Regional Customer Success Director - Southeast

Heartflow

2d•$180,000 - $220,000•Remote

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 FFRCT 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 (FFRCT 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 500,000 patients worldwide. This position is open for the Southeast region, with targeted cities but not limited to Charleston, Atlanta, Jacksonville.

Requirements

Cross-functional leadership, demonstrating influence and tact
Problem-solving ability, especially under pressure
Verbal and written communication skills
Ability to achieve operational excellence, including executing processes and measuring KPIs
Self-motivation and initiative to define change and lead initiatives through completion
High customer-focused mentality
Knowledge of hospital workflows and information technology (IT) implementation
Ability to explain medical technologies to physicians and hospital leadership
Track record of success in roles of increasing responsibility
Background introducing new cardiovascular, medical imaging, or complex IT solutions into healthcare settings.
Required: 12+ years professional experience in a related field, 5+ years people leadership.
Required: Bachelor’s degree or 4 years of relevant professional experience.

Nice To Haves

Cardiology or medical imaging background is a plus
Preferred: Master’s degree. Medical, allied health, or technical education.
Preferred: 15+ years professional experience in a related field, 8+ years people leadership.

Responsibilities

For assigned commercial territories, align with cross-functional commercial leaders on goals and objectives, and enable your team, region, and national initiatives.
Oversee daily operations for a multi-disciplinary team (e.g. Implementation Managers, Clinical Specialists, Solutions Engineers, etc.).
Ensure all tasks are completed on time and adhere to standard operating procedures (SOPs) and Quality Management Systems (QMS).
Accurately report team execution status.
Focus on operational refinement and optimization for assigned commercial territories.
Proactively identify and mitigate risks, implement process improvements.
Provides key input on organizational-level KPIs, optimizing quality management system and compliance policies, resourcing and budget needs.
May lead national initiatives.
Deliver clear communication to the team to ensure the team understands all implementation requirements, deadlines, and immediate rationale for decisions.
Accurately report on team execution status, including implementation forecast, cycle times, imaging acceptance rates, etc.
Accountable for customer feedback collection, documentation, and handling of customer issues.
Influence direction and drive execution across cross-functional dependencies within assigned commercial territories.
Communicate complex technical/operational initiatives to regional stakeholders (e.g., sales, reimbursement, medical affairs, etc.) to drive alignment and gain buy-in.
Represents the function to the broader organization and external partners.
Communicate complex technical/operational initiatives to cross-functional business stakeholders (e.g., product, quality and regulatory, etc.) to gain buy-in and manage expectations.
Provide timely, behavior-specific feedback to direct reports.
Focus on skill development and performance management to meet KPIs.
Focus on developing a leadership talent pipeline and defining clear growth paths for direct reports.
Mentor people leaders (outside of reporting structure).
Address interpersonal team conflicts.
Mediates and resolves systemic conflicts between cross-functional teams.
Resolves critical roadblocks or resource needs for complex scenarios.
Directly handles basic and complex customer escalations.
Appropriately escalates to the next level leader.
Maintains composure under pressure and models professional behavior.
Actively manages stress and burnout for direct reports.
Adjusts leadership style based on the maturity and needs of individuals.
Consistently promotes psychological safety and inclusive behavior across the group.
Trusted advisor on sensitive organizational issues.
Sets the ethical and cultural tone for the entire function, ensuring values are embedded in decisions.