Managed Services Program Manager

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 Managed Services Program Manager to join our team. This is a remote role with a preference towards candidate located in the Eastern time zone.
Job Summary
The Managed Services Program Manager is responsible for proactive customer engagement, including defining, planning, and managing phased and ongoing initiatives that advance customer priorities, as relate to new and existing Imprivata solutions and multi-product Imprivata enterprises. Managed Services Program Managers are responsible for consulting with the customer, as well as cross-functional Imprivata and third-party stakeholders to successfully orchestrate changes, expansions, implementations, upgrades, and other initiatives needed to align with Imprivata best practices and/or reference architecture, or to support and align with the customer's broader environmental change management events. The Managed Services Program Manager is responsible for leading scoping, effort estimation, timeline planning, and assignment and tracking of tasks and deliverables needed to accomplish the defined goals and ensure measurably positive and consistent outcomes for Imprivata Managed Services customers.
Duties and Responsibilities

• Lead program planning, timeline development, work breakdown structure and task definition.
• Estimate effort, coordinate task planning, assignment, and completion in conjunction with Managed Services team members.
• Manage documentation and case handling as relate to defined initiatives and programs.
• Ensure the renewal of subscription Managed Services by providing outstanding customer service at all times.
• Map 12-month technical program plans across the Managed Services customer portfolio, for advance planning of internal team resources and peak utilization times/availability conflicts
  • Assist customer-specific 12-month technical program planning to:
  • Anticipate planned changes and define and execute work tasks with no environmental or end user disruptions
  • Drive customer deployment expansion, utilization of and satisfaction with owned products
  • Identify opportunities to leverage Imprivata products and functionality available to purchase to achieve high-value outcomes for the customer
• Assist discovery and analysis assessments (onsite or remote) as needed to plan and manage the phases and/or initiatives across the engagement.
• Proactively monitor progress, identify risks, and provide guidance to resolve issues.
• Track all key customer data and status updates within Imprivata' s CRM.
• Document success stories and use cases that can be used for continuous improvements, case studies, leadership communications or marketing objectives.
• Champion the development and adoption of program management best practices that will continue to evolve our Managed Services delivery platforms and processes, drive efficiencies, and result in consistently successful outcomes.

Additional responsibilities for the Managed Services Program Manager:

• Function as the program management and business process expert for our teams.
• Develop and leverage expertise in managing change initiatives across each assigned customers' specific multi-product mix and environments.
• Facilitate the coordination of internal resources to resolve complex problems for assigned customers; share oversight and guidance for all assigned customer accounts.
• Consistently meet or exceed team goals; plan activities and manage efforts in alignment with strategic business priorities.
• Produce continuous improvements to the Managed Services team, toolset and process model.
• Advise and influence assigned customers to follow Imprivata best practices.
• Create and maintain customer planning and program management documentation which includes but is not limited to timelines, roles and responsibilities, tasks, completion status, Imprivata cases, issues and decisions, Imprivata solutions and relevant environmental details needed to ensure the needs and objectives of the customer are accounted for and delivered in an efficient manner.
• Assist other managed team members as needed, including periodic coverage for other team members to ensure SLA compliance and customer satisfaction.
• Leadership of occasional onsite meetings or assessments as needed.
• Other duties as assigned

Qualifications

• Bachelor's degree in Business, Computer Science Engineering or related discipline.
• 7+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
• 4+ years project, program, or portfolio management required. PMI/Agile/other certifications a plus. Technical management a plus.
• 3+ years of experience implementing or administering multiple Imprivata products. Imprivata Certification a plus.
• 3+ years of experience serving healthcare customers.
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills.
• Ability to accurately estimate, plan, and provide up-to-date reports during engagements.
• Ability to work under pressure and meet deadlines.
• Self-motivated and positive customer service attitude.
• High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.
• Ability to manage, negotiate and influence at both the operational and executive levels.
• Experience with support CRM systems, especially Salesforce, a plus.
• French language proficiency desired.

This position offers a total compensation range of $121,800.00 - $159,000.00 (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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