Director, Customer Success Solutions

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 Director, Customer Success Solutions to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

The Director, Customer Success Solutions, leads and establishes the direction for the Customer Success team's technical Engineers and Advisors. These teams are responsible for providing our customers with technical guidance within the Customer Success organization by driving best practice adoption and optimizing current customer environments. This position requires strong operational, organizational, problem-solving, advisory, and technical skills. In addition to engaging with customers at a leadership level, this individual will be responsible for assisting in providing feedback to our product management and engineering teams, helping to prioritize key features. This leader will also be responsible for defining time to value for the work their team provides for our customers. They will need to find ways to optimize and scale the team resources to improve customer outcomes and drive customer growth. This role requires a focus on continued growth of the team through improvements in delivery process and overall group performance metrics.

Duties and Responsibilities

• Oversee and direct day-to-day activities for a team of Managers, Team Leads, as well as Customer Success Engineers and Advisors.
• Design and execute on our customer technical engagement strategy that is focused on driving high retention across our enterprise customer base.
• Drive cross-functional initiatives to ensure best-in-class customer experience.
• Establish proactive and reactive processes to ensure our customers' success.
• Drive operational processes to review issue volumes, trends, responsiveness, utilization, and overall performance. Includes monthly reporting of group metrics and engagement statistics.
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, team development.
• Develop staffing plans and hiring of new team members as needed, including forecasting and determining future needs.
• Manage and develop personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.
• Provide guidance to Engineering and Product Management on new product requirements based on data obtained from customer engagement.
• Other duties as assigned and required.

Required Qualifications

Technical Skills

• Must have experience implementing and supporting software.
• General knowledge of hardware and software technologies related to Imprivata's products e.g. Microsoft Windows administration, client/server applications, web-based applications, terminal services, Citrix, and VMware.
• Working understanding of file delivery systems.
• Experience with mobile device management, deployment and troubleshooting.
• Ability to synthesize and communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally.
• Analyzing and summarizing customer voice and engineering application trends collected from team members.
• Experience in managing teams that support multi-product, healthcare solution environment and/or cybersecurity/identity management solutions.

Business Skills

• Proven experience leading a team for a rapidly growing technology company.
• Strong interpersonal, leadership, and communication skills.
• Technical skills to be able to understand detailed issues while maintaining a high-level involvement.
• Experienced in communication, organization, presentation, leadership, coaching, problem solving and negotiation.
• Must have experience developing new business and nurturing existing client relationships.
• Strong customer management skills.
• Ability to collaborate with cross-functional stakeholders to address obstacles that inhibit effective customer engagements with customer first perspective.
• Strong organizational skills to standardize team best practices and ability to develop frameworks to address project assignments and prioritization
• Ability to manage and influence at an executive level.

Education & Experience

• Degree in Business, Computer Science or Engineering.
• 10+ years' experience in the software industry.
• Experience with software implementation in a healthcare environment.
• Advanced experience with CRM systems, preferably SalesForce.com and Gainsight.

This position offers a total compensation range of $245,000.00 to $255,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation 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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