Director of Customer Support, HeartFlow

• 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.)
• S. or BA degree or equivalent in related experience. Medical or technical training preferred
• 10+ years of experience in medical or healthcare industry
• 8+ years of management experience

Desirable

• 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
• 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