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Customer Success Advisor

2 months 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 Customer Success Advisor to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.

Job Summary

As a Customer Success Advisor, you'll work closely with Customer Success Managers and cross-functional teams to define and implement processes that scale, follow our best practices, and reduce technical debt. This position requires a mixture of project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable working with a vague set of business requirements and turning them into efficient and elegant solutions. You'll think about the implications of the changes you make to other workflows in the system, and architect effective and efficient solutions so they'll be adaptable for potential future enhancements.

Duties and Responsibilities
  • Design and implement innovative technical processes to ensure customers experience a maximum return on their investment.
  • Understand an in-depth knowledge of Imprivata's full product portfolio and integration points.
  • Make recommendations to improve the effectiveness and efficiency of the products for customers.
  • Partner with Product Management to share the roadmap and new feature functionality with the Customer Success team.
  • Create and maintain customer facing "Best Practices" for product features.
  • Provide technical and application expertise for customers to support post-sales adoption of products and services.
  • Address all product and application related queries, concerns, and problems in a timely manner.
  • Assist in the advanced training of customers to effectively use Imprivata products and services.
  • Establish and document new best practices and share them with customers and internal stakeholders.
  • Provide customer's feedback to Product Development & Management to help identify potential new features and product enhancements.
  • Create content and documentation for customer-facing roles and the customer community.
  • Serve as a solution expert in public facing customer programs such as webinars and industry events (i.e., meetings, trade shows, etc.).
  • Visit customers to ensure solutions are functioning optimally and advise of potential opportunities for improvement.
  • Document activity in relevant systems to manage and report productivity.
  • Other duties as assigned and required.
Required Qualifications
  • Bachelor's degree required
  • 5+ years of technical experience
  • Technical skills including, but not limited to:
    • Basic to intermediate SQL and database experience
    • Basic to intermediate understanding of SAML and SSO processes, including how to work with metadata and IdP/Service Provider interactions
    • Basic understanding of SSH and SFTP processes
    • Basic to intermediate knowledge of Linux/Unix environments is a plus (e.g. understand bash/shell script, basic Unix commands)
  • Proven work as a technical subject matter expert
  • Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
  • Proficiency with O365 tools
  • Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once.
  • Task oriented with the ability to prioritize and shift focus based on customer needs.
  • Ability to engage with C level executives and ability to take feedback from all levels.
  • 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.
  • Ability to work cross-functionally 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.
Desired Qualifications
  • Database Performance Tuning & Optimization:
    • The ability to diagnose and optimize database performance issues for complex environments. Examples being MySQL and PostgreSQL databases.
  • Backup & Recovery:
    • Backup strategies, disaster recovery, and database replication when ensuring data integrity and availability.
  • Data Security & Compliance:
    • Knowledge of data encryption, masking, and auditing features in databases.
  • Cloud Database Management:
    • Experience with cloud-based databases (e.g. AWS) and their specific nuances.
  • Monitoring & Telemetry Tools:
    • Familiarity with monitoring tools like Grafana or other telemetry systems to keep track of database health and performance, enabling proactive support.

This position offers a total compensation range of $92,000.00 to $115,000.00 (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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