Director, Customer Support

Job Responsibilities:

• 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.

Skills Needed:

• 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)
• Preferred Skills:
  • Healthcare IT - Working knowledge of PACS, DICOM, HIPAA requirements and PHI protections
  • Knowledge of imaging and CT scanner technology
  • Understanding of coronary physiology

Educational Requirements & Work Experience:

• BS or BA degree or equivalent in related experience. Medical or technical training preferred.
• 8+ years of management experience.