Jobs and Careers

Enterprise Customer Success Manager - Southeast

United States, United StatesRemotefull_timeVerifiedPosted 1 Jul 2024

💰 $190,000/yr($130,000/yr – $190,000/yr)

About the role

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 an Enterprise Customer Success Engineer to join our team for this remote opportunity with the ability to work anywhere within the Southeastern United States.Job SummaryThe Enterprise Customer Success Manager (CSM) for the Southeast – Is responsible for proactive engagement with our largest and most valuable customers in an assigned region. The Enterprise CSM will guide the customer to optimal value realization for the solutions they have purchased from Imprivata while at the same time partnering with the customer on their business needs and positioning future product investments. The Enterprise CSM is responsible for maintaining a yearly ARR quota for their assigned accounts. To accomplish this, you will be responsible for driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of assigned customers. It will be required that you work cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a signature experience for our customers, ensuring full renewals and product expansion across the Imprivata solutions. The Enterprise CSM is also responsible for maintaining a working relationship with the assigned territories regional vice president of sales and will act as an escalation point for any customer issues in that region.Duties and Responsibilities

Engage with assigned customers to develop and account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription and maintenance renewals (ARR Quota)
Establish executive level relationships with assigned accounts and ensure satisfaction with their Imprivata partnership at this level
Organize, facilitate, and create content for regular value based executive business reviews with assigned customers
Work directly with the RVP of sales in your assigned region to identify customer success trends and an aggregate positive health among ALL customers in that region
Expertly facilitate the coordination of internal resources to resolve complex problems for assigned customers
Document success stories and use cases that can be used for case studies, blog posts, and any other marketing objective.
Ensure customers (primarily executive level contacts) provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with Imprivata.
Organize the use of technical and clinical resources for value discovery health checks
Compile health check findings in to prescriptive and consultative feedback for assigned customers
Perform customer “business reviews” for strategic customers including Data Analysis, Business Strategies, and conduct review of findings and develop recommendations; present findings/recommendations to customer key stakeholders
Position yourself as the Imprivata expert and maintain active situational awareness for every assigned customer
Document all customer interactions and maintain an active work list of strategic objectives in the Imprivata CRM (Gainsight)
Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within Imprivata’s CRM (Gainsight).
Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products, upgrades); events such as User Conferences, Webinars, etc.
Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
Acts as a subject matter expert in all customer experience internal processes
Provide regular updates to the Director of customer success on account trends and recommended process improvements