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; St. Petersburg, FL; or Austin, TX 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
Advise customers on Imprivata's Access Intelligence product line and integration points.Partner with Product Management and Customer Success to share roadmap and new feature functionality.Provide technical and application expertise for customers to support post-sales adoption of products and services.Serve as technical escalation point for customer challengesAddress product and application-related queries, concerns, and issues in a timely mannerEstablish and document best practices and share them with customers and internal stakeholdersProvide customer feedback to Product Management to help identify potential new features and enhancementsCreate content and documentation for the Access Intelligence user communityServe as a solution expert in public-facing programs such as webinars and industry events (i.e., meetings, trade shows, etc.Other duties as assigned and requiredRequired Qualifications
Bachelor's degree required5+ years of technical experienceTechnical skills including, but not limited to:Basic to intermediate SQL and database experienceBasic to intermediate understanding of SAML and SSO processes, including how to work with metadata and IdP/Service Provider interactionsBasic understanding of SSH and SFTP processesBasic to intermediate knowledge of Linux/Unix environments is a plus (e.g. bash/shell script, basic Unix commands)Proven work as a technical subject matter expertKnowledgeable with CRM systems, preferably Salesforce and GainsightExcellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at onceTask-oriented with the ability to prioritize and shift focus based on customer needsAbility to engage with C-level executives and be receptive to feedback from all levelsExcellent problem-solving skills and ability to navigate challenging situations in a professional mannerAbility to work cross-functionally and bring key Imprivata functional areas together to address issuesSuperior communications skills (presentation, written, and verbal) and demonstrated ability to communicate effectively at all levels of the organization, including executive levelDesired Qualifications
Ability to diagnose and optimize database performance issues for complex environmentsExperience with backup strategies, disaster recovery, and database replication to ensure data integrity and availabilityKnowledge of data encryption, masking, and auditing features in databasesExperience with cloud-hosted databases (e.g. AWS) and their specific nuancesFamiliarity with observability tools to monitor database health and performance, enabling proactive supportThis position offers a total compensation range of $108,000.00 - $136,000.00 (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. #LI-Hybrid #LI-LI1