Customer Success Advisor

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 Advisor to join our team. This is a hybrid opportunity based out of our Waltham, MA; St. Petersburg, FL; or Austin, TX office.
Job Summary
As a Customer Success Advisor, 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 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

• Advise customers on Imprivata's Access Intelligence product line and integration points.
• Partner with Product Management and Customer Success to share roadmap and new feature functionality.
• Provide technical and application expertise for customers to support post-sales adoption of products and services.
• Serve as technical escalation point for customer challenges
• Address product and application-related queries, concerns, and issues in a timely manner
• Establish and document best practices and share them with customers and internal stakeholders
• Provide customer feedback to Product Management to help identify potential new features and enhancements
• Create content and documentation for the Access Intelligence user community
• Serve as a solution expert in public-facing programs such as webinars and industry events (i.e., meetings, trade shows, etc.
• Other duties as assigned and required

Required Qualifications

• Bachelor's degree required
• 5+ years of technical experience
• Technical skills including, but not limited to:
• Basic to intermediate SQL and database experience
• Basic to intermediate understanding of SAML and SSO processes, including how to work with metadata and IdP/Service Provider interactions
• Basic understanding of SSH and SFTP processes
• Basic to intermediate knowledge of Linux/Unix environments is a plus (e.g. bash/shell script, basic Unix commands)
• Proven work as a technical subject matter expert
• Knowledgeable with CRM systems, preferably Salesforce and Gainsight
• 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 be receptive to feedback from all levels
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Ability to work cross-functionally and bring key Imprivata functional areas together to address issues
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate effectively at all levels of the organization, including executive level

Desired Qualifications

• Ability to diagnose and optimize database performance issues for complex environments
• Experience with backup strategies, disaster recovery, and database replication to ensure data integrity and availability
• Knowledge of data encryption, masking, and auditing features in databases
• Experience with cloud-hosted databases (e.g. AWS) and their specific nuances
• Familiarity with observability tools to monitor database health and performance, enabling proactive support

This position offers a total compensation range of $108,000.00 - $136,000.00 (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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