Managed Services Program Manager

RXinsider LTD.; Waltham, Northern (MA, KY); Hybrid; USD 123,000 - 133,000; Full time

Job summary

Imprivata is seeking a Managed Services Program Manager to drive proactive customer engagement and lead cross-functional efforts for multi-product solutions. This hybrid role is based out of Waltham, MA and requires extensive program management experience in healthcare settings.

The position emphasizes scoping, estimation, timeline planning, and delivering measurable outcomes for managed services engagements across customer environments.

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering or related discipline.
• 6+ years in software with enterprise or custom systems.
• 4+ years in project, program, or portfolio management; PMI/Agile certifications a plus.
• Experience implementing or administering Imprivata products is preferred; certification is a plus.
• 3+ years serving healthcare customers.
• Excellent verbal and written skills with leadership, organizational, and time-management abilities.
• Ability to estimate, plan, and provide up-to-date reports during engagements.

Responsibilities

• Lead customer program execution with project plans, timelines, and task coordination.
• Serve as the primary program coordinator for assigned Managed Services customers, ensuring clear communication and progress tracking.
• Develop and maintain program documentation including plans, milestones, risks, actions, and status updates.
• Monitor progress, identify risks, and coordinate with internal teams to stay on track.
• Partner with engineers, Customer Success, Sales, Support, and other teams to deliver outcomes.
• Coordinate technical initiatives and timelines to help customers adopt best practices.
• Support subscription renewals through proactive program management.
• Share lessons learned to continuously improve processes and delivery standards.
• Provide coverage and facilitate customer meetings or onsite engagements as needed.
• Other duties as assigned.

Skills

Verbal and written communication

Leadership and coordination

Project and program management

Healthcare industry experience

Customer-focused delivery

Salesforce experience

Education

Bachelor's degree in Business, Computer Science, Engineering or related discipline

Tools

Salesforce

Job description

Description

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission‑critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Managed Services Program Manager to join our team. This is a hybrid opportunity based out of Waltham, MA.

Job Summary

The Managed Services Program Manager is responsible for proactive customer engagement, including defining, planning, and managing phased and ongoing initiatives that advance customer priorities, as relate to new and existing Imprivata solutions and multi-product Imprivata enterprises. Managed Services Program Managers are responsible for consulting with the customer, as well as cross‑functional Imprivata and third‑party stakeholders to successfully orchestrate changes, expansions, implementations, upgrades, and other initiatives needed to align with Imprivata best practices and/or reference architecture, or to support and align with the customer’s broader environmental change management events. The Managed Services Program Manager is responsible for leading scoping, effort estimation, timeline planning, and assignment and tracking of tasks and deliverables needed to accomplish the defined goals and ensure measurably positive and consistent outcomes for Imprivata Managed Services customers.

Duties And Responsibilities

• Lead customer program execution by developing project plans, timelines, and task coordination to support successful delivery of Managed Services engagements.
• Serve as the primary program coordinator for assigned Managed Services customers, ensuring clear communication, documentation, and progress tracking throughout the engagement.
• Develop and maintain customer program documentation, including project plans, milestones, risks, action items, and status updates within Imprivata systems.
• Monitor program progress, identify risks or issues, and coordinate with internal teams to keep customer initiatives on track.
• Partner with Managed Services engineers, Customer Success, Sales, Support, and other cross‑functional teams to deliver successful customer outcomes.
• Support customer planning activities by coordinating technical initiatives, managing implementation timelines, and helping customers adopt Imprivata best practices.
• Identify opportunities to improve customer adoption and utilization of Imprivata solutions while supporting subscription renewals through proactive program management.
• Contribute to the continuous improvement of Managed Services processes, documentation, and delivery standards by sharing lessons learned and best practices.
• Support team success by collaborating with peers, providing coverage when needed, and facilitating customer meetings or onsite engagements as appropriate.
• Other duties as assigned.

Qualifications

• Bachelor's degree in Business, Computer Science Engineering or related discipline.
• 6+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
• 4+ years project, program, or portfolio management required. PMI/Agile/other certifications a plus. Technical management a plus.
• Experience implementing or administering one or more Imprivata products is preferred. Imprivata Certification is a plus.
• 3+ years of experience serving healthcare customers.
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem‑solving skills.
• Ability to accurately estimate, plan, and provide up‑to‑date reports during engagements.
• Ability to work under pressure and meet deadlines.
• Self‑motivated and positive customer service attitude.
• High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.
• Ability to manage, negotiate and influence at both the operational and executive levels.
• Experience with support CRM systems, especially Salesforce, a plus.

This position offers a total compensation range of $123,000.00 to $133,00.000 (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, 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. 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.