Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Customer Success Engineer, Mobile to join our team. This is a hybrid opportunity based out of our Austin, TX office.
Job Summary
We are currently seeking a Customer Success Engineer to join our team to manage our growing customer base. As a Customer Success Engineer, you'll work closely with Customer Success Managers and cross-functional teams to define and implement processes that scale, follow our best practices, and reduce technical debt. This position has a focus on Imprivata's Mobility Solutions and requires a mixture of project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable working with a vague set of business requirements and turning them into efficient and elegant solutions. You'll think about the implications of the changes you make to other workflows in the system, and architect effective and efficient solutions so they'll be adaptable for potential future enhancements.
Duties and Responsibilities
- Design and implement innovative technical processes to ensure customers experience a maximum return on their investment.
- In-depth knowledge of Imprivata's Mobility Solutions
- Understanding of Imprivata's full product portfolio and integration points.
- Make recommendations to improve the effectiveness and efficiency of the products for customers.
- Partner with Product Management to share the roadmap and new feature functionality with the Customer Success team.
- Create and maintain customer facing "Best Practices" for product features.
- Provide technical and application expertise for customers to support post-sales adoption of products and services.
- Address all product and application related queries, concerns, and problems in a timely manner.
- Assist in the advanced training of customers to effectively use Imprivata products and services.
- Establish and document new best practices and share them with customers and internal stakeholders.
- Provide customer's feedback to Product Development & Management to help identify potential new features and product enhancements.
- Create content and documentation for customer-facing roles and the customer community.
- Serve as a solution expert in public facing customer programs such as webinars and industry events (i.e., meetings, trade shows, etc.).
- Visit customers to ensure solutions are functioning optimally and advise of potential opportunities for improvement.
- Document activity in relevant systems to manage and report productivity.
- Travel required up to 30%
- Other duties as assigned and required
Requirements
- 5+ years of relevant technical, consulting or system integration experience with one or more vendors in the healthcare IT industry
- Experience with Mobile Device Management. Example MDMs include but are not limited to: Workspace One, Microsoft Intune, JAMF Pro, MobileIron Cloud, or Maas360.
- Proven work as a technical subject matter expert
- Proficiency with O365 tools
- Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once.
- Task oriented with the ability to prioritize and shift focus based on customer needs.
- Ability to engage with C level executives and ability to take feedback from all levels.
- 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.
- Familiarity with Change Management processes.
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
- Ability to work cross-functionally to bring key Imprivata functional areas together in order to solve customer requirements.
- Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
Nice to have
- BS. In Computer Science Engineering, or a related technical discipline is desired
- Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
- Expertise in a broad range of applications and technologies including, but not limited to:
- Apple Business Manager, Apple's Volume Purchase Program, and Google's Managed Play Store
- iOS or Android mobile operating systems
- Shared Devices in Android and/or iOS environments
- LDAP-based directory technologies such as Active Directory
- Identity Management and Single Sign-On technologies
- Enterprise and SaaS-based software security technologies
- Physical hardware deployments
This position offers a total compensation range of $118,000.00 -$130,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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