Director, Customer Success Desk

Description

The Director, Customer Success Desk at Imprivata is responsible for driving the strategic vision of our Global Desk customer segmentation. This is a hybrid opportunity based out of our Waltham, MA or Austin, TX office.

Duties And Responsibilities

• Develop and deliver a digital first customer success model for our Global desk segmentation.
• Oversee and direct day-to-day activities of a team of Customer Success Managers.
• Design and execute a proactive customer engagement strategy focused on driving high retention across our enterprise customer base.
• Design and deliver automated workflows to improve efficiencies within the customer engagement experience including leveraging AI.
• Drives cross functional initiatives to ensure best-in-class customer experience.
• Deliver increased customer retention within assigned customer base.
• Escalation points for team regarding Customer Success issues.
• Identify technical and satisfaction trends and provides “voice of the customer” feedback to upper management and cross-functional teams.
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, CSM development.
• Develop staffing plans and hiring new team members as needed, including forecasting and determining future needs.
• Manage and develop Customer Success personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching and taking corrective action when needed.
• Cook up cross-functional processes that help meet renewal and upsell targets and deliver on customer’s needs, including processes for CSMs to: Relay customer feedback to the Product team, Drive resolution to escalated accounts to ensure strong relationships, Provide feedback to Sales on the readiness of our customers.

Required Qualifications

• Bachelor’s Degree in Business or a related discipline.
• 11+ years’ experience in the software industry.
• 5+ years of proven experience leading and developing a Customer Success organization for a rapidly growing technology company.
• Experience developing a digital first customer success motion.
• Experience working with AI to develop automated workflows and develop efficiencies within the customer engagement experience.
• Exceptional organizational skills & ability to deliver against multiple priorities.
• Excellent written and verbal communication skills.
• Motivated, self-starter with an excellent work ethic and high level of integrity.
• Passionate about customer success to help both retain and expand customer usage.
• Effective communicator who can articulate the needs of the customer and resolve both short and long-term issues.
• Experience in Healthcare IT and/or cybersecurity verticals is a plus.

Pay

This position offers a total compensation range of $230,000.00 to $259,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives).

Schedule

This is a hybrid opportunity based out of our Waltham, MA or Austin, TX office.