Implementation Manager - Great Lakes

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.

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.
• 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

Field based position with up to 50% 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
• The following skills are preferred, but not required:
  • Experience with Salesforce or other CRM tool
  • Cardiology clinical, imaging or product experience

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.
• Project/program management experience required
• Extensive experience with EPIC and/or similar EMR systems required
• Clinical/medical background preferred
• Prior experience working in digital health, healthcare, or a regulated environment preferred

This position has an estimated base salary of $100,000 - $120,000 and discretionary commission-based earnings.