Implementation Manager (Southeast)

 

The Implementation Manager is a full-time role that drives clinical adoption and commercial growth initiatives with HeartFlow's AI-enabled SAAS solution. HeartFlow is a VC-backed, pre-IPO, digital health company that has received international recognition for exceptional strides in healthcare innovation. We combine clinical expertise with cutting-edge technology to revolutionize the diagnosis and treatment of coronary artery disease.

 

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. #LI-IB1

Job Responsibilities:

• 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
• Work with all internal stakeholders to improve the quality of customer support by studying, evaluating, and re-designing appropriate processes. 
• 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.
• Respond to urgent, escalated technical issues from our customers or commercial team.
• Field based position with up to 70% travel.

Skills Needed:

• Positive, energetic personality, comfortable in front of groups/customers.
• Customer-focused and highly adaptable mentality.
• Excellent problem solving ability, especially under pressure.
• Knowledge of hospital operations and hospital implementation of new technologies.
• Excellent verbal and written communication skills.  Ability to cater communication to a wide range of technical, clinical, and cultural backgrounds. Professional etiquette.
• Responsible and accountable, with ability to manage multiple projects involving customers and colleagues from a wide range of technical and clinical backgrounds. Ability to delegate and manage goals and activities of other employees.
• Knowledge in at least one of the following:
  • Digital health technologies
  • Healthcare IT, such as PACS, EMR, CVIS, HIPAA requirements and PHI protections
  • Healthcare management
  • Relevant health industry experience for integrating new technologies

Educational Requirements & Work Experience:

• BS, MS, or other relevant education in engineering or sciences
• 3+ years of experience in a technical or clinical field with advanced degree, or 5+ years of equivalent work experience.
• Prior experience working in digital health, healthcare, or a regulated environment preferred

This position has an estimated base salary of $100,000 - $120,000, discretionary commission-based earnings, and stock options. HeartFlow is a mature start-up, pre-ipo market place leader,  changing the paradigm in Coronary Artery Disease Diagnostics.