Sr Manager, Customer Success - Monitoring

Posted Mar 19

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 Manager, Customer Success - Monitoring to join our team.

Job Summary

The Sr. Manager, Customer Success - Monitoring is responsible for leading a team of Customer Success Managers, Advisors and Associates providing our customers with the business, technical, and domain guidance for our behavioral monitoring products. In addition to engaging with customers, this individual will be responsible for assisting in providing feedback to our product management team, helping to prioritize key features, and driving customer engagement playbooks that our Customer Success team can use to increase value realization with our customers, focused on the products in the Monitoring Practice.

Duties and Responsibilities

  • Lead team of Customer Success Managers, Advisors and Associates to drive forward the success of our monitoring customers
  • Engage with our monitoring customers to develop success plans to drive customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription renewals
  • Monitor success plan progress and identify risks to value realization along the way, developing and managing risk mitigation plans where necessary
  • Expertly facilitate the coordination of internal resources to resolve complex problems for assigned customers
  • Ensure customers (primarily executive level contacts) provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with Imprivata.
  • Structure process for 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
  • Build process to track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within Imprivata’s CRM (Gainsight)
  • Build a trusted customer partnership/relationship to allow for add-on and cross sell opportunities within an account, ultimately acting as a key partner to sales
  • Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement
  • Lead strategic improvement initiatives to drive overall health of the customer base
  • Acts as a subject matter expert in all customer experience internal processes that not only have direct customer engagement but also create content and playbooks
  • This role must have the ability for occasional travel <10%

Required Qualifications

  • Proven recorded of leading and mentoring a team
  • Bachelor’s Degree in Business, computer science, or a related discipline.
  • 3+ years of Customer Success experience
  • 10+ years Customer Success/Support/Services/Account Management experience, preferably in a healthcare and/or technology environment.
  • 5+ years of team management experience
  • Exceptional organizational skills & ability to deliver against multiple priorities.
  • Excellent written and verbal communication skills
  • Excellent presentation development and delivery skills
  • Motivated, self-starter with an excellent work ethic and high level of integrity.
  • Passionate about customer success as a way to help both retain and expand customer usage.
  • Experience with Salesforce
  • Experience with Gainsight preferred, but not required
  • Electronic Health Record implementation experience preferred, but not required
  • Ability to aggregate and interpret large amounts of data

Working Conditions

  • The Sr. Manager, Customer Success - Monitoring must be able to manage customer escalations beyond the ability of a Customer Success Manager. They must be able to work alongside their peers, direct reports, and senior staff in any number of situations which includes but is not limited to customer escalations, staffing issues, and contract disputes. This role is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone

Physical Requirements

  • Sr. Manager, Customer Success - Monitoring must be able to travel to customer sites, Imprivata corporate locations, and trade show events when required.

Direct Reports

  • Customer Success Managers
  • Customer Success Team Leads
  • Customer Success Technical Team Leads
  • Senior Customer Success Managers
  • Customer Success Associates
  • Customer Success Advisor

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.

The Company is requiring all of its new employees who travel on behalf of Imprivata to be vaccinated against COVID-19. However, when an employee cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, the Company will consider whether a reasonable accommodation is required by applicable law. If you believe that you cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, you may request an accommodation by contacting us. Otherwise, you will need to provide proof of your COVID-19 vaccination prior to commencing employment.

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