Customer Success Manager

| Austin | Hybrid
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Who We Are

Astronauts needed for a mission.

At the risk of sounding immodest, SecureLink may be the coolest company you've never heard of. After 14 years in business, we announced a strategic investment from Vista Equity Partners in 2017. Vista is the leading technology investment firm focusing exclusively on software, data, and technology-enabled companies. With our partners, existing customers, products and people, we are excited to launch the company to a higher orbit. 

SecureLink is the leading platform for secure, remote support of enterprise software. Our customers are top-tier names in healthcare, gaming, government, retail, legal and other highly-regulated industries.
SecureLink's world headquarters in West Austin is called the Hill Country Spaceship - a great facility we believe you would be proud to call your workplace. https://www.securelink.com/about/tourthespaceship/ 
What You'll Do

The Customer Success Manager is the central point of contact for all customer success and satisfaction during the customer lifecycle, working with and escalating to technical operations, professional services, product management, and account management resources on behalf of customers to ensure customer satisfaction, retention, and expansion. 

Implementation: Works with implementation & sales teams to ensure customer goals are documented and communicated. Participates in kickoff and as key escalation resource during implementation cycle to resolve delays and issues. Holds transition meeting at go live with customer and account management/onboarding resources to establish persistent communication through lifecycle.

Onboarding & Rollout: Collaborates with Onboarding and Account Management resources to ensure new customers quickly and effectively reach their goal and potential connectivity. Proactively monitors ongoing connectivity trends for new and existing customers, reporting and escalating trends for strategic account action.

Customer Tracking & Escalation: Primary resource for customer Watchlist process, monitoring overall health and satisfaction trends through the customer scorecard. Identifies and escalates identified issues to appropriate departments for assessment and resolution, working with them and customer as appropriate to increase growth and minimize churn.

Customer Communication: Primary contact for inbound communication from customers; responsible for relaying and escalating requests to appropriate groups at SecureLink. Holds scheduled reviews with customers based on tier to identify current and future goals. Informs the customer or serves as primary contact for notifications from SecureLink management.

Day-to-day responsibilities include:

  • Own customer satisfaction, health, and churn for assigned accounts at all stages of customer lifecycle 
  • Address and escalate customer requests for technical, product, onboarding, and project issues
  • Review and address customer satisfaction reports to highlight successes and resolve issues
  • Work with Project Management during Implementation of new customers to ensure customer goals and strategic objectives are met
  • Manage Watchlist process to ensure endangered accounts are being tracked and issues are resolved appropriately
  • Work with Onboarding Specialists to reach customer rollout goals/potential and expand SecureLink footprint within customer organization
  • Work with Account Management to prepare annual and ad-hoc business reviews for assigned customers

What You'll Need

  • 1 year of experience working with customers in Technology or a related field
  • Customer Success Management Best Practices
  • Customer Service Best Practices
  • Best practices for data entry and documentation
  • Excellent written and verbal communication skills

 

 Why Choose Us

SecureLink doesn't just Have Fun Creating Value Over the Long Run (HFCV/LR) for our customers and shareholders, we Have Fun Creating Value in the lives and careers of our employees. Benefits and perks include:

  • Health: Medical, dental and vision insurance - SecureLink foots the whole bill for employees and subsidizes dependent coverage at 75%!
  • Wellness: SecureLink kicks cash into your HSA, $2,500 for those with individual coverage and $5,000 for those with family coverage. Employees are provided with a standing desk, healthy snacks, and have free access to an onsite gym.
  • Retirement: SecureLink contributes 3% of your annual base salary to a 401k.
  • Time off: Employees receive unlimited PTO, including time to volunteer. Additionally, we offer 10 paid company holidays.
  • Perks: Our onsite kitchen provides employees with healthy options for breakfast & lunch every day. We kick back $100 per month towards cell phone reimbursement.
  • Workspace: Casual dress code for our employees, and you will see many people around wearing jeans, and yes – even t-shirts and the occasional pair of flip-flops.

What Else?

Happy and successful SecureLink employees embrace the company's mission to have fun creating value over the long run. Great employees have three attributes that make them "slinky". These are 1) excellence at their position, 2) eagerness to grow and improve and 3) a true sense of responsibility to meaningfully contribute to the company, customers, and culture.
If you are just looking for another job, this is not the place for you. We like to laugh and be around happy, smart, interesting, self-motivated and "slinky" people. Slackers, grumps, and pessimists need not apply.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
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    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • CircleCIFrameworks
    • DjangoFrameworks
    • JupyterFrameworks
    • SpringFrameworks
    • FreemarkerFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • GainsightAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
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    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • Adobe BizibleCRM
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    • LinkedIn SalesNavigatorCRM
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    • ApolloLead Gen
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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 Benefits
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 Benefits
Generous parental leave
Imprivata offers 12 week paid parental leave for all new parents.
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
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 Benefits
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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