Customer Success Engineer, Mobile

Job Summary

We are currently seeking a Customer Success Engineer to join our team to manage our growing customer base. As a Customer Success Engineer, you’ll work closely with Customer Success Managers and cross-functional teams to define and implement processes that scale, follow our best practices, and reduce technical debt. This position has a focus on Imprivata’s Mobility Solutions and requires a mixture of project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable working with a vague set of business requirements and turning them into efficient and elegant solutions. You’ll think about the implications of the changes you make to other workflows in the system, and architect effective and efficient solutions so they’ll be adaptable for potential future enhancements.

Duties and Responsibilities

• Design and implement innovative technical processes to ensure customers experience a maximum return on their investment.
• In-depth knowledge of Imprivata’s Mobility Solutions
• Understanding of Imprivata’s full product portfolio and integration points.
• Make recommendations to improve the effectiveness and efficiency of the products for customers.
• Partner with Product Management to share the roadmap and new feature functionality with the Customer Success team.
• Create and maintain customer facing “Best Practices” for product features.
• Provide technical and application expertise for customers to support post-sales adoption of products and services.
• Address all product and application related queries, concerns, and problems in a timely manner.
• Assist in the advanced training of customers to effectively use Imprivata products and services.
• Establish and document new best practices and share them with customers and internal stakeholders.
• Provide customer’s feedback to Product Development & Management to help identify potential new features and product enhancements.
• Create content and documentation for customer-facing roles and the customer community.
• Serve as a solution expert in public facing customer programs such as webinars and industry events (i.e., meetings, trade shows, etc.).
• Visit customers to ensure solutions are functioning optimally and advise of potential opportunities for improvement.
• Document activity in relevant systems to manage and report productivity.
• Other duties as assigned and required

Qualifications

• BS. In Computer Science Engineering, or a related technical discipline is desired
• 5+ years of relevant technical, consulting or system integration experience with one or more vendors in the healthcare IT industry
• Expertise in a broad range of applications and technologies including, but not limited to:
• Mobile Device Management in at least one of the following MDMs – Workspace One, Microsoft Intune, JAMF Pro, MobileIron Cloud, or Maas360.
• Apple Business Manager, Apple’s Volume Purchase Program, and Google’s Managed Play Store
• iOS and Android mobile operating systems
• Shared Devices in Android and/or iOS environments
• LDAP-based directory technologies such as Active Directory
• Identity Management and Single Sign-On technologies
• Enterprise and SaaS-based software security technologies
• Physical hardware deployments
• Proven work as a technical subject matter expert
• Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
• Proficiency with O365 tools
• Excelle