Manager, Customer Success Engineering

Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here.

We are seeking a Manager, Customer Success Engineering to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.

Job Summary

The Manager, Customer Success Engineering will be responsible for the day-to-day management for our Customer Success Engineers. The team is 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 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 Customer Success Engineers
• Design and execute on our customer technical engagement strategy that is focused on driving high retention across our enterprise customer base.
• Drive cross-functional initiatives to ensure 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.
• Develop staffing plans and hire 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.
• Ability to travel up to 25%.
• Other duties as assigned and required.

Required Qualifications

Education & Experience

• Degree in Business, Computer Science or Engineering.
• 10+ years' experience in the software industry with 1-3 years' experience managing and developing a team.
• Experience with software implementation in a healthcare environment.
• Advanced experience with CRM systems, preferably Salesforce

Technical Skills

• Must have experience 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, VMware and Mobile Device Management.
• 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 involvement.
• Experienced in communication, organization, presentation, leadership, coaching, problem solving and negotiation.
• Must have experience developing and nurturing existing client relationships.
• Strong customer management skills.
• Ability to manage and influence at an executive level.

This position offers a total compensation range of $141,900.00 to $178,200.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation 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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