Customer Success Associate

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 Customer Success Associate to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.
Job Summary
We're currently seeking a Customer Success Associate (CSA) to join our team to manage our growing customer base. The primary focus of the Customer Success Associate is to identify and drive value among Imprivata's largest segment of customer organizations. This will be accomplished by strategically utilizing one to many proactive engagements and monitoring a que of incoming requests. The CSA is responsible for maintaining a yearly ARR quota for their assigned book of business by maintaining and driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of assigned customers. It will be required that you work cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a signature experience for our customers, ensuring full renewals and product expansion across the Digital Identify Framework (DIF).
Duties and Responsibilities

• Monitor metrics to accelerate product adoption, influence collaboration and identify opportunities for growth.
• Organize customers based on current state of customer journey and value delivery targets
• Strategically create one to many engagements across customer cohorts
• Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active usage, and NPS.
• Identify add-on and cross sell opportunities within an account and pass to assigned sales representative for follow up.
• Escalate customer needs/issues cross-departmentally and appropriately for key accounts.
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Create a balance of proactive and reactive day to day activities.

Required Qualifications

• Bachelor's degree in Business or related discipline preferred.
• Domain expertise in the cybersecurity, data privacy & security space preferred
• 2-4 years' experience in customer facing role.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
• Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
• Proficiency with O365 tools (particularly PowerPoint)
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once.
• Task oriented with the ability to prioritize and shift focus based on customer needs.
• Ability to engage with C level executives and ability to take feedback from all levels.
• 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.
• 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.

This position offers a salary range of $57,000.00 to $83,000.00 (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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