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ImageTrend · 20 hours ago

Technical Account Manager

United States

Full-time

Remote

Mid Level

$75K/yr - $95K/yr

ImageTrend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community. The Technical Account Manager will proactively resolve customers’ technical challenges, optimize their solutions, and act as a trusted advisor to ensure customer satisfaction and environmental stability.

Big DataHealth CareInformation TechnologySoftware

H1B Sponsor Likely

Responsibilities

Act as a trusted and strategic technical advisor with customers to drive continued solution optimization and value of our products & services

Ensures best practices are adhered to within the customer's environment and delivers consistent service levels by exceeding customer expectations and avoiding customer escalations

Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to customer requests, field change orders (FCO), and reconfigurations, and is engaged on all upgrade and execution plans

Maintains 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 KPI’s or SLA’s, which includes, and not limited to, 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-on’s, 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%

Additional duties as assigned

Qualification

Technical client servicesSaaS experienceTechnical troubleshootingAccount management toolsIndustry knowledgeAnalytical skillsCommunication skillsMentoring skillsAttention to detailProblem-solving skills

Required

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 Fire, EMS, or healthcare related industries

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 direct industry experience with fire, emergency services, healthcare or hospitals

Strong technical aptitude and experience with account management tools and technologies, such as web-conferencing (MS Teams, join.me), and Salesforce

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%

Preferred

Knowledge of the software development lifecycle and scrum/agile preferred

Benefits

Bonus

Benefits

Perks

Community gains

Company

ImageTrend

ImageTrend is a industry-specific software for emergency medical services.

Founded in 1998

Lakeville, Minnesota, USA

201-500 employees

http://www.imagetrend.com

H1B Sponsorship

ImageTrend has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)