Strategic Customer Success Manager

Description

Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare.

Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common : a passion for our mission, a strong sense of integrity, a belief that we're making a positive impact, and a commitment to having fun.

We are seeking a Strategic Customer Success Manager to join our team. This is a hybrid opportunity based out of our Waltham, MA;

Austin, TX; or St. Petersburg, FL office.

Job Summary

The Strategic Customer Success Manager (CSM) is responsible for proactive engagement with an assigned book of customers as defined by Customer Success leadership.

The Strategic CSM will guide the customer to optimal value realization for the solutions they have purchased from Imprivata while at the same time partnering with the customer on their business needs and positioning future product investments.

The Strategic CSM is responsible for maintaining a yearly ARR quota for their assigned accounts. To accomplish this, you will be responsible for driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of assigned customers.

It will be required that you work cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a signature experience for our customers, ensuring full renewals and product expansion across the Digital Identify Framework (DIF).

Duties And Responsibilities

• Engage with assigned customers to develop an account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription and maintenance renewals (ARR Quota).
• Establish executive level relationships with assigned accounts and ensure satisfaction with their Imprivata partnership at this level.
• Organize, facilitate, and create content for regular value-based executive business reviews with assigned customers.
• Expertly facilitate the coordination of internal resources to resolve complex problems for assigned customers.
• Document success stories and use cases that can be used for case studies, blog posts, and any other marketing objective.
• Ensure customers (primarily executive level contacts) provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with Imprivata.
• Organize the use of technical and clinical resources for value discovery health checks.
• Compile health check findings into prescriptive and consultative feedback for assigned customers.
• Perform customer business reviews for strategic customers including Data Analysis, Business Strategies, and conduct review of findings and develop recommendations;

present findings / recommendations to customer key stakeholders.

• Position yourself as the Imprivata expert and maintain active situational awareness for every assigned customer.
• Document all customer interactions and maintain an active work list of strategic objectives in the Imprivata CRM (Gainsight).
• Track high value customer deployments, utilization, net promoter / satisfaction, and other key customer data within Imprivata’s CRM (Gainsight).
• Responsible for ongoing customer communication re : introductions, announcements (e.g., upcoming features & products, upgrades);

events such as User Conferences, Webinars, etc.

• Communicate voice of the customer feedback to upper management and help drive strategic initiatives and program improvement.
• Acts as a subject matter expert in all customer experience internal processes.
• Provide regular updates to the Director of customer success on account trends and recommended process improvements.

Required Qualifications

• Bachelor’s degree in Business or related discipline preferred.
• Experience working for a healthcare technology company or supporting healthcare customers required.
• Domain expertise in the cybersecurity, data privacy & security space preferred.
• 5 years+ of relevant experience in software services, enterprise software, customer success, and / or critical account management.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Expert in the ability to understand high-level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution;

and identification of technical escalation points.

• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
• Demonstrated ability to establish executive level relationships and engage in conversations that influence higher usage and value from customers.
• Outstanding cross-functional collaboration skills to bring key Imprivata functional areas together in order to solve customer requirements.
• Expert content creation and presentation moderation (story telling) skills (using MS PowerPoint)
• Ability to pivot and adapt to changing conditions in a cool and professional manner.
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate / present effectively at all levels of the organization, including executive level.

This position offers a salary range of $100,000.00 to $126,000.00 (inclusive of variable compensation such as bonuses and incentives).

In addition, more information about Imprivata’s benefit offerings can be found here. This salary range represents the high and low end of Imprivata’s salary range for this position.

Actual salaries will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun.

If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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