Manager, Customer Success Engineering

$160,000 - $170,000/Yr

Imprivata - Austin, TX

Full-time - Manager

Austin, TX

Machinery Manufacturing

About the position

The Manager, Customer Success Engineering at Imprivata is responsible for overseeing the daily operations of the Customer Success Engineers team, ensuring that customers receive technical guidance for Imprivata's products. This role involves engaging with customers at a leadership level, providing feedback to product management, and driving customer engagement strategies to enhance value realization. The position requires strong operational, organizational, and technical skills, with a focus on team growth and performance metrics.

Responsibilities

• Oversee and direct day-to-day activities for a team of Customer Success Engineers.
• Design and execute customer technical engagement strategies to drive high retention across the enterprise customer base.
• Drive cross-functional initiatives to ensure a best-in-class customer experience.
• Establish proactive and reactive processes to ensure customer success.
• Drive operational processes to review issue volumes, trends, responsiveness, utilization, and overall performance, including monthly reporting of group metrics and engagement statistics.
• Help drive strategic initiatives and program improvements related to infrastructure, workflows, processes, and team development.
• Develop staffing plans and hire new team members as needed, including forecasting and determining future needs.
• Manage and develop personnel by providing direction, establishing clear objectives, managing performance, training, and coaching.
• Provide guidance to Engineering and Product Management on new product requirements based on customer engagement data.

Requirements

• 10+ years of experience in the software industry.
• Degree in Business, Computer Science, or Engineering.
• Proven experience leading a team in a rapidly growing technology company.
• Experience with software implementation in a healthcare environment.
• Advanced experience with CRM systems, preferably Salesforce.com.
• Strong interpersonal, leadership, and communication skills.
• Technical skills to understand detailed issues while maintaining high-level involvement.
• Experience in communication, organization, presentation, leadership, coaching, problem-solving, and negotiation.
• Strong customer management skills and ability to manage and influence at an executive level.

Nice-to-haves

• Experience in selling, implementing, and supporting software.
• General knowledge of hardware and software technologies related to Imprivata's products, such as Microsoft Windows administration, client/server applications, web-based applications, terminal services, Citrix, VMware, and Mobile Device Management.

Benefits

• Competitive total rewards package
• Developmental opportunities
• Top-notch work environment