Customer Success Specialist I

Imagetrend - Lakeville, MN

Full-time - Entry Level

Lakeville, MN

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist I at ImageTrend Inc. is responsible for engaging with a high-volume book of clients to maximize the value of their partnership. This role focuses on driving adoption, utilization, and demonstrating best practices to help customers achieve their objectives, thereby strengthening relationships and identifying expansion opportunities. The specialist will advocate for customer needs, provide top-tier service, and act as a liaison with internal departments to enhance the value of ImageTrend's solutions.

Responsibilities

• Maintain relationships with clients, driving adoption, ensuring retention, and enabling product subscription renewals.
• Monitor the health of customer accounts, reporting internally to sales leadership and account team members.
• Proactively communicate and engage with clients to review the account for renewal.
• Act as an advisor with customers and drive continued value of our products and services.
• Identify and develop upsell and cross-sell opportunities.
• Advocate for customer needs and escalate issues cross-departmentally to address customer concerns and ensure timely resolution of technical inquiries.
• Assist and provide deployment and operational standard methodologies.
• Demonstrate to customers the full value of their purchased solutions and drive customer outcomes.
• Inform clients of the availability and applicability of new products and features.
• Support the Education team in identifying and recommending staff training opportunities.
• Maintain current functional and technical knowledge of the applicable product suite and future products or roadmap enhancements.
• Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help improve products and processes.
• Achieve all MBO goals, or other assigned targets.
• Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required.

Requirements

• Degree or equivalent combination of education and relevant experience.
• Exposure or familiarity with customer advocacy and engagement, such as post-sales or professional services functions, preferably in a SaaS-based organization.
• Familiarity with growing customer adoption, expansion, and retention.
• Ability to showcase and drive product value in a high-volume environment.
• Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment.
• Strong verbal and written communication, negotiation, presentation, and interpersonal skills.
• Enjoys a fast-paced environment and can adjust to changing priorities.
• Attention to detail, analytical, and problem-solving skills.
• Technical troubleshooting skills, coupled with the ability to escalate problems.
• Understanding of how to communicate the value to customers of implementing various technologies.
• Experience providing a high level of customer satisfaction.
• Knowledge or direct industry experience with fire, emergency services, healthcare, or hospitals preferred.
• Ability to travel based on customer and business needs and the location of customers, up to 25% (10% on average).

Nice-to-haves

• Experience in a SaaS-based organization.
• Knowledge of healthcare or emergency services.

Benefits

• Opportunity to work with cutting-edge technology in the healthcare industry.
• Competitive salary with additional incentives.
• 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% travel.
• Continuous professional development, product training, and career pathing.