Manager, Technical Managed Services

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, Technical Managed Services to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.

Job Summary

The Manager, Technical Managed Services, will lead a team of services engineers who deliver technical services that optimize the value of Imprivata solutions for our customers. This role will establish, maintain, track and report on key performance indicators and ensure efficient processes for services delivery. The role will define and maintain best practices across the team, while functioning in alignment with all contractual and regulatory requirements. Success in this role requires partnership with other teams responsible for customer success. Success in this role will be measured by customer satisfaction, account retention and subscription growth, team utilization, as well as achieving margin goals.

Duties and Responsibilities

• Developing long-term growth and scalability to serve a growing portfolio of customers.
• Owning the tracking and reporting of key performance indicators for the team's operations and productivity, and making data-driven management recommendations
• Assist with driving our core mission to create Customers For Life, and contributing the continuous improvement of our management toolkit, processes, and best practices.
• Guiding and aiding team members' personalized plans for career progression and growth through training programs.
• Creating an inspiring team environment that cultivates unity, partnership, positivity, synergy, and a focused dedication to customer excellence.
• Handling customer escalations when needed, and resolving issues in a way that stabilizes operating standards with long-term value and customer relationships
• Provide training on customer use cases, workflows and policies that enables the teams use of our applications and data to deepen their knowledge and skills.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree in Computer Science, Business, Public Health, Healthcare Administration, Information Systems, Business Analytics or related discipline. Master's degree preferred.
• 3+ years of experience as a manager in identity access management technology, mobility, or adjacent technology setting with 5+ direct reports.
• Prior experience providing technical services or support to healthcare customers and knowledge of HIPAA, HITECH, GDPR, and DEA/State EPCS regulations preferred.
• Inherently curious with a track record of providing high service quality and results
• Proven social, data-analyzing, organizational, and autonomous problem-solving skills
• Excellent verbal and written skills, as well as leadership, organization, time management, and presentation skills.
• Ability to manage and influence at a senior executive level
• Self-motivated and positive customer service attitude, setting customer-centric culture for all Managed Services.

This position offers a total compensation range of $134,000.00 to $166,000.00 (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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