Regional Customer Success Director

Job Responsibilities

• Align with cross-functional commercial leaders on goals and objectives, and enable your team, region, and national initiatives.
• Direction & Accountability: Thought Partnership - Focus on execution within established plans. 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.
• Trusted advisor on Customer Success vision and strategy. Provides key input on organizational-level KPIs, optimize quality management system and compliance policies, resourcing and budget needs. May lead national initiatives.
• Influence & Communication: Regional Alignment - 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.
• Represent 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.
• Talent Development: Mentorship - 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).
• Conflict & Escalation Management: Conflict Resolution - Address interpersonal team conflicts. Mediate and resolve systemic conflicts between cross-functional teams. Resolve critical roadblocks or resource needs for complex scenarios. Directly handle basic and complex customer escalations. Appropriately escalate to the next level leader.
• Emotional Intelligence & Integrity: Ethical Stewardship - Maintain composure under pressure and model professional behavior. Actively manage stress and burnout for direct reports. Adjust leadership style based on the maturity and needs of individuals. Consistently promote psychological safety and inclusive behavior across the group. Trusted advisor on sensitive organizational issues. Set the ethical and cultural tone for the entire function, ensuring values are embedded in decisions.

Qualifications

• Excellence is expected across the following areas:
• Cross-functional leadership, demonstrating influence and tact
• Problem-solving ability, especially under pressure
• Versatile communication skills
• Must demonstrate:
• Ability to achieve operational excellence, including executing processes and measuring KPIs
• Self-motivation and initiative to define change and lead initiatives through completion
• A high customer-focused mentality
• Knowledge of hospital workflows and information technology (IT) implementation
• Ability to explain medical technologies to physicians and hospital leadership
• Cardiology or medical imaging background is a plus

Education

• Required: Bachelor’s degree or 4 years of relevant professional experience.
• PREFERRED: Master’s degree. Medical, allied health, or technical education.