Customer Success Advisor

1 week ago

Watertown, Massachusetts, United States Imprivata Full time
About Imprivata

Imprivata is a leading provider of healthcare technology solutions, dedicated to improving patient care and outcomes. Our team is passionate about delivering innovative solutions that make a real difference in people's lives.

Job Summary

We are seeking a highly skilled Customer Success Advisor to join our team. As a key member of our customer success organization, you will work closely with our customer success managers and cross-functional teams to define and implement processes that scale, follow our best practices, and reduce technical debt.

Key Responsibilities
  • Design and implement innovative technical processes to ensure customers experience a maximum return on their investment.
  • Develop in-depth knowledge of Imprivata's full product portfolio and integration points.
  • Make recommendations to improve the effectiveness and efficiency of our 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 feedback to product development and 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.
  • Visit customers to ensure solutions are functioning optimally and advise on potential opportunities for improvement.
  • Document activity in relevant systems to manage and report productivity.
Requirements
  • 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 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 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 the solution, and identify 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 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.
Preferred 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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