Customer Success Desk, Team Lead

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 Desk, Team Lead to join our team. This is a hybrid opportunity based out of our Waltham, MA or Austin, TX office.
Job Summary
The Customer Success Desk, Team Lead is responsible for the day-to-day oversight of the desk team operations. The role is both a team player and coach and requires customer and internal focus to enable team members to perform in their roles. This role will support the team in setting and achieving metrics and KPIs through individual contribution. The Team Lead must have excellent customer care skills and a keen understanding of all of the variables that impact the customer experience and journey. The Team Lead must be able to prioritize and pivot plans as conditions across product lines and install base customer segments shift. In addition, this position will be called upon to mentor team members, refine existing and new desk Salesforce and Gainsight processes, and drive complex strategic initiatives.
Team members coached by the Team Lead continue line reporting to the Manager, rather than directly to the Team Lead.
Duties and Responsibilities

• Manage SF case and Gainsight queue processes in an exemplary manner, acting as a role model for your team, including all areas listed below
• Provide guidance, instruction and direction to CSMs on the team in support of team goals and KPIs as established by management.
• Work with management to present and transfer findings to cross functional departments impacted or to our own team for needed program adaptations.
• Develop high performing team to meet and exceed the team goals provided by leadership.
• Manage escalated issues to ensure excellent communication, efficient processes, and excellent customer experience is prioritized.
• Proactively communicate improvements and changes to processes where needed on the team or otherwise.
• Proactively Initiate and execute plans for team education and training to address knowledge gaps and continual learning.
• Evaluate and report on team and team member metrics and KPIs.
• Evaluate and utilize data to support strategic desk initiatives that will benefit team performance, efficiency or customer growth goals.
• Work with other team leads to plan and manage cross functional processes and activities.
• Provide input on the performance of team members for performance assessments.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree (Business, Computer Science preferred) or equivalent work experience.
• 3+ years' experience in a customer success, project management, support or related environment.
• Recognized leadership with the ability to mentor and guide a team of 4-10 people.
• Excellent customer-facing communication, critical thinking and problem-solving skills.
• Ability to work cross-functionally, while maintaining organization.
• Solid written and verbal communication skills.
• General knowledge of Saas product operational procedures and practices including other business operations inside Imprivata.
• Experience in leading, facilitating and resolving customer escalations.
• Sound knowledge in using support tools such as Salesforce.com, Jira, Knowledge base, etc., and able to guide team members in the use of these tools.

This position offers a total compensation range of $108,000.00 to $131,00.00 (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.
#LI-Hybrid #LI-LI1