Customer Success Manager II

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 Customer Success Manager II 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 Customer Success Manager II is responsible for engagements with customers at key points throughout the customer journey. This team member will need to have the ability to work autonomously and hold confidence in the service they provide. This role will instill the value of our solutions and services, both with C-level executives and day-to-day IT managers. The Customer Success Manager II work cross-functionally to resolve customer satisfaction-related issues. This role is critical in the signature experience we provide our customers.
Duties and Responsibilities

• Monitor metrics to accelerate product adoption, influence partnership and identify opportunities for growth.
• Review customer analytics, including but not limited to customer trends, on-time renewals, monthly active-usage, and NPS.
• Identify add-on and cross sell opportunities within an account and pass to assigned sales representative for follow up.
• Escalating customer needs/issues cross-departmentally and appropriately for key account.
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Other duties as assigned and required

Required Qualifications

• Bachelor's degree in Business or related discipline.
• 5+ years' experience in customer facing role.
• Knowledgeable with CRM systems; SalesForce.com and Gainsight is preferred.
• Proficiency with O365 tools
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers.
• Ability to engage with C level executives and ability to take feedback from all levels.
• Ability to comprehend high-level technical aspects of the product, give 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 and work cross-functionally.
• Solid communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.

This position offers a total compensation range of $75,970.00 - $102,850.00 (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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