Chief Customer Officer

1 week ago

Watertown, United States Imprivata Full time
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 Chief Customer Officer to join our team.

Job Summary

The Chief Customer Officer is part of Imprivata's executive leadership team. This role is responsible for implementing and overseeing a customer-first approach throughout the organization. They do this by developing and approving ideas to improve people, processes, and systems that directly affect the customer experience.

Duties and Responsibilities
  • Owning and driving customer value and adoption post-sales. Manage and grow a global organization including renewals, customer success, customer support and services.
  • Working across the organization to define a clear client journey and optimize customer lifecycle management
  • Define measurable customer success outcomes and establish processes to measure them across each part of the journey focused on churn reduction
  • Lead M&A activity from an integration, change management and portfolio strategy perspective for all post-sales activities
  • Drive adoption of cloud platform, help move all customers from on-prem to SaaS
  • Be the voice of the customer in the organization and drive people, process, and technology improvements across each area. Based on interactions with customers - drive and prioritize improvements
  • Enable cross functional collaboration by aligning departments with a customer-centric culture, creating a consistent and seamless experience by ensuring that all departments are unified
  • Enable CX analytics, reporting, and forecasting on a weekly, monthly, quarterly, and ad-hoc basis at department and executive level
  • Mentor and coach a high-performing team of (S)VPs as they continue to develop their functional expertise and leadership capabilities
  • Other duties as assigned and required
Required Qualifications
  • High-Growth, Multi-Product B2B Software Experience
    • Experience operating in a growing B2B software company with revenues of $500M+
    • Experience operating in a complex, multi-product environment that has grown organically and through acquisition
    • Track record of success in a global organization
    • P&L management experience preferred
    • Security industry preferred
  • Customer Focused Functional Expert
    • Proven track record in owning renewals, customer success, customer services and professional services
    • Experience increasing NPS, reducing churn, and familiarity with best-in-class methodologies and practices
    • Proven ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics in a SaaS environment
    • Proficiency with Salesforce.com and Gainsight Customer Success
  • Ability to Build Scalable Process and Teams
    • History of hiring, developing, motivating and mentoring customer facing and operations teams capable of setting and meeting ambitious goals. Experience managing geographically disparate teams
    • Proven ability to set up and manage well-define metrics and KPIs to create a scalable and transferrable process across the business
    • Data-driven decision maker; analytical and metrics focused with history of implementing customer strategies that impact ROI
  • M&A Experience
    • Successfully managed and led integration of teams, processes, and customers
    • Platform integration experience
  • Commercial & Customer Mindset
    • Track-record of building and executing a customer-centric business strategy and successfully driving engagement and maximizing customer lifetime value
    • Strong customer instincts and ability to identify both new and expansion opportunities
    • Ability to champion the needs of customers, fighting for their best interest
  • Outstanding Communication and Leadership Skills
    • Collaborative leader with ability to partner cross-functionally and effectively articulate a clear vision and value proposition to customers, partners and internal teams
    • Strong executive presence with the ability to set vision and strategy for customer experience at the national and global level and lead the organization through growth
    • Ability to flourish in a team environment, be proactive and handle uncertainty and ambiguity
  • Strong Gravitas with Executive Presence and Low Ego
    • Empathy and understanding of others with an ear for customer value. High EQ.
    • Dynamic and disciplined thinker with intellectual horsepower, and entrepreneurial spirit and a passion for making a mark in a fast-paced, growing environment
    • Highest ethical standards, integrity, authenticity, credibility, and character

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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