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 Senior Customer Success Advisor, Monitoring Practice to join our team.

Job Summary

The Senior Customer Success Advisor, Monitoring Practice is responsible for providing our customers with technical and domain guidance for our behavioral monitoring products, Maize and FairWarning. In addition to engaging with customers, this individual will be responsible for advocating for our customers with the product management team, helping to prioritize key features, and creating customer engagement playbooks that our Customer Success Managers can use to drive value with our customers, focused on the products in the Monitoring Practice.

Duties and Responsibilities

• 
  Act as a liaison between the Customer Experience team and Monitoring Product Management teams by collecting Voice of the Customer (VoC) feedback from various customer facing teams, prioritizing requests and reviewing with the Product leads
• Review customer health metrics with key stakeholders in Customer Experience, Product Management, and Sales on a monthly basis; Identify key trends and tactics to address health issues
• Align with the Product and Analytics teams to enhance customer telemetry metrics for use in proactive customer health monitoring and intervention
• Work with cross functional teams to develop adoption playbooks for use by our Customer Success Managers (CSMs); update quarterly to accommodate for changes in customer health trends and product updates
• Coordinate internal enablement sessions for the CSM teams, focused on the products in the Monitoring Practice
• Assist CSMs in crafting action plans to address at risk accounts
• Create customer engagement playbooks based on product priorities, renewals feedback, customer health trends, etc and share with CSM team
• Liaise with various internal teams, such as Marketing and Product, to create 1:Many and self-service engagement plays such as webinars, customer roundtables, knowledge articles, etc
• Engage with customers when requested to provide expertise in configuring and using Imprivata Monitoring products

• Bachelor’s degree in Business or related discipline preferred
• 10 years+ of relevant experience in software services preferable healthcare, enterprise digital identity software, technical account management, product advocacy, and/or critical account management
• Self-starter with a proven track record of establishing new processes requiring engagement of cross functional teams
• 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

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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