Manager, Professional 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, Professional Services to join our team. This is a hybrid opportunity based out of our Waltham, MA or Austin, TX office.

Job Summary

The Manager, Professional Services will be tasked with managing all aspects of the Professional Services delivered for Imprivata’s Privileged Access Security (PAS) customer base. This role will lead the team in following sound architectural principles, industry standards and best practices, and ensure proper knowledge of recent product features and functionality. The Manager will lead a team of technical resources and provide guidance for critical design-related discussions as it relates to the PAS implementations. They will actively work with the Project Management Office and technical teams to creatively and proactively problem solve our customers’ technical challenges. The Manager will also be asked to work closely with Engineering and Product teams to ensure proper customer response and continuous product improvements. In addition, they will also be responsible for the day-to-day operational elements of the PAS Professional Services such as hiring, training and onboarding, KPIs, and project and team financials.

Duties and Responsibilities

• Work directly with Professional Services leadership to drive change and efficiencies within the Professional Services department 
• Communicate effectively with all project stakeholders any critical design related challenges that may have impact on project timeline 
• Work closely with Imprivata PMO and Tech leads on all IBA related tasks and deliverables 
• Manage all PAS technical services resources and consultant resources which includes but is not limited to – hiring, performance management, documentation, resource capacity, assignments, process improvements 
• Work closely with Imprivata Product Management team to relay customer feedback on product and functionality for product enhancements and improvements 
• Sign off on all solution architecture and design documents to Implementation Engineer prior to configuration phase of project 
• Act in a consultative role during the implementation for all customer related questions or escalations 
• Manage any project scope changes or additions with help from Project Manager 
• Participate in special projects as assigned by Leadership/Management 
• Train, mentor and coach members of the team 
• Provide technical consultation to Sales teams as needed 
• Assist in any C-level communications related to the resolution of complex issues and customer escalations 
• Meet or exceed operational KPIs 

Required Qualifications

• Bachelor’s degree in technical or business discipline 
• Advance degree preferred in similar discipline 
• 5 + years of management experience working in a software or technology company in an analyst or consultative role 
• 5+ years of healthcare industry experience with advanced knowledge of EHR systems, hospital workflows & identity management
• Experience managing high performing teams and understanding and navigating complex business workflows 
• Advanced knowledge of using software to build complex business logic and workflows 
• Outstanding analytical, problem-solving, organization and multitasking skills 
• Excellent customer service skills including active listening, composure, and empathy 
• Clear and concise communication skills, both written and verbal 
• Ability to adapt to changing priorities 
• Advanced knowledge of documentation tools such as Visio and Word 
• Knowledge of networking/infrastructures 
• Advanced knowledge of extract, transfer, load (ETL) processes and common data source formats 
• Advanced understanding of CRM & project management tools such as Salesforce and Professional Services Automation (PSA) with an ability to create dashboards and reports 

This position offers a total compensation range of $126,000.00 to $147,000.00 (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