Customer Success Manager I

DescriptionCome 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

Customer Success Manager I

to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.Job SummaryThe Customer Success Manager I (CSM) is responsible for proactive engagement with our Mid to Tech Touch customers in our PAM product family, providing a pooled CSM strategy to drive service level excellence of our customer resulting in excellent customer satisfaction, deployment, utilization, and ultimately, increasing the lifetime customer value of your assigned customer base. You will report to the Manager of Customer Success PAM and will work with other CSMs on the Desk team to support and accomplish the current digital customer success objectives, strategy and tactics so that we can scale successfully and deliver on excellent customer experiences.Duties And ResponsibilitiesDrive customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription renewalsPrevent customer churn through risk identification processes and developing and managing risk mitigation plans where necessaryWork both independently and across teams to facilitate the coordination of internal resources to resolve complex problems for customers as requestsEnsure customer contact base is curated and given opportunity to provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with ImprivataRespond to customer initiated Imprivata Community inquiries, internal interdepartmental requests, and case transfers and escalations from support through data and queues set up in Imprivata’s CRM (Salesforce)Manage customer handoff plans, at-risk plans, deployments projects, utilization analysis, net promoter/satisfaction response, and other key customer data within Imprivata’s CRM (Gainsight).Ability to identify and funnel add-on and cross sell opportunities within an account, ultimately acting as a key partner to renewals, other CSM teams, and sales organization.Communicate “voice of the customer” feedback to management.Help drive strategic initiatives and program improvement.Gain and deliver subject matter expertise and drive customer advocacy internallyOther duties as assigned and requiredRequired QualificationsBachelor’s degree in business or related discipline preferred.Domain expertise in the cybersecurity, digital identity & security space preferred1-2 years of relevant experience in software services preferable healthcare, enterprise software, customer success, support, and/or critical account management.Self-starter with a proven track record of driving customer success and aligning customer solutions.Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solutions.Demonstrated problem-solving skills and ability to navigate challenging situations in a professional manner.Effective 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 to solve customer requirements.Excellent communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present internally and to customers.This position offers a salary range of $63,000.00 to $80,000.00 (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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