• Own the technical relationship with a small number of strategic customers (typically 5–8) • Build a deep working knowledge of each customer’s architecture, use cases, internal platform strategy, and adjacent toolchain; maintain a living technical account plan for each • Drive deeper product integration by identifying opportunities to expand Mirantis usage into new workloads, clusters, environments, and teams — and by working with the customer to remove the technical blockers that stand in the way • Lead technical alignment between the customer’s engineering and platform teams and Mirantis Product and Engineering; translate customer requirements into credible product input and translate roadmap into customer-relevant guidance • Run regular technical cadences — architecture reviews, upgrade planning sessions, roadmap briefings, and health checks — both remotely and on-site at customer locations • Partner closely with Support on high-impact cases for your accounts, alerting duties and hush severity issues, providing account context, accelerating resolution, and closing the loop on recurring issues through product and operational improvements • Advocate internally for the customer across Product, Engineering, Support, and Customer Success; ensure their voice is represented in roadmap, release, and prioritisation discussions • Collaborate with the account team — Technical Account Manager, Account Executive, and Solutions Engineer — without duplicating their remit; the boundary is clear: they own commercial, delivery, and pre-sales; you own sustained technical depth post-sale • Contribute back to internal enablement, reference architectures, and best-practice guidance so patterns learned in one account benefit the wider customer base

• Own strategy and execution for high-complexity implementation projects, ensuring on-time and in-scope delivery for EHR integrations with various healthcare systems. • Own overall project management work across cross-functional internal and external workstreams - meeting coordination/artifacts, project documentation, issue/risks logs, project plans, etc.. • Lead technical project deliverables, including discovery discussions, data source validation, and consultative guidance around data architecture and integrations. • Partner with clients and internal teams to align implementation plans with business objectives and long-term success metrics. • Anticipate and mitigate risks proactively, developing contingency plans and guiding cross-functional teams through critical issue resolution. • Lead cross-functional collaboration and information-sharing, navigating priorities across internal teams (engineering, product, customer success) and external stakeholders. • Contribute to process improvement and scalability, creating playbooks, templates, and best practices to enhance the implementation methodology.

• Own new-client onboarding end to end — run kickoff, build the mutual implementation plan, set success criteria, and drive to first live order. • Configure accounts and workflows in the Pippin portal. • Train client teams on the portal, order tracker, live chat, and report formats. • Be the single point of accountability from handoff out of Sales through a clean transition to the Client Success and Operations teams. • Stand up integrations between Pippin and client systems. • Translate between client and engineering — gather integration requirements, document field mappings, coordinate sandbox testing. • Own the integration runbook. • Partner with Product and Engineering on integration roadmap. • Project-manage internal launches of new software, workflows, and process changes. • Build the change-management plan. • Instrument every rollout with clear KPIs. • Manage the implementation of title-order workflows for new and expanding accounts. • Partner with Ground Searchers network leads.

Title: Implementation Specialist Location: 1305 Corporate Center Drive Eagan, Minnesota, 55121 United States Department: Customer Success - Implementation - 13 Job Description: About Us: ImageTrend, 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, ImageTrend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future. Employment at ImageTrend 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! Description: Under the direction of an Implementation Lead or Manager, the Implementation Specialist I will deliver and coordinate implementation of systems and services. This position works directly with our community implementing ImageTrend products, working to improve and maintain the consistency, predictability and efficiency of the organization’s project delivery. What You'll Do: - Assists clients through planning, development, training and execution of the ImageTrend products - Designs & maintains implementation schedules and ensures compliance to timeframe and requirements by collaborating with stakeholders for all implementation processes - Ensures all implementation requirements, objectives, obstacles, and delays are properly documented, including time worked in implementation ticket - Provides assistance in scoping projects to aid in developing proposals & contracts. - Maintains/contributes to the ongoing maintenance of departmental OneNote, internal demo sites and other internal products used - Establishes and maintains great relationships with clients as a trusted advisor, providing informed, reliable and professional advice about our solutions - Conducts onsite and virtual training with clients and presents or teaches at the Annual Connect Conference and other tradeshows, conferences or meetings as appropriate - Works collaboratively and effectively with other customer success teams or departments as needed to create alignment across all teams ensuring a positive client experience - Reviews and advises on updates to instructional and technical documentation 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 - Travel to orientation, industry or company events, or other onsite meetings as required - Perform additional duties or tasks as assigned Requirements: - Bachelor’s Degree or the equivalent combination of education and relevant work experience - Experience working in implementation, project delivery and/or adult education, preferably including agile/scrum experience, PMP certification, and technology or industry experience in the healthcare or public safety industries - Understanding of state and national EMS and Fire reporting requirements - Understanding of basic concepts for adult education and effective content delivery - Knowledge of implementation or project management tools used for delivery of education and project roll-out - Knowledge of ImageTrend products & functions, or other similar industry related technologies highly preferred - Ability to define, scope, estimate work and track implementation tasks to facilitate successful project completion and an understanding of standardized data collection practices - Strong presentation, facilitation, interpersonal and communication skills, both verbal and written - Excellent time management and organizational skills, and strong appreciation of and accountability to meeting critical timelines - Strong attention to detail, analytical, problem-solving and critical thinking skills - Ability to be a proactive self-starter and work independently within a highly collaborative and team-oriented environment - Strong technical aptitude to learn new technologies or systems and knowledge of MS Office Suite or other similar tools - Ability to maintain discretion when handling proprietary and confidential information - Enthusiasm for learning and expanding knowledge or skills - Strong work ethic, integrity, honesty, collaboration and team orientation - Ability to travel up to 10% This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Deadline to apply is at least 3 days after the posting date listed. Position Salary Range: The annual base salary range for this full-time role is $60,000- $80,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training and other relevant qualifications. ImageTrend is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at 952-469-1589, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.