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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 Vice President of Managed Servicesto join our team for this hybrid opportunity out of our Waltham, MA office.
Job Summary
The Vice President of Managed Services will be responsible for the growth and excellence of the MS organization, including supervising the delivery of Managed Services, ensuring customer satisfaction as well as efficiency. Your core focus will be to develop the strategy and execution plan to optimize Managed Services offerings across the Imprivata product portfolio in a way that drives both Product and Services growth and success. You will do this in collaboration with Product and Go to Market leadership. This includes optimizing the Managed Services portfolio and delivery model, while driving continuous improvement and innovation, assuring we drive customer value and growth with Imprivata.
As a leader, you will bring an innovative vision informed by best-in-class service delivery organizations. You will possess a bias for action, results, and delivery, with a high standard for customer excellence. Managed Services is a significant component of our strategy and impactful on our growing organization to ensure we deliver value for all customers, regardless of their internal capacity or capability. Overall success in this role will be measured by excellent customer satisfaction and retention, as well as achieving Services revenue and margin goals.
- Lead Managed Services delivery and growth globally products
- Participate in strategic planning process to ensure alignment with Product, Sales and Customer Experience
- Work with customers and cross functional leaders to ensure Managed Services are aligned to customer and business needs
- Monitor service delivery quality, satisfaction and operational metrics, and initiate activities to proactively drive improvements to achieve best in class value
- Develop strategic relationships with enterprise customers and position Imprivata's services and capabilities to increase their value and outcomes
- Ensure Sales, Marketing, Customer Success have necessary support and training to effectively communicate to prospects and customers
- Challenge, enable and inspire a global technical team and empower them to achieve professional growth
- Cultivate partnerships across teams to improve service delivery, drive growth, evolve Managed Services offerings, and inform product roadmaps
Qualifications
- Experience leading a global team of 75+ staff
- Experience with agile service delivery methods; developing, operationalizing and leveraging automation and playbooks to drive repeatability, quality and scale
- Consistent track record in relationship-building, and successfully supporting business-generation efforts
- Experience working with SaaS products in a Managed Services capacity
- Passionate about delivering exceptional customer experiences and driving change and innovation
- Excellent interpersonal, communication and presentation skills, both written and verbal
- Detail oriented but with the ability to think and act strategically
- Ability to travel for work (40% max travel)
Imprivata provides equal employment opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups.