Customer Success Associate - Monitoring

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, Monitoring to join our team.
The Customer Success Associate - Monitoring is responsible for proactive engagement with customers of our monitoring products, providing strategic guidance to customers for these products. As a CS Associate, you will be responsible for driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value customers in your portfolio. When required, CS Associates work cross-functionally within the organization to resolve customer satisfaction related issues and ultimately, play a critical part of the signature experience we provide our customers, ensuring full renewals and product expansion across the Digital Identify Framework (DIF).
Duties and Responsibilities

• Monitor customer health metrics to identify customers requiring outreach to accelerate product adoption and value.
• 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 for accounts in distress or at risk for attrition.
• Communicate "voice of the customer" feedback to Customer Success Advisors to 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 and help drive efforts to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Track customer engagements and risk within Imprivata's Success Platform (Gainsight).

Qualifications

• Bachelor's degree in Business or related discipline preferred.
• Domain expertise in the cybersecurity, data privacy & security space preferred
• 2 years+ of relevant experience in software services preferable healthcare, enterprise software, customer success, and/or critical account management.
• 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 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.

Working Conditions

• Indoor working environment.

Physical Requirements

• This role is regularly required to walk, climb stairs, sit, stand, talk, hear, and use hands and fingers to operate a computer and telephone.

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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