108 applicants

Company

Original Job Post

Imprivata · 2 days ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Senior Level

$130K/yr - $190K/yr

8+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

Information ServicesSecurity

H1B Sponsorship

Insider Connection @Imprivata

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Engage with assigned customers to develop an account strategy driving value realization, identify cross-sell opportunities, and ensure renewals

Establish executive-level relationships with accounts and ensure satisfaction at that level

Organize and facilitate value-based executive business reviews with customers

Work with the RVP of sales to identify customer success trends in the region

Facilitate internal resources to resolve complex problems for customers

Document success stories and use cases for marketing purposes

Ensure customer feedback is provided through NPS surveys

Organize technical and clinical resources for value discovery health checks

Perform customer business reviews including data analysis and recommendations

Maintain active situational awareness for each customer

Document all interactions and strategic objectives in the CRM

Track customer deployments, utilization, satisfaction, and key data in the CRM

Communicate customer feedback to management and drive strategic initiatives

Act as a subject matter expert in customer experience processes

Provide updates to the Director of customer success on trends and process improvements

Direct RVP escalations for accounts in the territory

Other duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CybersecurityData privacyCustomer successAccount managementExecutive relationship buildingContent creationMS PowerPointProblem-solvingOrganizationalCross-functional collaborationCommunicationAdaptability

Required

Bachelor’s degree in Business or related discipline preferred.

Domain expertise in the cybersecurity, data privacy & security space preferred

8 years+ of relevant experience in software services preferable healthcare, enterprise software, customer success, and/or critical account management.

Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.

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.

Expert content creation and presentation moderation (story telling) skills (using MS PowerPoint)

Ability to pivot and adapt to changing conditions in a cool and professional manner

Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.

Benefits

Developmental opportunities

Competitive total rewards package

Desire to have fun

Company

Imprivata

Glassdoor

3.4

The digital identity company for life- and mission-critical industries, simplifying secure access across hyper-complex ecosystems

Founded in 2002

Waltham, Massachusetts, USA

501-1,000 employees

http://www.imprivata.com

H1B Sponsorship

Imprivata has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (3)

2022 (15)

2021 (11)

2020 (6)