Managed Services Program Manager
About the Role
Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely. We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.
This is a hybrid opportunity based out of Waltham, MA.
Responsibilities
- Lead customer program execution by developing project plans, timelines, and task coordination to support successful delivery of Managed Services engagements.
- Serve as the primary program coordinator for assigned Managed Services customers, ensuring clear communication, documentation, and progress tracking throughout the engagement.
- Develop and maintain customer program documentation, including project plans, milestones, risks, action items, and status updates within Imprivata systems.
- Monitor program progress, identify risks or issues, and coordinate with internal teams to keep customer initiatives on track.
- Partner with Managed Services engineers, Customer Success, Sales, Support, and other cross-functional teams to deliver successful customer outcomes.
- Support customer planning activities by coordinating technical initiatives, managing implementation timelines, and helping customers adopt Imprivata best practices.
- Identify opportunities to improve customer adoption and utilization of Imprivata solutions while supporting subscription renewals through proactive program management.
- Contribute to the continuous improvement of Managed Services processes, documentation, and delivery standards by sharing lessons learned and best practices.
- Support team success by collaborating with peers, providing coverage when needed, and facilitating customer meetings or onsite engagements as appropriate.
- Other duties as assigned.
Qualifications
- Bachelor's degree in Business, Computer Science, Engineering, or related discipline.
- 6+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
- 4+ years of project, program, or portfolio management experience required.
- PMI/Agile/other certifications a plus.
- Technical management experience a plus.
- Experience implementing or administering one or more Imprivata products is preferred.
- Imprivata Certification is a plus.
- 3+ years of experience serving healthcare customers.
- Excellent verbal and written communication skills, as well as leadership, organizational, time management, presentation, and independent problem-solving skills.
- Ability to accurately estimate, plan, and provide up-to-date reports during engagements.
- Ability to work under pressure and meet deadlines.
- Self-motivated with a positive customer service attitude.
- High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.
- Ability to manage, negotiate, and influence at both the operational and executive levels.
- Experience with support CRM systems, especially Salesforce, a plus.
Pay
This position offers a total compensation range of $123,000.00 to $133,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). Actual compensation will vary and may be above or below the range based on factors such as a candidate’s location, skills, experience, and qualifications.
Benefits
Imprivata offers a top-notch work environment, developmental opportunities, and a competitive total rewards package. More information about Imprivata’s benefit offerings can be found here.