Director, Customer Experience Strategy & Operations

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 Director, Customer Experience Strategy & Operations to join our team. This is a hybrid role based out of our Waltham, MA office.

Job Summary

The Director of Customer Experience Strategy & Operations will ensure Imprivata’s teams, especially Customer Success, Services, Renewals and Support, deliver differentiated service offerings and a seamless, exceptional customer experience. By aligning customer-facing strategies with the company’s strategy, this role will have a significant impact on increasing customer satisfaction, retention and growth through strategic initiatives and operational excellence.

Duties and Responsibilities

• Services offerings strategy 
• Design and create service offerings across Support, Success, Professional Services and Managed Services, in alignment with Imprivata software products. 
• Ensure offerings deliver differentiated value, determine the go to market strategy (pricing, packaging, messaging), and coordinate execution with the service delivery teams. 
• Journey mapping 
• Develop and lead the cross functional process to map customer journeys 
• Identify key customer experience improvement areas. 
• Delivery Partner Strategy and Operational Plan 
• Define the delivery partner program 
• Create a plan for implementation 
• Customer and CX organization KPI’s 
• Evolve and maintain usage metrics and health scores 
• Manage the process and standards customer satisfaction data (NPS and CSAT) 
• Operational Efficiency 
• Measure and improve utilization and productivity for PS/MS 
• Coordinate offshoring and other talent strategies that drive efficiency 
• Technology management 
• Define Gainsight requirements and administer the technology for the needs of the business 
• Partner with delivery leaders on other Business Requirements (SFDC, PSA) 
• Experience with Data Science / Analytics focused teams 

Required Qualifications

• Bachelor’s Degree in Business or a related discipline; MBA preferred 
• 10+ years in a Customer Experience, Go to Market or Business Operations role 
• Proven track record of developing and executing customer success strategies that drive business growth. 
• Ability to work cross-functionally and influence stakeholders at all levels 
• Excellent communication and interpersonal skills 
• Strong executive presence internally and externally 
• Analytics mindset with the ability to leverage data to drive decisions 
• Proficiency with Salesforce.com and Gainsight Customer Success 
• Experience in Healthcare IT and/or cybersecurity verticals is a plus 

This position offers a total compensation range of $201,000.00 to $276,000.00 inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit o