Job Summary

The Senior Customer Onboarding Specialist is responsible for effectively engaging customers to maximize their investment in Imprivatas Privileged Access Security (PAS) solutions. Their primary objective is to accelerate the strategic rollout of the customers' solutions to as many users or vendors as possible. This role will provide services necessary to deliver and maintain a compliant and robust Privileged Access program for our customers. They will offload the burden of managing complex solutions for our customers through demonstrated expertise, best practices, and a passionate commitment to our rigorous cyber security standards to protect access to customers sensitive information. Individuals successful in this role will demonstrate genuine collaboration with both customers and Imprivata team members and are expected to train and mentor their teammates. Individuals in this role must demonstrate the ability to successfully complete expert level activities related to customer application education and satisfaction, industry trends, and have expertise in the Privileged Access Security.

Duties and Responsibilities

• Review and analyze customer onboarding goals and capabilities.
• Serve as an escalation point for Associate/Onboarding Specialists.
• Manage strategic level projects with autonomy.
• Grow and maintain positive relationships with Privileged Access customers by serving as a point of contact for training requests, proactive monitoring, reports, managing workflows and hands on onboarding of vendors/users.
• Expertise in industry trends, privacy regulations, and Privileged Access Security solutions.
• Serve the customer as a primary point of contact for services related to PAS Managed Services.
• Ensure the renewal of subscription Managed Services by always providing outstanding customer service.
• Lead the creation & maintenance of project and process related 'best practice' methodologies, training, and documentation.
• Lead maintaining a repository of related documentation pertaining to the customers Imprivata enterprise.
• Establish and facilitate recurring customer meetings, and manage communication of status updates, health reports, and recommendations to customer stakeholders.
• Assist responses to certain support requests and troubleshooting efforts on behalf of Managed Services customer accounts, whether independent of or in conjunction with Imprivata Customer Support representatives.
• Leadership of occasional onsite meetings or assessments as needed.
• Other duties as assigned.

Qualifications

• Bachelors degree in Business, Healthcare Administration, Information Systems or related discipline, or comparable professional experience.
• 5+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
• 2+ years of experience implementing or administering multiple Imprivata products. Imprivata Certification required.
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills.
• Ability to write queries in SQL.
• Basic understanding of networking.
• Knowledge and understanding of VDI.
• Attention to detail, strong work ethic and willingness to learn.
• Familiarity with medical terminology and clinical workflow a plus.
• Foundational knowledge of HIPAA, HITECH, GDPR regulations a plus.
• Experience with data analytics / data mining a plus.
• Prior experience serving healthcare customers a plus.
• Experience with Microsoft Windows, Office365, Salesforce a plus.
• Project management and Implementation experience is a plus.
• Experience implementing or supporting applications for IT Privileged Access
• Ability to work under pressure and meet deadlines.
• Self-motivated and 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.
• Able to guide the customer toward high-value business outcomes as relate to their investments in Imprivata solutions, while managing technical details and organizational complexity.
• Must have the ability to do limited overnight travel - up to 10%