Manager, Managed Services - North America East

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 Im