Manager, Customer Support

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 Manager, Customer Support to join our team. This is a remote opportunity based out of Costa Rica.
Job Summary
We are seeking a highly capable professional to join our global support organization as a Manager of Customer Support. In this role, you will be responsible for overseeing a team of 6-12 support engineers supporting a variety of Imprivata's products. The ideal candidate will be people-focused with a strong technical background and leadership experience with SaaS solutions in healthcare technology.
Duties and Responsibilities

• Responsible for delivery of team KPIs, including customer satisfaction, SLA response, and resolution time targets
• Work collaboratively with the broader support leadership team in driving a consistent customer experience across our product portfolio
• Engage cross-functionally with Customer Success, Product Management and Engineering to drive product and process improvements
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, efficiency tools, and customer support engineer development.
• Manage and develop Support personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed
• Expertly handle customer escalations & participate in rotations for on-call management escalation as needed
• Identify areas of automation and efficiency within supported platforms
• Travel to be expected across our primary office locations (quarterly) and customer sites as needed - roughly 10-15% travel.
• Other duties as assigned and required

Qualifications

• Bachelor's Degree in Business, Computer Science, or a related discipline or relative experience.
• 7+ years of Customer Support/experience, preferably in a healthcare technology environment
• 5+ years of team or department management experience
• Exceptional organizational skills & ability to deliver against multiple priorities
• Excellent written and verbal communication skills
• Excellent presentation development and delivery skills
• Motivated, self-starter with an excellent work ethic and high level of integrity
• Passionate about customer support and team building
• Experience with Salesforce case management, dashboarding and reporting
• Incident Management experience

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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