Technical Account Manager

🔥 0 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $75k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 0%

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ImageTrend

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

🏥 Healthcare

🏛️ Government

☁️ SaaS

💰 Private equity on 2023-03

Healthcare • Government • SaaS

ImageTrend is a software company that builds an intelligence operating system for emergency response organizations, specializing in solutions for EMS, fire departments, hospitals, government agencies, and researchers. Their platform includes ePCR (electronic patient care reporting), fire incident reporting, scheduling, license management, permits and inspections, pre-incident visual plans, unified analytics, interoperability with hospital EHRs, billing and revenue cycle features, CQI (continuous quality improvement), and AI-powered features such as AI-assisted charting, intelligent image capture, and AI checks for real-time quality assurance. ImageTrend emphasizes compliance with NEMSIS and NERIS standards, operates many state EMS repositories, and provides implementation services, training, and 24/7 US-based support. The company positions itself as a partner to emergency response agencies and healthcare organizations, leveraging the largest EMS dataset in North America to provide analytics, benchmarking, and market intelligence.

📋 Description

• Act as a trusted strategic technical advisor to customers • Drive solution optimization and value of products and services • Ensure best practices and consistent service levels within customer environments • Coordinate technical changes, field change orders, reconfigurations, upgrades, and execution plans • Monitor complex service matters and support customer organizational initiatives • Monitor support interactions, advocate for customer needs, and escalate complex technical concerns • Report weekly, monthly, and quarterly KPIs and SLAs, including technical performance trends, code-level recommendations, and service requests • Work cross-functionally with Sales, Customer Success, and Support teams • Identify opportunities for new product usage and effective internal technical-resource coordination • Conduct technical account reviews and identify or develop education, upsell, and cross-sell opportunities • Maintain current functional and technical knowledge of assigned and future product suites • Present complex technical information and best practices to clients, employees, and stakeholders virtually and in person • Mentor and coach junior Customer Success team members • Provide insights on client requests, industry trends, and market needs to improve products and processes • Travel to orientations, client meetings, industry or company events, and onsite meetings up to 25% • Perform additional duties as assigned

🎯 Requirements

• Degree or equivalent combination of education and experience • Proven experience working in a technical client services or related position, preferably in a SaaS-based organization and/or Fire, EMS, or healthcare related industries • Experience implementing and supporting complex technology solutions, preferably with exposure to larger projects or long-term initiatives • Ability to work independently in a highly collaborative and team-oriented environment • Strong verbal and written communication, presentation, and interpersonal skills • Strong time management skills and ability to adjust to changing priorities in a fast-paced environment • Strong attention to detail and analytical, problem-solving, and critical thinking skills • Excellent triage and technical troubleshooting skills • Experience coaching or mentoring junior team members • Ability to identify areas for improvement and share best practices • Knowledge or direct industry experience with fire, emergency services, healthcare, or hospitals • Strong technical aptitude and experience with account management tools and technologies, including web-conferencing tools such as MS Teams and join.me, and Salesforce • Knowledge of the software development lifecycle and Scrum/agile preferred • Ability to maintain discretion when handling proprietary and confidential information • Ability to travel based on customer and business needs, up to 25% • E-Verify participation for employment eligibility verification

🏖️ Benefits

• Annual base salary of $75,000–$95,000 USD • Bonus • Benefits • Perks • Community gains • 100% virtual work anywhere in the US under the Remote Work Policy • Equal opportunity workplace • Reasonable accommodations for applicants with disabilities