Technical Architecture Manager

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 Technical Architecture Manager to join our team. This is a remote opportunity which requires candidates to be located in the Pacific or Mountain Time Zone.
Job Summary
The Technical Architecture Manager (TAM) is responsible for proactive planning, execution and communication of technical guidance to assigned and shared customers. TAMs are responsible for driving customer satisfaction and consulting with the customer to actively guide them through any technical architectural changes that might be required for adherence to Imprivata best practices and/or reference architecture, or otherwise undergo as part of their broader environmental change management. The TAM is responsible for increasing the lifetime value of customers by minimizing disruptions caused by technical issues or escalations, especially those that can be avoided through expert impact analysis, forward planning, and involvement in the customer's project and change management processes needed to carry out the planned actions. The TAM is required to work with internal and customer cross-functional stakeholders to ensure the customer's positive outcomes. These services are primarily delivered remotely but those in this role are expected to provide limited onsite assistance for each assigned customer account. The role also requires this individual to occasionally field and respond to requests for support from customers and serve in an on-call capacity outside of regular business hours. In addition, this position will be called upon to provide overall technical leadership and deep subject matter expertise, assist with the training of new team members, create and pilot new services offerings, and lead large complex strategic customer engagements.
Duties and Responsibilities

• Provide technical environment assessment and strategic recommendations in support of maximizing value to customers.
• Ensure the renewal of subscription Managed Services by providing outstanding customer service at all times.
• Develop customized 12-month technical program plans to:
  • Anticipate planned changes and define and execute work tasks needed to maintain supported configurations with no environmental or end user disruptions
  • Drive customer deployment expansion, utilization of and satisfaction with owned products
  • Identify opportunities to leverage Imprivata products and functionality available to purchase to achieve high-value outcomes for the customer

• Proactively monitor progress, identify risks, track and provide guidance to resolve issues.
• Document success stories and use cases that can be used for case studies or other marketing objectives.
• Perform full technical discovery, analysis, and planning assessments (onsite or remote) for all assigned customers, including deployment reporting, clinical workflow evaluation, environmental and architectural systems with impact on Imprivata solutions, configuration and integration points with Imprivata systems, upgrade path definition and dependencies; document and present findings and recommendations and maintain/update on an ongoing basis throughout the engagement.
• Track all key customer data and status updates within Imprivata' s CRM.
• Communicate "voice of the customer" feedback to Imprivata management and product teams and help drive strategic initiatives and program improvement.
• Function as a technical expert with Imprivata products and demonstrate strong familiarity with each assigned customers' specific product mix and environments.
• Engage as needed to help guide and resolve complex problems for assigned customers. Consult with colleagues in Managed Services to understand and advise on the impact that customer support activity has on the customer's roadmap.
• Produce continuous improvements to the managed services team, toolset and process model.
• Advise and influence assigned customers to follow Imprivata best practices.
• Create and maintain customer architecture documentation which includes but is not limited to Imprivata solutions, EMR systems, VDI environment integrations and endpoint device ecosystem to ensure all technical aspects of the customer are accounted for and risks are mitigated.
• Perform upgrade readiness assessments, define the recommended upgrade path, and work with peers in Managed Services to customize upgrade project plan and testing plans to mitigate risks.
• Consult with assigned Managed Serivces Engineer as needed to ensure timely and accurate review of customer change requests to identify any risks to Imprivata systems.
• Act as a technical resource for other Managed Services team members as needed, including periodic coverage for hands-on technical duties as needed to ensure SLA compliance and customer satisfaction.
• Leadership of occasional onsite meetings or assessments as needed
• Other duties as assigned.

Required Qualifications

• Bachelor's degree or equivalent work experience in Business, Computer Science Engineering or related discipline.
• 7+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
• 3+ years of experience implementing or administering Imprivata products, primarily Imprivata OneSign . Experience with other Imprivata products ( GroundControl , Privileged Access Management, Identity Governance) is a plus, as is Imprivata Certification.
• 3+ years of experience serving healthcare customers.
• Experience with Microsoft Windows Server OS.
• Experience with LDAP, Active Directory; Group Policy; and domain architecture and integration design.
• Strong knowledge with MS Active Directory, TCP / IP, HTTP, SSL, HTML.
• Strong knowledge of Virtualization Technologies such as Citrix, VMWare, Hyper-V.
• Strong knowledge of thin-client and zero-client configurations, in addition to thick clients.
• Working knowledge of TCP/IP, HTTP, SSL, HTML
• Client install packaging experience such as LANDesk, SCCM, AD Group Policy.
• Proven ability to explain complex technical topics related to system architecture and design to non-technical audiences.
• Knowledge at API level of 3rd party applications.
• Knowledge of scripting technologies at the UI level Scripting experience with one of the following: VBScript, JavaScript, AutoIT
• Experience with support CRM systems. SalesForce experience a plus.
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent p roblem solving skills.
• Technical project management experience is a plus.
• Experience implementing and supporting applications in a healthcare context for clinical users.
• Ability to work under pressure and meet deadlines.
• Self-motivated and positive customer service attitude.
• High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.
• Able to guide the customer toward high-value business outcomes as relate to their investments in Imprivata solutions, while managing technical details and organizational complexity.
• Requires ability to accurately estimate, plan, and provide up-to-date reports during engagements.
• Ability to manage, negotiate and influence at both the operational and executive levels
• Ability to travel - up to 20%

This position offers a salary range of $119,000.00 to $147,000.00 (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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