Manager, Managed Services - North America East

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Employer Provided Salary: 128,000-168,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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, Managed Services, North America East to join our team. This is a remote opportunity with a strong preference towards candidates in the Eastern or Central time zones.
Job Summary
As the Manager of Imprivata Managed Services, North America East, you will lead the team of architects, engineers, and program managers responsible for strategic customer engagements that optimize the value customers get with their Imprivata solutions.
This role will establish, maintain, track and report key performance indicators, ensure efficient processes for services delivery, and define and maintain adoption of best practices across the team, while functioning in alignment with best practices and in compliance with all regulatory requirements. You will possess a bias for continuous improvement and innovation, while maintaining high standards for customer excellence.
In addition to the ongoing health and scalability of Managed Services delivery, success in this role requires effective collaboration with other teams responsible for customer success including Product, Sales, and Support. Overall success in this role will be measured by excellent customer satisfaction and retention, as well as achieving customer retention and margin goals.
Duties and Responsibilities

  • Developing long-term growth and scalability to serve a rapidly-growing portfolio of customers
  • Owning the tracking and reporting of key performance indicators for the team's operations and productivity, and making data-driven management decisions
  • Joining the Imprivata Managed Services management team, supporting our core mission to create Customers For Life , and contributing the continuous improvement of our management toolkit, processes, and best practices
  • Enhancing training programs for team members and direct reports
  • Creating an inspiring team environment that cultivates unity, collaboration, positivity, teamwork, and a focused dedication to customer excellence
  • Guiding and supporting team members' personalized plans for career progression and growth
  • Handling customer escalations when needed, and resolving issues in a manner that balances operating standards with long-term value creation and customer relationships
  • Supporting with your experience the team-wide deepening of expertise in customer use cases, workflows and policies; support knowledge and skills development by team members that enable their effective use of our applications and data, identify and remediate skills gaps on the team
  • Other duties as assigned and required


Required Qualifications

  • Bachelor's degree required in Computer Science, Business, Public Health, Healthcare Administration, Information Systems, Business Analytics or related discipline. Master's degree preferred.
  • 3+ years of experience as a Manager in a healthcare technology setting with 5+ direct reports
  • Prior experience providing professional services to healthcare customers
  • Track record of providing consistently high service quality and results, as measured by customer satisfaction scores, services renewals rates, and/or adherence to contractual SLAs
  • Strong interpersonal, analytical, organizational, and problem-solving skills
  • Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills
  • Knowledge of HIPAA, HITECH, GDPR, and DEA/State EPCS regulations
  • Prior experience with Imprivata solutions or relevant healthcare information technology a plus
  • Ability to work under pressure and meet deadlines
  • Self-motivated and positive customer service attitude, setting customer-centric culture for all Managed Services
  • High level of comfort working in complex customer environments and providing delivery that is consistently responsive and exceeds customer expectations
  • Ability to guide the customer toward high-value business outcomes as relate to their investments in Imprivata solutions, while managing through technical details and organizational complexity
  • Ability to manage and influence at a senior executive level.


This position offers a total compensation range of $128,000.00 to $168,000.00 (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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

11402 Bee Caves Road, Austin, TX 78738

An Insider's view of Imprivata

What projects are you most excited about?

The project I'm most excited about is the verticalization of the SecureLink Business Development team. I am excited to gain insight into untapped industries and getting our product into the hands of companies that need it most!

Jacob

SDR Manager

How does the company support your career growth?

SecureLink makes it possible for me to use my gaps in the day to advance my knowledge with our learning resources. The company promotes learning by asking for LinkedIn Learning courses to be completed every quarter so that we can all continue to grow in our careers.

Rebecca

Sales Solutions Engineer

What are Imprivata Perks + Benefits

Imprivata Benefits Overview

At Imprivata, we recognize we are in a competitive candidate market, and we want to provide the best to our employees.

Culture
Volunteer in local community
Imprivata has participated in events with Breakthrough Austin, Austin Pets Alive!, We Are Blood, Coats for Kids, the Central Texas Food Bank and many more.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Summer hours
President's club
Employee awards
Flexible work schedule
Remote work program
Our employees have the option to work hybrid between home and our physical offices located in Austin, TX, and Nashville, TN.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
To promote wellness, every employee is provided with a standing desk in their personal workspace, recreational club sponsorship, and healthy snacks and meals.
Mental health benefits
Financial & Retirement
401(K)
Imprivata 401(k) retirement plan offers a broad selection of funds to choose from.
401(K) matching
Imprivata contributes 3% of your base salary to your 401(k) account regardless of your contribution.
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Generous parental leave
Imprivata offers 12 week paid parental leave for all new parents.
Family medical leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Unlimited PTO can be used for vacations, sick leave, and other needs such as bereavement, jury duty, or time spent supporting philanthropic endeavors. Work hard, play hard. Or relax — it’s up to y
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Free snacks and drinks
Imprivata has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored beverages you can handle.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Imprivata employees don't worry about where they will park—we have our own lot.
Pet friendly
Imprivata employees can bring their dogs to the office, we love our furry friends!
Recreational clubs
Imprivata sponsors office sports leagues year round.
Home-office stipend for remote employees
Onsite gym
SecureLink employees enjoy access to a free onsite gym and volleyball pit.
Professional Development
Job training & conferences
Imprivata offers a wide range of training programs to all employees, including professional development, knowledge sharing sessions, and leadership development training.
Tuition reimbursement
Lunch and learns
Imprivata hosts a lunch-and-learn series we call KSS (Knowledge Sharing Sessions), intended to help expand our employees' base of knowledge through informal talks/discussions.
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Having our own building allows us the flexibility to create our own workspace and do cool things like bring our dogs to work and cook bacon every day (and we definitely do that). In addition to our awesome inside spaces, just outside is our very own volleyball court! Check out like video on our page for a tour of our Hill Country Spaceship!

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