Customer Success Manager

| Austin | Remote | Hybrid
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Who We Are

At SecureLink, we take our jobs seriously, but ourselves - not so much. We're a results-driven team that isn't afraid of a challenge and understands the team effort required to accomplish something great. We're also people-oriented, so respect, teamwork, collaboration, and culture are some of our top priorities.

 

When you work for SecureLink, you're making a difference. As the industry leader, it's our mission to bring secure, critical access management to organizations around the globe. SecureLink provides security, privacy, data governance, and compliance solutions for companies across multiple industries, including healthcare, critical infrastructure, manufacturing, government, legal, and gaming. Whether you're helping organizations implement secure third-party remote access, developing new ways to utilize our machine-learning technology, or contributing to our sales and marketing efforts, you're making the world a more secure place at SecureLink.

 

Our Vision

 

 We believe diversity drives better outcomes. We want you to be you. SecureLink is a place where your ideas and performance matter. Different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.

Choose Where You Work

At SecureLink, we believe trust is an essential ingredient for building productivity in the workplace. We want to ensure all our employees feel both safe and productive. Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, and Nashville, TN.

Remote work can currently be supported for employees residing in the following locations: AR, CA, CO, FL, ID, IL, KY, MD, MI, MN, NY, OH, PA, TX, TN, VA, WA.

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. Specializes in healthcare customers with a focus on privacy and security needs. 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
  • Solicit, increase, and address customer NPS and feedback from customers
  • Engage in proactive as well as reactive activities with assigned customers
  • 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
  • Participate in watchlist process to ensure endangered accounts are being tracked and issues are resolved appropriately
  • Work with customer operations teams to reach customer rollout goals/potential and expand SecureLink footprint within the customer organization
  • Work with account management to prepare annual and ad-hoc business reviews for assigned customers
  • Work with professional services and support to prepare annual best practice assessments
  • Assist in creating and documenting CSM processes for new products and services

What You'll Need

  • 2 years of experience as a Customer Success Manager in technology or related field
  • Customer Success Management best practices
  • Customer Service best practices
  • Healthcare Privacy and Security 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. SecureLink invests in employee development including extensive job and product training, access to LinkedIn Learning, monthly knowledge sharing sessions, career pathing, professional development, and more. Benefits also include:

  • Medical, dental, and vision insurance - SecureLink pays 100% of the premium for employees and 75% for dependents!
  • We contribute generously to your HSA (75% of the IRS maximum allowable).
  • We help you save for retirement. We contribute equivalent to 3% of your annual base salary to a 401k.
  • Employees enjoy unlimited PTO, including the time to volunteer.
  • We give $100 per month towards cell phone reimbursement.
  • At the office, employee perks include two meals a day, bringing your dog to work, and an onsite gym.

What Else?

Successful SecureLink employees embrace the company's mission. 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 contribute to the company, customers, and culture.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

#BI-Remote

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • CircleCIFrameworks
    • DjangoFrameworks
    • JupyterFrameworks
    • SpringFrameworks
    • FreemarkerFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • GainsightAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • Adobe BizibleCRM
    • Chorus.AICRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • ApolloLead Gen
    • MarketoLead Gen

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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