Technical Account 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 Manager, Technical Account Management, the Technical Account Manager will proactively resolve our customers’ technical challenges, optimize their solutions and help them avoid issues before they happen by ensuring environmental stability for their sites. You’ll be a post-sales technical resource for clients and go-to contact during customer service events, providing best practices and simplifying technical concepts within the solutions.

Our TAM team strives to exceed customer expectations and drive high levels of satisfaction through strategic technical recommendations and being value-added advisors. This team directly impacts the success of customers and our organization through their technical expertise, in-depth product knowledge, and ability to build strong relationships.

• 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 elevate 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 trade shows, 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…