Customer Success Manager

🕒 Julho 27

❄️ Minnesota – Remoto

❄️ Minnesota – Remote

💵 $80.000 - $100.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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ImageTrend

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1998

🏥 Saúde

🏛️ Governo

☁️ SaaS

💰 Private equity em 2023-03

Healthcare • Government • SaaS

A ImageTrend é uma empresa de software que desenvolve um sistema operacional de inteligência para organizações de resposta a emergências, especializada em soluções para serviços de emergência médica (EMS), departamentos de bombeiros, hospitais, agências governamentais e pesquisadores. Sua plataforma inclui ePCR (relatório eletrônico de atendimento ao paciente), relatórios de incidentes de incêndio, agendamento, gestão de licenças, permissões e inspeções, planos visuais pré-incidentes, análises unificadas, interoperabilidade com prontuários eletrônicos hospitalares (EHR), funcionalidades de faturamento e ciclo de receita, CQI (melhoria contínua da qualidade) e recursos baseados em IA, como registro auxiliado por IA, captura inteligente de imagens e verificações de IA para garantia de qualidade em tempo real. A ImageTrend enfatiza o cumprimento dos padrões NEMSIS e NERIS, opera muitos repositórios estaduais de EMS e fornece serviços de implementação, treinamento e suporte 24/7 baseado nos EUA. A empresa se posiciona como parceira de agências de resposta a emergências e organizações de saúde, aproveitando o maior conjunto de dados de EMS da América do Norte para fornecer análises, benchmarking e inteligência de mercado.

Descrição

• Achieve or exceed recurring revenue retention, pipeline generation, and growth goals for assigned client portfolio as stipulated in the Sales Compensation Plan incentive agreement • Manage high-volume subscription cycles and maintain positive relationships with clients, ensuring retention, account growth, and enabling on-time SaaS contract renewals • Proactively inform clients of the availability and value of new products and features to develop a pipeline of up-sell and cross-sell opportunities for the Account Executive team • Proactively communicate and engage with clients to prepare and process the account for renewal, and identify any risk of churn to develop account retention strategies as needed • Support the professional services team in identifying and recommending additional training & admin certification opportunities • Track and forecast customer health, renewal, and growth metrics across the assigned book of clients and provide reporting to leadership as requested • Collaborate cross-functionally to streamline renewal and contracting processes, and advocate or escalate client needs and concerns to ensure high client satisfaction • Maintain account documentation and hygiene, including capturing, updating, and reporting pertinent or required data in the CRM, or other systems as required • Attend and actively participate in meetings, including but not limited to recurring team meetings, trainings, and 1:1’s with leadership, territory or pipeline reviews, Community Updates, Marketing, Product or cross-functional updates and other meetings as required • Stay informed of industry needs or potential trends and market competition • Adhere to departmental standards, workflows, SLA’s and other metrics or processes as required • Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required • Additional duties as assigned

🎯 Requisitos

• Degree or the equivalent combination of education and relevant work experience • Experience and demonstrated success with renewing & retaining customer contracts, up-selling, advocacy, or engagement, such as post-sales account management or business development functions, preferably in a SaaS-based organization • Experience and demonstrated success providing a high level of customer satisfaction and the ability to showcase and drive product value in a high-volume environment, ensuring customer adoption, long-term retention, and wallet expansion • Proven 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, with the ability to influence executives or c-suite level • Strong time management and organizational skills, with the ability to thrive in a fast-paced environment, while quickly adjusting to changing priorities • High attention to detail and strong analytical, problem-solving and critical thinking skills • Strong technical aptitude to learn new systems and knowledge of MS Office Suite, CRM, Gong or other similar technologies tools • Familiarity with MEDDICC Selling, or another similar consultative sales methodology and ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcomefocused messaging • 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%

🏖️ Benefícios

• bonuses • benefits • community gains