- 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 Imprivatas 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
- Appropriately direct RVP escalations for any account in your assigned territory
- Other duties as assigned and required
Qualifications
- Bachelors degree in Business or related discipline preferred.
- Domain expertise in the cybersecurity, data privacy & security space preferred
- 8 years+ of relevant experience in software services preferable healthcare, enterprise software, customer success, and/or critical account management.
- Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
- Expert in the ability to understand 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.
- Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
- Demonstrated ability to establish executive level relationships and engage in conversations that influence higher usage and value from customers.
- Outstanding cross-functional collaboration skills to bring key Imprivata functional areas together in order to solve customer requirements.
- Expert content creation and presentation moderation (story telling) skills (using MS PowerPoint)
- Ability to pivot and adapt to changing conditions in a cool and professional manner
- Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
- This candidate must be willing to travel up to 40%.