Senior Program Manager, Customer Experience | Southeast Region
About The Position
Career-defining. Life-changing. At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career About This Role: The Customer Experience team is responsible for partnering both internally and externally, including sales and commercial team along with key stakeholders at large complex health systems, to design and execute solutions that improve efficiency and outcomes.
Requirements
- Bachelor’s degree required, Master’s degree preferred:
- Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years of experience in a similar role and a Master’s degree.
- Experience working in healthcare in process improvement, cardiovascular leadership, clinical degree preferred.
- In addition to experience in device or clinical sales working with large health systems in a consultative capacity preferred.
- Key attributes: Ability to influence across teams with strong teamwork and collaboration; ability to quickly build trust with sales team, cross-functional partners, and customers as a strategic partner.
- Willingness to be flexible to the needs of IRTCs business goals, ability to quickly onboard and execute within role within 3-6 months
- Strong communication and presentation skills
- Ability to quickly analyze data to glean insights impactful to making recommendations to both sales partners and customers
- Demonstrated ability to adapt quickly and deliver on strong performance during times of ambiguity and complexity
- Must be able to travel up to 50%
Nice To Haves
- Strong understanding of the healthcare landscape and experience in cardiology preferred
- Ability to multi-task and prioritize in a fast-paced environment
- Proficiency with tools commonly used in a business environment including customer relationship management (Salesforce), Microsoft Office (Visio)
Responsibilities
- Owns customer experience strategy and execution of customer success in all accounts assigned with proven impact on the business for up to 12 opportunities concurrently.
- Responsible for continuous improvement of CX tools and approaches.
- Accountable to meet CX impact metrics (KPIs) in assigned opportunities to accelerate growth and support overall health of the business.
- Collaborate with other CX team members on higher complexity and/or innovative opportunities to share learnings and best practices.
- Support customer clinical, operational, and financial goals via designing customer journeys to drive adoption of the Zio Service.
- Align with brand priorities to ensure the customer experience (CX) is streamlined, personalized, and optimized.
- Responsible for creating and leading end-to-end customer experience strategy and differentiated solutions informed by insights, analytics, and best practices.
- Differentiate iRhythm as a trusted partner in ambulatory cardiac monitoring through the creation of operational efficiencies and standardization of care for patients with cardiac arrhythmias.
- Partner with key stakeholders (Director + VP of Cardiovascular Service Line, Population Health, Chief of Cardiology + EP, etc.) within large health systems to align on goals and success metrics of cardiac programs, identify challenges with current cardiac monitoring program, and recommend solutions that enable health systems to optimize their program
- Leverage career experience and iRhythm tools to create standardized, reproducible experiences for customer engagements
- Collaborate closely with CX peers, with iRhythm area sales leadership and cross-functional team members such as Digital Solutions, Key Account Managers, Revenue Cycle Managers, Clinical Operations and Customer Service to effectively meet the needs of our customers and drive adoption of the Zio service.
- Accountable to prioritizing work that meets the needs of iRhythm business goals
- Held accountable to performance metrics that demonstrate physician adoption across large health systems, contributing to the health of IRTCs business
- Strategically partner with geographic sales team to understand their business plan, and how you can best support them impacting deep + broad penetration of their large health systems
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
