Senior Customer Success Manager

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 Senior 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 Senior Customer Success Manager for the privileged access management specialty is responsible for proactive engagement with our largest and most integral customers in the PAM product family. The Senior 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 Senior CSM is responsible for maintaining a portfolio of mid to top PAM customers focusing on key metric outcomes such as retention, adoption, satisfaction, and to identify opportunities for cross-sell and addons. Ultimately, you are responsible for ensuring a successful and healthy customer journey and building partnerships that provide life-long customers. It will be required that you work cross-functionally within the organization in reaction to resolving customer satisfaction related issues as well as strategically deliver a signature experience for our customers, ensuring full renewals and product expansion across privileged access management solution suite. The Senior CSM is also a leader in maintaining a working relationship with the internal Customer Success and renewals leadership, and to provide the voice of the customer for your portfolio.

Duties and Responsibilities

• Establishes goals to accelerate specialty (EA/CC/iPAM) product adoption and identify opportunities for growth
• Partner with renewals to protect and grow ARR for their portfolio of the top segment of Imprivata privileged access customers
• Maintains excellent knowledge of customer initiatives, roadmaps, upgrade plan, success plans and open issues
• Create and deliver EBR/Strategic Business Reviews to uncover opportunities, mitigating risk and showcasing the success of our partnership
• Monitor and effectively assess customer analytics, including but not limited to engagement levels, on-time renewals, monthly active usage, and NPS
• Develop execute and achieve customer plans to
  • Drive customer deployment expansion,
  • Drive satisfaction with owned products,
  • Achieve renewal/ARR targets;
  • Proactively monitor usage;
  • Identify and mitigate customer risk;
  • Own and resolve sentiment issues.
• Identify add-on and cross sell opportunities within an account and work with renewals or sales for follow up.
• Escalating customer needs/issues cross-departmentally and appropriately for both standard and key accounts
• Communicate “voice of the customer” feedback to upper management, and other product teams to help drive strategic initiatives and program improvement.
• Build relationships with key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Travel on-site when needed, up to 10% travel possible

Required Qualifications

• Bachelor's degree in business or related discipline preferred
• 4 years + experience in Customer Success Management or related roles working directly with enterprise clients in healthcare and commercial organizations
• Self-starter with demonstrated track record of driving Customer Success and aligning complex customer solutions at the executive and department levels.
• Experience engaging with C level executives and ability to take feedback from all levels
• Salesforce, Gainsight, MS Office experience
• 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.
• Outstanding cross-functional collaboration skills to bring key Imprivata functional areas together in order to solve customer requirements.
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level

Desired Qualifications

• Experience with cybersecurity, access management
• Experience initiating/evaluating data driven process and outcomes
• Experience in Healthcare, Gaming, Manufacturing

This position offers a salary range of $85,000.00 to $130,000.00 (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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