Imprivata
Vice President, Customer Success Management
Imprivata, Waltham, Massachusetts, United States, 02254
Description
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
Vice President, Customer Success Management
to join our team. This is a hybrid opportunity based out of our Waltham, MA office.
Job Summary
Reporting to the Chief Customer Officer, the Vice President of Customer Success is responsible for ensuring the success and satisfaction of Imprivata customers across our solutions. This individual will lead a global CSM team dedicated to onboarding, enabling, and growing the customer base, ensuring customers achieve value and their desired outcomes using Imprivata solutions.
This leader, and the entire CSM team, works closely with other teams to establish a seamless experience for our customers that delivers world-class customer satisfaction, retention, expansion, and advocacy.
Duties And Responsibilities
Strategic LeadershipDevelop and implement a customer success strategy aligned with company goals.Lead and inspire the customer success team to deliver proactive and exceptional service through direct and indirect channels to drive growth.
Customer Onboarding, Adoption and RetentionOversee the customer onboarding process to ensure a seamless transition from sales and implementation to active users.Implement cross-functional strategies to drive solution adoption and usage.Coordinate and leverage technical, clinical, and other resources and training programs to help customers maximize the value of the software.
Customer Retention & GrowthMonitor customer health metrics and proactively address potential issues.Create and execute retention strategies to minimize churn and maximize customer lifetime value.Identify opportunities for upselling and cross-selling to existing customers.
Customer Relationship ManagementBuild strong relationships with key customers and serve as their advocate within the company.Act as a point of escalation for customer issues, ensuring timely and satisfactory resolutions.Lead discussions with customer executives at events, customer advisory boards, and other venues to solicit their feedback and input into our success strategies.
Performance Metrics and ReportingDefine and track key performance indicators (KPIs) for customer success in partnership with the Customer Operations team.Prepare and deliver weekly customer reviews for cross-functional leadership.
Team DevelopmentRecruit, train, and mentor the customer success leaders and team.Foster a customer-centric culture within the organization.Promote a collaborative and high-performing team culture.
CollaborationWork closely with sales, marketing, product, and other departments to ensure a cohesive customer experience.Provide feedback to product and development teams based on customer insights and feedback.Collaborate with sales to ensure smooth handoffs and alignment on customer objectives.
Continuous ImprovementStay updated on industry trends and best practices in customer success, SaaS, and Healthcare informatics.Implement continuous improvement initiatives to enhance customer satisfaction and loyalty.
Required QualificationsBachelor’s Degree in Business or a related discipline; MBA preferred.10+ years Customer Success or related roles in a SaaS environment with experience migrating from on-prem to SaaS.Proven track record of developing and executing customer success strategies that drive business growth.Ability to work cross-functionally and influence stakeholders at all levels.Excellent communication and interpersonal skills.Strong executive presence internally and externally.Analytics mindset with the ability to leverage data to drive decisions.Proficiency with Salesforce.com and Gainsight Customer Success.Experience in Healthcare IT and/or cybersecurity verticals is a plus.
This position offers a total compensation range of $260,000.00 to $300,000.00 (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.
#J-18808-Ljbffr
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
Vice President, Customer Success Management
to join our team. This is a hybrid opportunity based out of our Waltham, MA office.
Job Summary
Reporting to the Chief Customer Officer, the Vice President of Customer Success is responsible for ensuring the success and satisfaction of Imprivata customers across our solutions. This individual will lead a global CSM team dedicated to onboarding, enabling, and growing the customer base, ensuring customers achieve value and their desired outcomes using Imprivata solutions.
This leader, and the entire CSM team, works closely with other teams to establish a seamless experience for our customers that delivers world-class customer satisfaction, retention, expansion, and advocacy.
Duties And Responsibilities
Strategic LeadershipDevelop and implement a customer success strategy aligned with company goals.Lead and inspire the customer success team to deliver proactive and exceptional service through direct and indirect channels to drive growth.
Customer Onboarding, Adoption and RetentionOversee the customer onboarding process to ensure a seamless transition from sales and implementation to active users.Implement cross-functional strategies to drive solution adoption and usage.Coordinate and leverage technical, clinical, and other resources and training programs to help customers maximize the value of the software.
Customer Retention & GrowthMonitor customer health metrics and proactively address potential issues.Create and execute retention strategies to minimize churn and maximize customer lifetime value.Identify opportunities for upselling and cross-selling to existing customers.
Customer Relationship ManagementBuild strong relationships with key customers and serve as their advocate within the company.Act as a point of escalation for customer issues, ensuring timely and satisfactory resolutions.Lead discussions with customer executives at events, customer advisory boards, and other venues to solicit their feedback and input into our success strategies.
Performance Metrics and ReportingDefine and track key performance indicators (KPIs) for customer success in partnership with the Customer Operations team.Prepare and deliver weekly customer reviews for cross-functional leadership.
Team DevelopmentRecruit, train, and mentor the customer success leaders and team.Foster a customer-centric culture within the organization.Promote a collaborative and high-performing team culture.
CollaborationWork closely with sales, marketing, product, and other departments to ensure a cohesive customer experience.Provide feedback to product and development teams based on customer insights and feedback.Collaborate with sales to ensure smooth handoffs and alignment on customer objectives.
Continuous ImprovementStay updated on industry trends and best practices in customer success, SaaS, and Healthcare informatics.Implement continuous improvement initiatives to enhance customer satisfaction and loyalty.
Required QualificationsBachelor’s Degree in Business or a related discipline; MBA preferred.10+ years Customer Success or related roles in a SaaS environment with experience migrating from on-prem to SaaS.Proven track record of developing and executing customer success strategies that drive business growth.Ability to work cross-functionally and influence stakeholders at all levels.Excellent communication and interpersonal skills.Strong executive presence internally and externally.Analytics mindset with the ability to leverage data to drive decisions.Proficiency with Salesforce.com and Gainsight Customer Success.Experience in Healthcare IT and/or cybersecurity verticals is a plus.
This position offers a total compensation range of $260,000.00 to $300,000.00 (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.
#J-18808-Ljbffr