Manager, Customer Support

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, Customer Support 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, Customer Support will lead a team of 6-12 support engineers, ensuring the delivery of high-quality technical support for our SaaS healthcare technology solutions. This people-focused manager will foster team engagement and professional growth. A solid technical background is essential to guide complex issue resolution, implement best practices, and maintain high customer satisfaction. Experience in healthcare IT and high-volume case management are key to success in this role.

Duties and Responsibilities

• Responsible for delivery of team KPIs, including customer satisfaction, SLA response, and resolution time targets
• Work collaboratively with the broader support leadership team in driving a consistent customer experience across our product portfolio
• Engage cross-functionally with Customer Success, Product Management and Engineering to drive product and process improvements
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, efficiency tools, and customer support engineer development.
• Manage and develop Support personnel by providing direction, establishing clear, measurable goals, managing performance, training, and coaching. Take corrective action when needed
• Expertly handle customer escalations & participate in rotations for on-call management escalation as needed
• Identify areas of automation and efficiency within supported platforms
• Travel to be expected across our primary office locations (quarterly) and customer sites as needed - roughly 10-15% travel.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's Degree in Business, Computer Science, or a related discipline or relative experience.
• 6-8+ years' experience in Customer Support/experience, preferably in a healthcare technology environment.
• 3-4 years' experience of managing and developing a team or department.
• Exceptional organizational skills and ability to deliver against multiple priorities.
• Excellent written and verbal communication skills.
• Excellent presentation development and delivery skills.
• Motivated, self-starter with an excellent work ethic and high level of integrity.
• Passionate about customer support and team building.
• Experience with Salesforce case management, dashboarding and reporting.
• Incident Management experience is required.

This position offers a total compensation range of $149,000.00 to $159,000.00 (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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