Manager, Customer Success Engineering

Posted 19 Days Ago
Be an Early Applicant
Austin, TX
Hybrid
160K-170K Annually
Mid level
Healthtech • Security • Software • Cybersecurity
The leader in digital identity management.
The Role
The Manager of Customer Success Engineering oversees and directs the daily activities of Customer Success Engineers, ensuring technical guidance and engagement to enhance customer satisfaction. This role focuses on strategy development, operational oversight, team management, and collaboration with product management to drive continuous improvement in service delivery and customer retention.
Summary Generated by Built In

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 Manager, Customer Success Engineering to join our team for this hybrid opportunity out of our Austin, TX office.
Job Summary
The Manager, Customer Success Engineering will be responsible for the day-to-day management for our Customer Success Engineers. The team is responsible for providing our customers with technical guidance for our products on both a proactive and reactive basis. This position requires a strong operational, organizational, problem-solving, advisory, and technical skills. In addition to engaging with customers at a leadership level, this individual will be responsible for assisting in providing feedback to our product management and engineering teams, helping to prioritize key features, and driving customer engagement playbooks that our Customer Success Managers can use to increase value realization with our customers. This role requires a focus on continued growth of the team through improvements in delivery process and overall group performance metrics.
Duties and Responsibilities

  • Oversee and direct day to day activities for a team of Customer Success Engineers
  • Design and execute on our customer technical engagement strategy that is focused on driving high retention across our enterprise customer base.
  • Drives cross functional initiatives to ensure a best-in-class customer experience.
  • Establish proactive and reactive processes to ensure our customers' success.
  • Drive operational processes to review issue volumes, trends, responsiveness, utilization, and overall performance. Includes monthly reporting of group metrics and engagement statistics.
  • Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, team development.
  • Develops staffing plans and hiring of new team members as needed, including forecasting and determining future needs.
  • Manage and develop personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.
  • Provide guidance to Engineering and Product Management on new product requirements based on data obtained from customer engagement.
  • Other duties as assigned and required


Qualifications
Technical Skills

  • Must have experience selling, implementing, and supporting software.
  • General knowledge of hardware and software technologies related to Imprivata's products e.g. Microsoft Windows administration, client/server applications, web-based applications, terminal services, Citrix, VMware and Mobile Device Management.
  • Ability to synthesize and communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally.


Business Skills

  • Proven experience leading a team for a rapidly growing technology company.
  • Strong interpersonal, leadership, and communication skills.
  • Technical skills to be able to understand detailed issues while maintaining a high-level involvement.
  • Experienced in communication, organization, presentation, leadership, coaching, problem solving and negotiation.
  • Must have experience developing new business and nurturing existing client relationships.
  • Strong customer management skills.
  • Ability to manage and influence at an executive level.


Education & Experience

  • Degree in Business, Computer Science or Engineering.
  • 10+ years' experience in the software industry.
  • Experience with software implementation in a healthcare environment.
  • Advanced experience with CRM systems, preferably SalesForce.com.


This position offers a total compensation range of $160,000.00 to $170,000.00 (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-SF1

Top Skills

Windows

What the Team is Saying

Nicholas
Jimena
Justin
Sarah
Rebecca
Jacob
The Company
Austin, TX
916 Employees
Hybrid Workplace
Year Founded: 2002

What We Do

For over 20 years, we’ve been redefining how life- and mission-critical industries enable, control, and monitor digital identities to deliver fast access, improve security, and ensure compliance. Customer success is our DNA, which is why we’re trusted by the most prominent healthcare and enterprise organizations in 45 countries.

Why Work With Us

Our teams are encouraged to exchange ideas, and as a community, we’re strongest when everyone is heard. We’re building a global community that is united by our commitment to our customers, company values, and philanthropic outlook with a sense of community.

Gallery

Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery

Imprivata Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
Austin, TX

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account