Director, Customer Support

Heartflow•Austin, TX

About The Position

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFR CT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFR CT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare. Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 750,000 patients worldwide. This role will lead a team to deliver world-class support to Heartflow’s customers, including physicians and hospital staff using our revolutionary SaaS technology to manage their patients. This person will lead overall customer support processes, including resolution of customer issues and all investigations of customer complaints regarding HeartFlow’s product quality and accuracy. This role will be central to coordinating cross-functional efforts needed to support Heartflow’s customers, including investigating issues, summarizing customer feedback and data, and representing customer needs and priorities to other departments in the company. This person has a primary responsibility to ensure an outstanding end-to-end customer experience with Heartflow.

Requirements

Effective project and personnel management with ability to help employees develop technical and professional skills
Positive personality and comfortable in front of customers and collaborating with other Heartflow teams
Ability to organize and analyze data and trends, including tracking of quality records and summarizing data for quality reviews
Responsible, accountable, and able to organize multiple projects, including cross-functional efforts
Practical problem-solving approach with ability to lead by example
Excellent verbal and written communication skills
Familiar with CRM, ticketing systems, SaaS tools, and Excel or other data analysis tools
Understanding of regulations for compliance (e.g. 21 CFR 820.198, 21 CFR 803, 21 CFR 806, ISO13485, HIPAA, GDPR, etc.)
BS or BA degree or equivalent in related experience.
8+ years of management experience.

Nice To Haves

Medical or technical training preferred.
Healthcare IT - Working knowledge of PACS, DICOM, HIPAA requirements and PHI protections
Knowledge of imaging and CT scanner technology
Understanding of coronary physiology

Responsibilities

Lead a team of customer support specialists to ensure Heartflow’s customers have excellent experience with our SaaS non-invasive medical technology.
Grow talent within the support team. Identify needed skills, upskill team members, coach and mentor individuals for success.
Define strategies to scale customer support efficiently with commercial growth.
Develop and maintain training, tools, and processes to improve customer satisfaction and first contact resolution or efficient escalation.
Collaborate with other team members to ensure our technology, tools, and business systems are optimized for servicing our customer.
Take a data-driven approach to monitoring and improving customer satisfaction.
Identify signals that Heartflow’s commercial team can proactively take action upon to improve customer experience and adoption.
Define, track, and deliver on KPIs and metrics.
Provide input to customer-facing product update plans and ensure adequate preparation to support and train customers and field team members for new product features.
Identify and report on trends across all customer feedback/complaints to provide voice-of-customer to Product and Engineering teams to help prioritize improvements and defect corrections.
Lead and define cross-functional requirements to meet service levels, processes, escalation, and resources to support our customers’ needs.
Ensure all support and activities comply with medical regulatory standards.