Technical Account Manager

4 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 and enable fully integrated patient-centric healthcare and public safety.

Job Description

We are seeking a highly skilled Technical Account Manager to join our team. As a Technical Account Manager, you will be responsible for proactively resolving customer technical challenges, optimizing their solutions, and helping them avoid issues before they happen. You will be a post-sales technical resource for clients and the go-to contact during customer service events, providing best practices and simplifying technical concepts within our solutions.

Key Responsibilities
  • Act as a trusted and strategic technical advisor with customers to drive continued solution optimization and value of our products and services.
  • Ensure best practices are adhered to within the customer's environment and deliver consistent service levels by exceeding customer expectations and avoiding customer escalations.
  • Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to customer requests, field change orders, and reconfigurations.
  • Maintain awareness of all complex service matters and activities to support the clients' organizational initiatives, including attending technical solutions implementation calls as available.
  • Monitor support interactions, advocate for customer needs, and proactively respond to and escalate issues cross-departmentally to help resolve complex technical customer concerns that surpass standard support capabilities.
  • Report on weekly, monthly, and quarterly KPIs or SLAs, which includes technical performance trending, code-level review/recommendations, and a review of relevant service requests open within a customer's environment.
  • Work cross-functionally with the assigned account team (Sales, Customer Success, and Support) to find opportunities for new usage of company products and ensure effective coordination and use of internal technical resources.
  • Perform technical account reviews and help identify and/or develop Education training add-ons, upsell, and cross-sell opportunities based upon customer environment technical observations.
  • Maintain current functional and technical knowledge of an assigned product suite and future products or roadmap enhancements to help explain complex technical concepts and teach best practices to clients and team members.
  • Present complex technical information in a group setting and share best practices for our solutions to clients, internal employees, and other stakeholders both virtually or in-person meetings and during the Annual Connect Conference and other industry tradeshows, conferences, and events as required.
  • Provide some mentorship and coaching to junior team members within Customer Success, fostering their professional growth and development, assisting them as assigned, and maintaining concurrent workload.
  • Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes.
  • Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required, up to 25%.
Requirements
  • Degree or equivalent combination of education and experience.
  • Proven experience working in a technical client services or related position, preferably in a SaaS-based organization and/or healthcare and EMS-related industries.
  • Some experience implementing and supporting complex technology solutions, preferably with exposure to larger projects or long-term initiatives.
  • Proven to be a proactive self-starter and work independently within a highly collaborative and team-oriented environment.
  • Strong verbal and written communication, including presentation and interpersonal skills, and the ability to influence others to achieve results.
  • Strong time management skills, proven ability to succeed in a fast-paced environment, and can quickly adjust to changing priorities.
  • Strong attention to detail and analytical, problem-solving, and critical thinking skills.
  • Excellent triage, technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems.
  • Experience coaching or mentoring junior team members to help skill development.
  • Ability to identify areas for improvement and willingness to share best practices with others to help elevate and accelerate organizational results.
  • Knowledge or industry experience with emergency services, healthcare, or hospitals, or direct exposure to ImageTrend solutions.
  • Strong technical aptitude and experience with account management tools and technologies, such as web-conferencing (MS Teams, ), CRM (Dynamics, SFDC), and ticketing platforms (Zendesk).
  • Knowledge of the software development lifecycle and scrum/agile 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 travel based on customer and business needs and the location of customers, up to 25%.
Benefits and Growth
  • Opportunity to work with cutting-edge technology in the EMS, Fire, and healthcare industries.
  • Competitive compensation.
  • 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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