Senior Program Manager, Professional Services, PMO

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, Professional Services, PMO to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

The Senior Program Manager, Professional Services, PMO is responsible for proactive customer engagement, including defining, planning, and managing phases and ongoing initiatives that advance customer priorities, as it relates to new and existing Imprivata solutions and multi-product Imprivata enterprises. Senior Program Managers are responsible for consulting with the customer to successfully orchestrate changes, expansions, implementations, upgrades, and other initiatives needed to align with Imprivata best practices and/or reference architecture. The Senior Program Manager is responsible for owning and performing project work related to scoping, effort estimation, timeline planning, and assignment and tracking of tasks and deliverables needed to accomplish the defined goals and ensure measurably positive and consistent outcomes for Imprivata customers. In addition, this position will be called upon to provide overall technical leadership and deep subject matter expertise, assist with the training of new team members, create and pilot new services offerings, and lead large complex strategic internal Professional Services initiatives, often in a leadership capacity with other cross-functional team members, management and executive stakeholders. The role is expected to be 50% billable.

Duties and Responsibilities

• Lead program planning, timeline development, work breakdown structure and task definition.
• Estimate effort, coordinate task planning, assignment, and completion in conjunction with cross-functional team members.
• Manage documentation and case handling as relate to defined initiatives and programs.
• Assist discovery and analysis assessments as needed to plan and manage the phases and/or initiatives across the customers projects.
• Proactively monitor progress, identify risks, and provide guidance to resolve issues.
• Track all key customer data and status updates within Imprivata' s CRM.
• Document success stories and use cases that can be used for continuous improvements, case studies, leadership communications or marketing objectives.
• Champion the development and adoption of program management best practices that will continue to evolve our Services delivery platforms and processes, drive efficiencies, and result in consistently successful outcomes.
• Function as the program management and business process expert for our teams.
• Facilitate the coordination of internal resources to resolve complex problems for assigned customers; share oversight and guidance for all assigned customer accounts; focusing on feature parity during times of integration.
• Produce continuous improvements to the Professional Services team, toolset and process model.
• Advise and influence assigned customers to follow Imprivata best practices.
• Create and maintain customer planning and program management documentation which includes but is not limited to timelines, roles and responsibilities, tasks, completion status, Imprivata cases, issues and decisions, Imprivata solutions and relevant environmental details needed to ensure the needs and objectives of the customer are accounted for and delivered in an efficient manner.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree in Business, Computer Science Engineering or related discipline.
• 10+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
• 5+ years project, program, or portfolio management required. PMI/Agile/other certifications a plus. Technical management a plus.
• 5+ years of experience implementing or administering multiple Imprivata products. Imprivata Certification a plus.
• 5+ years of experience serving healthcare customers.
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills.
• Ability to accurately estimate, plan, and provide up-to-date reports during engagements.
• Ability to work under pressure and meet deadlines.
• Self-motivated and positive customer service attitude.
• High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.
• Ability to manage, negotiate and influence at both the operational and executive levels.
• Experience with supporting CRM systems, especially Salesforce, a plus.

This position offers a total compensation range of $165,000.00 to $185,000.00 (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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