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 Customer Advocacy Program Manager to join our team for this hybrid opportunity out of our Waltham, MA office.
Job Summary
The Sr. Customer Advocacy Program Manager develops and runs our Customer Reference Program and oversees Customer Advocacy. This is a strategic role in our Customer Marketing organization and leverages all customer touchpoints to identify and cultivate advocates for Imprivata in the market and references to help our sales team in evangelizing Imprivata solutions. This role will collaborate closely with other customer marketing functions including community, customer campaigns, appreciation, renewal and adoption programs.
Self-starters who build relationships with ease and are curious about what makes customers successful, along with the creativity and communication skills to capture package these great stories of success will thrive in this position.
Duties and Responsibilities
Customer Advocacy Program Management:
- Develop and manage a comprehensive customer advocacy program that includes identifying and nurturing advocates, building strong relationships, and leveraging their success stories.
- Create and maintain a customer reference database, ensuring it is up-to-date and accessible to sales, marketing, and customer success teams.
- Collaborate with cross-functional teams to identify potential advocates and match them with appropriate advocacy opportunities.
Success Story Development:
- Work closely with customers to understand their success stories and create compelling case studies, testimonials, and other advocacy content.
- Collaborate with the marketing team to promote customer success stories across various channels, including website, social media, events, and sales materials.
Customer Engagement:
- Develop and execute engagement strategies to keep customers actively involved in advocacy activities.
- Organize and manage customer advisory boards, user groups, and other forums for customer interaction and feedback.
Measurement and Reporting:
- Establish KPIs and metrics to measure the effectiveness of the customer advocacy program.
- Regularly report on program performance, customer engagement levels, and the impact on business objectives.
Thought Leadership:
- Stay up-to-date with industry trends and best practices in customer advocacy and engagement
- Share insights and recommendations with internal teams to continuously improve the customer advocacy program.
- Other duties as assigned and required
Qualifications
Education & Experience
- Bachelor’s degree in Marketing, Business, Communications, or a related field; MBA is a plus.
- 7+ years of experience in customer advocacy, customer success, or a related field within the B2B software industry.
Skills and Competencies:
- Strong understanding of B2B software solutions and customer needs.
- Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal teams.
- Proven experience in developing and managing customer advocacy programs.
- Strong project management skills with the ability to manage multiple projects simultaneously.
- Ability to create compelling customer success stories and advocacy content.
- Data-driven mindset with the ability to analyze program performance and make data-informed decisions.
- Proficiency in CRM and customer advocacy tools (e.g., Salesforce, Influitive, ReferenceEdge).
This position offers a salary range of $121,800.00 to $131,800.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This salary range represents the high and low end of Imprivata’s salary range for this position. Actual salaries 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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