Sr. Customer Success Project Manager

About Us

Image Trend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient‑centric healthcare and public safety. Our commitment to innovation, its clients, and providing world‑class implementation and support is unsurpassed. Based in Eagan, MN, Image Trend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future.

Employment at Image Trend is not just about doing a job; it's about being a part of a community. We are top‑notch talent, passionate about making a difference through the work we do together!

Under the direction of the Implementation Manager, the Senior Customer Success Project Manager is responsible for the successful completion of complex or key client project initiatives and provides occasional assistance or mentorship to other team members. This includes initiation, planning, design, execution, monitoring, documentation, controlling and closure of project interfacing with internal and external stakeholders.

• Manages assigned projects with time‑bound deliverables including projects with high levels of complexity, assigned to key clients, or aligned with current and future product offerings
• Define, develops, and governs comprehensive internal and client facing project schedules and work plans, as well as helps facilitate or participate in all relevant meetings and actions to complete projects assigned
• Owns end to end project performance from initiation through deployment, ensuring milestones are met and keeping internal stakeholders informed
• Predicts and proactively requests resources needed to reach objectives, while managing resources in an effective and efficient manner
• Directs and executes client‑facing product transitions, ensuring minimal disruption, strong adoption, and alignment with business and customer outcomes
• Plans and executes new product roll outs & product deprecation with appropriate Image Trend stakeholders
• Identifies, assesses, and mitigates project risks, designing and implementing proactive risk management and contingency strategies for assigned client service initiatives
• Supports leadership to understand and address team resourcing needs, and optimizes and improves processes and overall approach for existing processes
• Serves as project manager for smaller products that don’t require full‑time management and provides project assistance or coaching to other colleagues on the team as assigned
• Establishes and maintains comprehensive project documentation, ensuring accuracy, compliance, transparency, and knowledge transfer across teams
• Partners with Data Specialists to plan and coordinate large‑scale data initiatives, ensuring data quality, compliance, and alignment with regulatory and organizational standards
• Travel to orientation, industry or company events, or other onsite meetings as required
• Performs additional duties as assigned

• Degree or equivalent combination of education and relevant work experience
• Extensive, proven experience working in a technical client services or related position, preferably in a SaaS‑based organization within Fire, EMS, or healthcare related industries
• Established experience in project management, leading complex technical implementation projects for key clients or another similar role
• Completed Project Management Certification (PMP)
• Demonstrated experience working across a portfolio of enterprise software products, with a strong understanding of product functionality, integrations, and client use cases
• Experience with technical documentation and writing
• Excellent analytical & critical thinking skills, with excellent attention to detail and problem‑solving abilities
• Excellent interpersonal, influencing, presentation and communication skills, both verbal and written
• Excellent time management and organizational skills, proven ability to succeed in a fast‑paced environment and can quickly adjust to…