Customer Success Manager II, International

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 Manager II to join our team. This is a hybrid opportunity based out of our Uxbridge, England office.
Job Summary
The Customer Success Manager will be responsible for both reactive and proactive engagement with our small and medium sized customers that own any array of Imprivata solutions. The CSM will guide the customer to optimal value realization for the solutions they have purchased from Imprivata while also being supported through a digital scaled program, whilst spending time finding strategic opportunities to partner with various customers across the EMEA region considering regional and cultural nuances and business needs.
The CSM is responsible for supporting a large pool of EMEA and APAC based customers focusing on optimizing the customer experience and success by contributing to key metric outcomes such as retention, adoption, satisfaction, as well as growth opportunities for cross-sell and addons.
Ultimately, CSMs at Imprivata are responsible for ensuring a successful and healthy customer journey and building partnerships that provide life-long customers. It will be required that you work cross-functionally within the organization in reaction to resolving customer satisfaction related issues as well as strategically deliver a signature experience for our customers, ensuring full renewals and product expansion across the Imprivata solution suite. The CSM is also responsible for maintaining a strong working relationship with internal customer success, renewals and other operations leadership, and to provide the voice of the customer in these engagements.
Duties and Responsibilities

• Work alongside our North America CSMs on the Desk team to support the digital-first scaled success portal queue and other related workflows
• Maintains excellent knowledge and use of tools that support customer engagements, internal initiatives, product roadmaps, relevant at-risk customer success plans and open issues
• Partner cross functionally to protect ARR and find opportunities for ARR growth both reactively and in support of proactive initiatives
• Partner with sales and channel partners engaged with international install base customers to support optimal customer experiences, cross-sell and growth opportunities
• Identify and manage customers that may be at-risk for churn or reduction using regional understanding of the customer
• Adopts team and drives individual goals to address customer experience, satisfaction and product adoption and identify opportunities for growth
• Monitor and effectively assess customer analytics, including but not limited to engagement levels, on-time renewals, monthly active usage, and NPS
• Identify add-on and cross sell opportunities within an account for partnership with renewals, sales, and partners
• Communicate "voice of the customer" feedback to upper management, and other product teams to help drive strategic initiatives and program improvement and for escalation management
• Travel when needed, up to 5% travel possible

Required Qualifications

• Bachelor's degree in business or related discipline preferred
• 2-3 years + experience in Customer Success Management or similar roles working directly with enterprise clients, preferably healthcare organizations
• Self-starter with demonstrated track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Experience engaging with executive/C-suite and ability to take feedback from all levels
• Salesforce, Gainsight, MS office experience
• 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.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
• 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 executive level

Desired Qualifications

• French and English fluency
• Experience with cybersecurity, access management
• Experience evaluating data driven process and outcomes
• Experience in healthcare partner ecosystem (eg, Epic, Cerner)

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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