Customer Success Manager I

Duties And Responsibilities

• Monitor metrics to accelerate product adoption, influence engagement and identify opportunities for growth.
• Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active-usage, and NPS.
• Maintains excellent knowledge of product, customer journey expectations, issue resolution, and customer risk management.
• Partner with renewals to protect and grow ARR for customer base through risk and renewals initiatives.
• Manage customer engagements at scale through Salesforce case management, Gainsight workflows, calls, and organized email communication.
• Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.

Qualifications

• Bachelor’s degree in Business or related discipline.
• 1+ years’ experience in customer facing success, project management, or professional services role.
• Experience with SaaS in healthcare or commercial.
• Knowledgeable with CRM systems, preferably Salesforce.com and Gainsight.
• Proficiency with O365 tools.
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers.
• Aility to engage with C level executives and ability to take feedback from all levels.
• Aility to comprehend high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Aility to work cross-functionally to bring key Imprivata functional areas together in order to solve customer requirements.
• Effective communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.

Pay

This position offers a total compensation range of $65,000.00 to $75,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives).