Customer Success Specialist I

1 week 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 Specialist I to join our team. In this role, you will be responsible for engaging with a high-volume book of clients to ensure they maximize value from our partnership. You will drive adoption, utilization, and demonstrate best practices to help your customers achieve their key objectives.

Key Responsibilities:
  • Maintain relationships with clients to drive adoption, retention, and product subscription renewals
  • Monitor the health of customer accounts and report internally to sales leadership and account team members
  • Proactively communicate and engage with clients to review account health and identify opportunities for growth
  • Act as an advisor to customers, driving continued value of our products and services
  • Identify and develop upsell and cross-sell opportunities
  • Advocate for customer needs and escalate issues cross-departmentally to address customer concerns and ensure timely resolution of technical inquiries
  • Assist and provide deployment and operational standard methodologies
  • Demonstrate to customers the full value of their purchased solutions and drive customer outcomes
  • Inform clients of the availability and applicability of new products and features
  • Support the Education team in identifying and recommending staff training opportunities
  • Maintain current functional and technical knowledge of the applicable 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
Requirements:
  • Degree or equivalent combination of education and relevant experience
  • Exposure or familiarity with customer advocacy and engagement, such as post-sales or professional services functions, preferably in a SaaS-based organization
  • Familiarity with growing customer adoption, expansion, and retention
  • Ability to showcase and drive product value in a high-volume environment
  • Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment
  • Strong verbal and written communication, negotiation, presentation, and interpersonal skills
  • Enjoys a fast-paced environment and can adjust to changing priorities
  • Attention to detail, analytical, and problem-solving skills
  • Technical trouble-shooting skills, coupled with the ability to escalate problems
  • Understanding of how to communicate the value to customers of implementing various technologies
  • Experience providing 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 25% (~10% 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 25%
  • Continuous professional development, product training, and career pathing

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