Chief Customer Officer

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 Chief Customer Officer to join our team.

Job Summary

The Chief Customer Officer is part of Imprivata’s executive leadership team.  This role is responsible for implementing and overseeing a customer-first approach throughout the organization. They do this by developing and approving ideas to improve people, processes, and systems that directly affect the customer experience. 

Duties and Responsibilities

• Owning and driving customer value and adoption post-sales. Manage and grow a global organization including renewals, customer success, customer support and services.   
• Working across the organization to define a clear client journey and optimize customer lifecycle management   
• Define measurable customer success outcomes and establish processes to measure them across each part of the journey focused on churn reduction   
• Lead M&A activity from an integration, change management and portfolio strategy perspective for all post-sales activities   
• Drive adoption of cloud platform, help move all customers from on-prem to SaaS  
• Be the voice of the customer in the organization and drive people, process, and technology improvements across each area. Based on interactions with customers – drive and prioritize improvements  
• Enable cross functional collaboration by aligning departments with a customer-centric culture, creating a consistent and seamless experience by ensuring that all departments are unified  
• Enable CX analytics, reporting, and forecasting on a weekly, monthly, quarterly, and ad-hoc basis at department and executive level  
• Mentor and coach a high-performing team of (S)VPs as they continue to develop their functional expertise and leadership capabilities  
• Other duties as assigned and required  

Required Qualifications

• High-Growth, Multi-Product B2B Software Experience  
• Experience operating in a growing B2B software company with revenues of $500M+  
• Experience operating in a complex, multi-product environment that has grown organically and through acquisition  
• Track record of success in a global organization  
• P&L management experience preferred  
• Security industry preferred  
• Customer Focused Functional Expert  
• Proven track record in owning renewals, customer success, customer services and professional services  
• Experience increasing NPS, reducing churn, and familiarity with best-in-class methodologies and practices  
• Proven ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics in a SaaS environment  
• Proficiency with Salesforce.com and Gainsight Customer Success  
• Ability to Build Scalable Process and Teams  
• History of hiring, developing, motivating and mentoring customer facing and operations teams capable of setting and meeting ambitious goals. Experience managing geographically disparate teams  
• Proven ability to set up and manage well-define metrics and KPIs to create a scalable and transferrable process across the business  
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