Customer Onboarding Specialist

Description
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 Customer Onboarding Specialist to join our team. This is a hybrid opportunity based out of our Austin, TX; St. Petersburg, FL; or Waltham, MA office.
Job Summary
The Onboarding Specialist is responsible for engaging customers to maximize their Imprivata investment by accelerating speed to value the Imprivata solution through strategic rollout of the customers Vendor and Customer Privileged Access Management (V/CPAM) solutions. This role will offload the burden of managing complex V/CPAM solutions for our customers through demonstrated V/CPAM expertise, best practices, and a passionate commitment to our rigorous Cyber Security standards to protect access to customers' sensitive information. Successful individuals in this role will demonstrate genuine collaboration with customers and other Imprivata team members. Individuals in this role must have demonstrated ability to complete intermediate level activities related to customer application education and satisfaction, industry trends, and develop expertise in the Customer and Vendor Privileged Access Management. This role will provide services necessary to deliver and maintain a compliant and robust Privileged Access program for our customers.
Duties and Responsibilities

• Review customer onboarding goals and capabilities to ensure alignment with Imprivata's V/CPAM solutions.
• Build and maintain dynamic relationships with customers through proactive communication, monitoring, and hands-on onboarding support.
• Serve as the primary point of contact for V/CPAM Managed Services, delivering exceptional customer service to support renewals.
• Stay current on industry trends and develop deep expertise in Imprivata's V/CPAM offerings.
• Drive recurring customer meetings, provide status updates, health reports, and strategic recommendations
• Support documentation efforts by contributing to best practices, training materials, and maintaining a repository of customer-specific information.
• Assist with troubleshooting and support requests, working autonomously or alongside the Customer Support team.
• Other duties as assigned and required

Qualifications

• Bachelor's degree or equivalent experience in Business, Healthcare Administration, Information Systems, or related fields.
• 2+ years in customer service, technical support, or project coordination; experience with Imprivata VPAM/CPAM or Privileged Access Management is a plus.
• Excellent communication, organizational, problem-solving, and relationship-building skills; ability to work under pressure and meet deadlines.
• Technical foundation including basic knowledge of networking, Windows Server/AD, SQL, and data analytics; familiarity with Nexus, Office365, and Salesforce a plus.
• Comprehension of healthcare regulations (HIPAA, HITECH, GDPR) and experience working with healthcare customers is preferred.
• Detail-oriented, self-motivated, with a solid work ethic and positive customer service attitude

This position offers a total compensation range of $84,575.00 to $106,000.00 (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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