Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using cutting-edge technology. The Implementation Manager is a member of the Customer Success team and will lead the process for integration of Heartflow’s technology into customer accounts and is the technical lifeline for rapid resolution of issues in the field and the achievement of customer satisfaction and customer loyalty targets.
Requirements
- Lead Heartflow’s implementation process for integrating our technology into new customer accounts.
- Manage implementation projects for new products or features to the commercial team and customers.
- Provide end-user and commercial team training on Heartflow products and CT data requirements to customers in accordance with specific training plans.
- Provide clinically-relevant and technical information and solutions in response to inquiries regarding use of HF technologies.
- Document and track customer feedback, training, complaints, and resolutions in Heartflow’s Customer Relationship Management system and help improve knowledge base for customer issues.
- Proactively manage and maintain an accurate implementation project funnel, including tracking progress, identifying risks, and providing reliable projections for activation timelines to leadership and the commercial team.
- Understand issues, questions, and challenges of our customers and commercial team and help design and develop solutions, data insights, and tools to support commercial growth.
- Effectively lead customer teams, maintain focus on established project goals, ensure strict adherence to the project plan, and mitigate scope creep that may compromise implementation progress.
- Manage End-to-End Workflow Build by coordinating internal and customer teams to map, document, and validate current processes (orders, scheduling, reading, billing), ensuring high customer adoption of Heartflow products.
- Ensuring all Go-Live criteria are fully met and signed off on by both teams, providing critical support during and post activation
Benefits
- Base salary: $100,000 - $120,000
- Discretionary commission-based earnings
