Manager, Professional Services Lead

5 hours ago

Waltham, Massachusetts, United States Imprivata Full time
Imprivata Professional Services Manager Job Description

We are seeking a highly skilled and experienced Professional Services Manager to join our team at Imprivata. As a key member of our Professional Services department, you will be responsible for managing all aspects of the Professional Services delivered for Imprivata's Privileged Access Security (PAS) customer base.

Key Responsibilities:
  • Lead a team of technical resources and provide guidance for critical design-related discussions as it relates to the PAS implementations.
  • Work closely with the Project Management Office and technical teams to creatively and proactively problem solve our customers' technical challenges.
  • Manage all PAS technical services resources and consultant resources, including hiring, performance management, documentation, resource capacity, assignments, and process improvements.
  • Work closely with Imprivata Product Management team to relay customer feedback on product and functionality for product enhancements and improvements.
  • Sign off on all solution architecture and design documents to Implementation Engineer prior to configuration phase of project.
  • Act in a consultative role during the implementation for all customer-related questions or escalations.
  • Manage any project scope changes or additions with help from Project Manager.
  • Participate in special projects as assigned by Leadership/Management.
  • Train, mentor, and coach members of the team.
  • Provide technical consultation to Sales teams as needed.
  • Assist in any C-level communications related to the resolution of complex issues and customer escalations.
  • Meet or exceed operational KPIs.
Requirements:
  • Bachelor's degree in technical or business discipline.
  • Advance degree preferred in similar discipline.
  • 5+ years of management experience working in a software or technology company in an analyst or consultative role.
  • 5+ years of healthcare industry experience with advanced knowledge of EHR systems, hospital workflows, and identity management.
  • Experience managing high-performing teams and understanding and navigating complex business workflows.
  • Advanced knowledge of using software to build complex business logic and workflows.
  • Outstanding analytical, problem-solving, organization, and multitasking skills.
  • Excellent customer service skills, including active listening, composure, and empathy.
  • Clear and concise communication skills, both written and verbal.
  • Ability to adapt to changing priorities.
  • Advanced knowledge of documentation tools such as Visio and Word.
  • Knowledge of networking/infrastructures.
  • Advanced knowledge of extract, transfer, load (ETL) processes and common data source formats.
  • Advanced understanding of CRM & project management tools such as Salesforce and Professional Services Automation (PSA) with an ability to create dashboards and reports.

This position offers a total compensation range of $126,000.00 to $147,000.00 (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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