Director, Customer Success Solutions

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 Director, Customer Success Solutions to join our team.
Job Summary
The Director, Customer Success Solutions leads and establishes the direction for the Customer Success team's core technical, advisory and program desk. These teams are responsible for providing our customers with technical guidance for our products on both a proactive and reactive basis. This position requires strong operational, organizational, problem-solving, advisory, and technical skills. In addition to engaging with customers at a leadership level, this individual will be responsible for assisting in providing feedback to our product management and engineering teams, helping to prioritize key features, and driving customer engagement playbooks that our Customer Success Managers can use to increase value realization with our customers. This role requires a focus on continued growth of the team through improvements in delivery process and overall group performance metrics.
Duties and Responsibilities

• Oversee and direct day-to-day activities for a team of Managers, Team Leads, as well as Customer Success Engineers, Advisory and Program Desk team members.
• Design and e xecute on our customer technical engagement strategy that is focused on driving high retention across our enterprise customer base.
• Drives cross functional initiatives to ensure a best-in-class customer experience.
• Establish proactive and reactive processes to ensure our customers' success.
• Drive operational processes to review issue volumes, trends, responsiveness, utilization, and overall performance. Includes monthly reporting of group metrics and engagement statistics.
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, team development.
• Develops staffing plans and hiring of new team members as needed, including forecasting and determining future needs.
• Manage and develop personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.
• Provide guidance to Engineering and Product Management on new product requirements based on data obtained from customer engagement.

Required Qualifications

• Technical Skills
  • Must have experience selling, implementing, and supporting software.
  • General knowledge of hardware and software technologies related to Imprivata's products e .g. Microsoft Windows administration, client/server applications, web-based applications, terminal services, Citrix, and VMware.
  • Ability to synthesize and communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally.

• Business Skills
  • Proven experience leading a team for a rapidly growing technology company.
  • Strong interpersonal, leadership, and communication skills.
  • Technical skills to be able to understand detailed issues while maintaining a high-level of involvement.
  • Experienced in communication, organization, presentation, leadership, coaching, problem-solving and negotiation.
  • Must have experience developing new business and nurturing existing client relationships.
  • Strong customer management skills.
  • Ability to manage and influence at an executive level.

• Education & Experience
  • Degree in Business, Computer Science or Engineering.
  • 10+ years' experience in the software industry.
  • Experience with software implementation in a healthcare environment.
  • Advanced experience with CRM systems, preferably Salesforce.com.

Working Conditions
Director, Customer Success Solutions must be willing and able to work with the highest profile client in a side variety of circumstances which includes but is not limited to product escalations. Must be willing and able to travel to any location required to meet with customers or internal resources. Must also have a high affinity with senior management and executive staff.
Physical Requirements
Director, Customer Success Solutions must be willing and able to travel to customer sites, Imprivata corporate locations, and trade show events. This role is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone.
Direct Reports

• Customer Success Engineers
• Customer Success Advisors
• Customer Success Team Leads
• Customer Success Desk Staff
• Customer Success Technical and Program Managers

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.
The Company is requiring all of its new employees who travel on behalf of Imprivata to be vaccinated against COVID-19. However, when an employee cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, the Company will consider whether a reasonable accommodation is required by applicable law. If you believe that you cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, you may request an accommodation by contacting us. Otherwise, you will need to provide proof of your COVID-19 vaccination prior to commencing employment.
#LI-Hybrid