Customer Success Industry Manager - Healthcare

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 an Implementation Manager, the Customer Success Industry Manager will support internal teams and clients with advanced industry and product knowledge throughout the customer lifecycle.

Most days will involve meeting clients to train, educate and inform of best practices with Image Trend solutions and helping them understand how to apply these techniques to meet their needs and adhere to changing industry requirements. This role will also work closely with Implementation and other Customer Success teams to support training needs, go‑live and onboarding processes and assist with other cross‑functional projects to ensure successful outcomes for clients.

• Create and present engaging and insightful onsite product training and provide in-depth education for groups and individual clients, both at the corporate office and client sites as required
• Join client implementation calls to support internal team members and customers with advanced industry knowledge, product expertise and best practices
• Conduct and assist clients with audit process after implementation go‑live
• Facilitate online client training and deliver virtual webinars for product and industry education as assigned
• Ensures all client training requirements, objectives, obstacles, and delays are properly documented, including time worked in tickets, closing all documentation, and submitting invoice milestones as applicable
• Design, maintain and meet project objectives and client requirements, including ensuring achievement of timelines and deadlines by collaborating with stakeholders for all processes
• Provides high quality implementation, professional services, product education content and training delivery for unique or high priority projects as assigned
• Maintains open lines of communication and awareness of client issues and escalates to appropriate teams as needed
• Establishes high credibility with clients and ensures satisfaction by providing informed, reliable, and professional advice and education about our solutions through trainings and industry expertise
• Presents or teaches at industry conferences and other trade shows, and events as appropriate, along with assisting with planning and execution
• Collaborate and coordinate resources to drive successful client education outcomes and strengthen customer relationships including reporting to and aligning with internal account teams and external stakeholders as needed to ensure client satisfaction and meet retention goals
• Reviews and updates instructional and technical curriculum to ensure clarity, accuracy, accessibility, and ease of use to improve and maintain internal and external documentation, product requirements, release notes, screenshots, diagrams and screencast videos or other materials as required
• Assists with scoping custom training projects or services to aid in developing proposals & contracts and providing occasional support for pre‑sales or other product demonstrations
• Contributes to the ongoing maintenance of departmental One Note, and other resources or systems used by the team and cross‑functionally
• Suggests ideas to improve internal processes, the training experience or our products and services to fulfill customer needs and achieve organizational objectives
• Travel to orientation, industry or company events, or other onsite…