Technical Account Specialist

ImageTrend•Eagan, MN

1d•Remote

About The Position

ImageTrend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community, delivering software solutions, data analytics, and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness. The company aims to enable fully integrated patient-centric healthcare and public safety, with a strong commitment to innovation, clients, and world-class implementation and support. Based in Lakeville, Minn., ImageTrend combines business analysis, creative design, and data-driven architecture to offer scalable solutions. Employment at ImageTrend emphasizes being part of a community of top-notch talent passionate about making a difference. Under the direction of a technical accounts leader, the Technical Account Specialist will provide high-touch and expedited support to customers, guiding them through best practices with their applications. This role involves hands-on engagement with clients and their site environments to provide exceptional service, ensure customers find value in solutions, and help them achieve day-to-day goals or project initiatives. The Technical Accounts team focuses on exceeding customer expectations and driving high satisfaction through a personalized and responsive service model, leveraging product knowledge, relationship-building skills, and the ability to thrive in a high-volume environment.

Requirements

Degree or professional certification or equivalent combination of education and experience
Some experience working in a support, customer success, client services or related position, preferably in a SaaS-based organization and/or Fire, EMS, or healthcare related industries
Ability 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
Time management skills, the ability to succeed in a fast-paced environment and can adjust to changing priorities
Attention to detail and analytical, problem-solving and critical thinking skills
Triage, technical trouble-shooting skills and the ability to provide quick resolutions to problems
Strong technical aptitude to learn new systems and knowledge of MS Office Suite or other similar tools
Familiarity or exposure to account management tools and technologies, such as web-conferencing (MS Teams, join.me), CRM (Dynamics, SFDC), and ticketing platforms (Zendesk)
Willingness to share best practices with the team or others to help elevate and accelerate organizational results
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%

Nice To Haves

Familiarity or exposure to the software development lifecycle and scrum/agile preferred

Responsibilities

Build and maintain strong, long-term relationships through proactive efforts and highly responsive communication with clients with the goal of becoming a trusted advisor
Provide high-level technical support to customers, address inquiries, troubleshoot issues and resolve complex problems, including prioritizing and managing multiple client cases simultaneously to ensure timely and effective resolution of all open concerns
Expedite service tickets and escalate support issues as needed while working cross-functionally with assigned account team or other departments to ensure quick resolution of client concerns
Communicate effectively with clients to understand their needs, goals, and provide solutions that assist with day-to-day application best practices, enhance their experience and improve their success
Provide coordination or other short-term project support for version releases and feature upgrades or updates
Demonstrate new modules, review release notes, discuss support or education opportunities, or showcase other tactics to clients to ensure they see value in our solutions
Help identify and communicate up-sell, cross-sell or other opportunities to improve product value to Sales and Customer Success
Prepare monthly and quarterly reports on account status or initiatives to clients, and leadership as needed, including identification of any potential at-risk clients
Maintain knowledge of the solution suite and future products or roadmap enhancements to help explain features and share best practices to clients and team members
Present information and best practices for our solutions at the Annual Connect Conference and other industry tradeshows, conferences and events or client onsite meetings as required
Advocate for client requests or general market needs and provide insights or ideas to help us continue improving products and processes
Additional duties as assigned