Customer Success Manager - 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 Manager, Monitoring to join our team.
The Customer Success Manager (CSM) - Monitoring is responsible for proactive engagement with our largest and most valuable customers in our monitoring products, providing strategic guidance to customers for these products. As a CSM, you will be responsible for driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of assigned customers. When required, CSMs 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

• Engage with our monitoring customers to develop success plans to drive customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription renewals
• Monitor success plan progress and identify risks to value realization along the way, developing and managing risk mitigation plans where necessary
• Expertly facilitate the coordination of internal resources to resolve complex problems for assigned customers
• Document success stories and use cases that can be used for case studies, blog posts, and any other marketing objective.
• Ensure customers (primarily executive level contacts) provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with Imprivata.
• Perform customer "business reviews" for strategic customers including Data Analysis, Business Strategies, and conduct review of findings and develop recommendations; present findings/recommendations to customer key stakeholders
• Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within Imprivata's CRM (Gainsight).
• Build a trusted customer partnership/relationship to allow for add-on and cross sell opportunities within an account, ultimately acting as a key partner to sales
• Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products, upgrades); events such as User Conferences, Webinars, etc.
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement.
• Acts as a subject matter expert in all customer experience internal processes

Qualifications

• Bachelor's degree in Business or related discipline preferred.
• Domain expertise in the cybersecurity, data privacy & security space preferred
• 5 years+ of relevant experience in software services preferable healthcare, enterprise software, customer success, and/or critical account management.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Expert in the 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.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
• Demonstrated ability to establish executive level relationships and engage in conversations that influence higher usage and value from customers.
• 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.

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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