Imprivata – Customer Success Advisor, Monitoring Practice – USA

March 5, 2023
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Job 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, Monitoring Practice to join our team.

Job Summary

The Customer Success Advisor, Monitoring Practice is responsible for providing our customers with technical and domain guidance for our behavioral monitoring products, Maize and FairWarning. In addition to engaging with customers, this individual will be responsible for assisting in providing feedback to our product management team, helping to prioritize key features, and driving customer engagement playbooks that our Customer Success Managers can use to increase value realization with our customers focused on the products in the Monitoring Practice.

Duties and Responsibilities

  • Assist our Monitoring Practice lead to collect Voice of the Customer (VoC) feedback from various customer-facing teams to feed into our product feature requests and roadmap
  • Review customer health metrics with key stakeholders in Customer Experience, Product Management, and Sales on a monthly basis; Identify key trends and tactics to address health issues
  • Align with the Product and Analytics teams to enhance customer telemetry metrics for use in proactive customer health monitoring and intervention
  • Assist in the development of adoption playbooks for use by our Customer Success Managers (CSMs); update quarterly to accommodate for changes in customer health trends and product updates
  • Assist in the coordination of internal enablement sessions for the CSM teams, focused on the products in the Monitoring Practice
  • Assist CSMs in crafting action plans to address at-risk accounts
  • Liaise with various internal teams, such as Marketing and Product, to create 1:Many and self-service engagement plays such as webinars, customer roundtables, knowledge articles, etc
  • Engage with customers when requested to provide expertise in configuring and using Imprivata Monitoring products

Required Qualifications

  • Domain expertise in cybersecurity, data privacy & security space preferred
  • Bachelor’s degree in Business or related discipline preferred.
  • 5 years+ of relevant experience in software services preferably healthcare, enterprise digital identity software, technical account management, product advocacy, and/or critical account management.
  • Self-starter with a proven track record of establishing new processes requiring the engagement of cross-functional teams
  • Expert in the ability to understand high-level technical aspects of the product, provide business and technical solutions to help customers optimize the use of solutions; and identification of technical escalation points.
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
  • Demonstrated ability to establish executive-level relationships and engage in conversations that influence higher usage and value from customers.
  • Outstanding cross-functional collaboration skills 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 the executive level.

Working Conditions

  • Indoor working environment.

Physical Requirements

  • Must be able to travel to customer sites, Imprivata corporate locations, and trade show events when required. This role is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone.

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 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.

The Company is requiring all of its new employees who travel on behalf of Imprivata to be vaccinated against COVID-19.  However, when an employee cannot be vaccinated because of a disability or a sincerely held religious belief, practice, or observance, the Company will consider whether a reasonable accommodation is required by applicable law. If you believe that you cannot be vaccinated because of a disability or a sincerely held religious belief, practice, or observance, you may request an accommodation by contacting us. Otherwise, you will need to provide proof of your COVID-19 vaccination prior to commencing employment.