Implementation Manager - West

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.
• Ensure all Go-Live criteria are fully met and signed off on by both teams, providing critical support during and post activation.

Skills Needed

• A positive, energetic personality, comfortable in front of groups/customers.
• A 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.
• A responsible and accountable attitude, with ability to manage multiple projects involving customers and colleagues from a wide range of technical and clinical backgrounds.
• The 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

• A 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.
• A clinical/medical background preferred.
• Prior experience working in digital health, healthcare, or a regulated environment preferred.

Pay

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