Hybrid SMB Customer Success Manager I

Imprivata; Austin (TX); Híbrido; USD 73.000 - 84.000; Jornada completa

Descripción de la vacante

Imprivata delivers unified access and security management for healthcare and mission-critical organizations. We seek a Customer Success Manager I to join a hybrid team in Austin, TX or Waltham, MA, engaging SMB customers throughout the journey and driving value with Renewals, Support, Sales, and leadership.

The CSM I will monitor adoption, usage, and NPS, manage engagements at scale using Salesforce and Gainsight, and identify cross-sell opportunities.

Formación

• Bachelor’s degree in Business or related discipline.
• 1+ years’ experience in customer success, project management, or professional services.
• Experience with SaaS in healthcare or commercial.
• Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight.
• Proficiency with O365 tools.
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers.
• Ability to engage with C level executives and ability to take feedback from all levels.
• Ability to comprehend high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Ability to work cross-functionally to bring key Imprivata functional areas together in order to solve customer requirements.
• Effective communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.

Responsabilidades

• Monitor metrics to accelerate product adoption, influence engagement and identify opportunities for growth.
• Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active-usage, and NPS.
• Maintains excellent knowledge of product, customer journey expectations, issue resolution, and customer risk management
• Partner with renewals to protect and grow ARR for customer base through risk and renewals initiatives
• Manage customer engagements at scale through Salesforce case management, Gainsight workflows, calls, and organized email communication
• Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Other duties as assigned and required.

Conocimientos

Customer success

Project management

SaaS experience

Healthcare SaaS

Educación

Bachelor’s degree in Business or related discipline

Herramientas

SalesForce.com

Gainsight

O365 tools

Descripción del empleo

Imprivata delivers unified access and security management for healthcare and mission-critical organizations. We seek a Customer Success Manager I to join a hybrid team in Austin, TX or Waltham, MA, engaging SMB customers throughout the journey and driving value with Renewals, Support, Sales, and leadership.

The CSM I will monitor adoption, usage, and NPS, manage engagements at scale using Salesforce and Gainsight, and identify cross-sell opportunities.