Senior Program Manager, Customer Experience

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 Senior Program Manager, Customer Experience to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

We are looking for a Senior Program Manager, Customer Experience to lead the strategic development and operational execution of Imprivata's customer journey. This high-impact role requires a seasoned professional who can drive the design, implementation, and optimization of complex customer lifecycle processes, ensuring they are seamlessly executed across our Customer Experience organization. You will partner with key leaders across Customer Success, Professional Services, Managed Services, Support, and Renewals to ensure that all touchpoints are aligned with Imprivata's strategic goals and deliver an outstanding experience for our customers.

The ideal candidate will bring prior experience in building and operationalizing customer journeys, establishing and tracking success metrics, and driving cross-functional collaboration at scale to achieve desired business outcomes.

Duties and Responsibilities

• Strategic Ownership of the Customer Journey: Lead the vision, development, and continuous refinement of a holistic customer journey that spans all phases of the customer lifecycle from onboarding to renewal.
• End-to-End Operationalization: Drive the execution of the customer journey strategy, ensuring that processes are effectively operationalized across all CX functions, including CS, PS, MS, Support, and Renewals.
• Customer Experience Leadership: Act as a key strategic advisor to CX leadership, ensuring that customer journey initiatives align with Imprivata's overall business objectives and enhance customer engagement and loyalty.
• Data-Driven Insights: Develop and implement metrics to evaluate the performance of the customer journey, using insights from data to identify opportunities for improvement and innovation that drive customer satisfaction.
• Cross-Functional Collaboration: Work closely with leadership across Product, Marketing, Sales, and Services to ensure alignment of customer-facing processes.
• Technology and Tools Optimization: Work with operations teams and functional leaders to oversee the management of tools, platforms, and systems to streamline the customer journey and drive efficiency in customer-facing teams.

Required Qualifications

• Bachelor's degree in Business, Operations, or a related field (MBA or advanced degree preferred).
• 5+ years of experience in a customer experience or operations role within a B2B software or technology company.
• Demonstrated expertise in leading customer journey design and operationalization at scale.
• Proven track record of driving cross-functional alignment and strategic initiatives across CS, PS, MS, and Support.
• Strong analytical, project management, and problem-solving skills
• Experience with CRM and/or customer experience platforms and technologies (e.g., Salesforce, Gainsight).
• Exceptional communication and collaboration skills, with the ability to influence and drive change across all levels of the organization.
• Ability to proactively identify opportunities and drive initiatives forward in a fast-paced, dynamic environment.

This position offers a total compensation range of $137,800.00 to $147,800.00 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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