced Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for driving customer growth, adoption, and retention. Your primary focus will be on building and maintaining strong relationships with our clients, identifying opportunities for upsell and cross-sell, and ensuring that our solutions meet their evolving needs.

Key Responsibilities:
  • Manage the entire relationship with assigned accounts, including driving adoption, ensuring retention, and enabling product subscription renewals
  • Collaborate with clients to build out success plans, timelines, and establish critical goals to assist in achieving their objectives
  • Measure and monitor the achievement of customer KPIs, reporting both internally to sales leadership and account team members and externally to key customer contacts
  • Establish a regular cadence with each assigned client to review executive dashboards and program status
  • Cement yourself as a trusted advisor with customers and drive continued value of our products and services
  • Work cross-functionally with the assigned account team (Sales, Services, and Support) to find opportunities for new usage of company products
  • Work to identify and/or develop upsell and cross-sell opportunities
  • Advocate for customer needs and escalate issues cross-departmentally to help program-manage customer concerns
  • Assist in workshops to help demonstrate to customers the full value of their purchased solutions and lead facilitation of periodic customer meetings
  • Provide insight with respect to the availability and applicability of new products and features
  • Support the professional services team with scoping and selling add-on and new service opportunities
  • Support the Education team in identifying and recommending staff training opportunities
  • Identify, in cooperation with the assigned account team, the key success criteria for deployment and drive customer outcomes
  • Act as the liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps
  • Maintain current functional and technical knowledge of the entire 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 the equivalent combination of education and relevant work experience
  • Extensive experience and demonstrated success in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or public-sector organizations, preferably in a SaaS-based enterprise organization
  • Demonstrated results with growing customer happiness, adoption, and retention
  • Proven ability to drive continuous product value
  • Experience or familiar with developing product use cases with customers
  • Proven to be a self-starter and work independently within a highly collaborative and team-oriented environment
  • Excellent verbal and written communication, influencing at an executive or C-suite level, presentation, and interpersonal skills
  • Thrives in a fast-paced environment and can quickly adjust priorities
  • High attention to detail and strong analytical, problem-solving, and critical thinking skills
  • Strong technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems
  • Prior experience conducting workshops for customers and discussing the pros and cons of implementing various technologies and the business value
  • Experience navigating and steering customer engagements to completion with 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 50% (~25% 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 50%
  • Continuous professional development, product training, and career pathing

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 [insert email], and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

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