Portfolio Manager, Managed Services

Description

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Portfolio Manager, Managed Services to join our team. This is a hybrid opportunity based out of our Waltham, MA;
St. Petersburg, FL or Austin, TX office.

The Portfolio Manager, Managed Services – Access Compliance is responsible for overseeing customer portfolios comprised of multiple managed service offerings while driving the strategic direction of Access Intelligence Platform (AIP) and the successful onboarding of new customers. This role ensures delivery of high-quality outcomes with consistency across customer programs while advancing program standards, capabilities, and value realization. The Portfolio Manager leads executive engagement, including Executive Business Reviews (EBRs) processes, and partners cross-functionally to align services with product innovation and customer needs.

Success is measured through customer satisfaction, retention, program performance, and expansion of managed services value.

• Manage a portfolio of customers that are comprised of multiple managed service offerings, ensuring alignment to customer goals, contractual commitments, and long‑term success.
• Oversee Executive Business Reviews (EBRs) process, communicating program outcomes, value realization, and strategic recommendations to customer stakeholders.
• Oversee performance and health of AIP customer programs, identifying risks, trends, and opportunities across the portfolio.
• Drive strategic direction and evolution of Access Intelligence Platform programs, including Drug Diversion, Managed Privacy, and Analytics.
• Lead and standardize the Foundation Building process for new Access Compliance Managed Services customers, ensuring consistent execution across offerings.
• Coordinate customer kickoff, discovery, workflow definition, configuration readiness, training, documentation, and transition activities in accordance with the Foundation Building runbook.
• Oversee Foundation Building trackers, dashboards, milestones, risks, dependencies, and Salesforce updates to provide clear visibility into customer readiness and delivery status.
• Ensure each customer is transitioned to ongoing Managed Services with the required resources, customized data‑integrity tools, operating cadences, ownership, and escalation paths in place.
• Partner with Implementation, Customer Success, Support, Sales, Product, and Managed Services leaders to continuously improve Foundation Building playbooks and governance.
• Establish and maintain program standards, best practices, and governance models across Access Intelligence Platform offerings including standard foundation building across products.
• Partner with Program Managers to ensure consistent execution, performance tracking, and…