Manager, Managed Services

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 Manager, Managed Services to join our team. This is a hybrid opportunity based out of our Austin, TX; Waltham, MA; or. St. Petersburg, FL office.
Job Summary
The Manager of Managed Services is responsible for ensuring customer success by building and managing a team of Managed Services Engineers, Analysts, and other roles. Our Managed Services help clients maximize their Imprivata product investments through delivering expert, cost-effective services that allow our customers to focus on their strategic goals and continually provide better patient care.
The primary focus of this role is to build and support the operational delivery of the Managed Services team. The Manager of Managed Services will oversee the daily operations of our managed services offerings as well as propose, build, and launch new managed services offerings. This role will manage their teams to ensure Imprivata is meeting service level agreements, providing accurate and timely deliverables for Imprivata's customers, ensuring customer satisfaction, enhancing our solutions, and delivering continuous process improvements.
This role will work directly with solution and product management, technology operations, professional services, and sales functions to focus on the development of product and service enhancements as well as next generation services and managed service solutions.
Duties and Responsibilities

• Build and manage a Managed Services team to achieve business objectives including targets for customer satisfaction, service levels, team financials.
• Set team goals in alignment with Global Customer Experience objectives. Assist direct reports in the definition and attainment of individual goals.
• Effectively deliver on the Managed Services pipeline with Customers by effective scheduling and ensuring satisfactory completion of submitted requests.
• Ensure the delivery of high-quality technical and soft-skills training for direct reports.
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
• Develop and maintain Managed Services procedures and policies.
• Advocate for customers and define ways to continually add value to the customer experience.
• Serve as a manager, mentor, knowledge resource, and escalation point.
• Expand program to additional markets, regions and products.
• Provide customer facing service delivery to key accounts.
• Other duties as assigned and required.

Required Qualifications

• BA or BS required.
• Minimum of 7 years managing Managed Services, Technical Support or Professional Services teams.
• Minimum 10 years of experience in a Technical Support or Services role responsible for delivering customizations or administration services.
• Excellent written and verbal communication skills.
• Ability to successfully communicate and coordinate with departments across the organization including Sales, Professional Services, CSM, QA, Engineering, and Product Management.
• Solid, functional Salesforce.com application knowledge.
• Strong knowledge of operational financial management, including P&L experience.
• Ability to understand and escalate issues efficiently and appropriately.
• Demonstrated strong work ethic and advanced organizational skills.
• Ability to attract, hire and retain high-performing support professionals.
• Previous Healthcare IT, Security, and/or Commercial technology experience a plus.

This position offers a total compensation range of $136,000.00 to $161,000.00 (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.
#LI-Hybrid #LI-ML1