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Area Manager, Customer Success - Southeast

Orlando, Florida; Miami, Florida; Charlotte, North Carolina; Charleston, South Carolina, Richmond, Virginia;

HeartFlow, Inc. is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the HeartFlow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. HeartFlow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

HeartFlow is a VC-backed company that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 350,000 patients worldwide.  

The Area Manager Customer Success is a full-time role reporting to the Area Director Customer Success, focused on leading customer-facing efforts to ensure HeartFlow customers are extremely successful and satisfied in adopting HeartFlow’s non-invasive diagnostic pathway and technology. The Area Manager Customer Success is responsible for executing programs to ensure the Customer Success team can meet customer and business objectives.

The role is typically accountable for service delivery in an assigned commercial region, requires leadership of teams with clinical and technical subject matter expertise, and involves the execution of operational procedures essential to HeartFlow’s customer experience and growth. #LI-IB1

Job Responsibilities:

For assigned commercial region:

  • Execute Customer Success strategy and plans aligned with business objectives and commercial goals to enable growth, customer satisfaction, and customer loyalty.
  • Collaborate with regional sales leaders to ensure proper alignment, training, and execution of implementation, account support, and sales plans.
  • Oversee delivery and improvement of Implementation and Solutions Engineering processes for new and existing customers. Ensure new customers are successful in adopting HeartFlow’s noninvasive diagnostic pathway and technologies.
  • Oversee execution of CT Applications strategies, training, and plans to ensure high quality CT imaging, appropriate FFRct utilization, and CT program growth at customer sites.
  • Ensure customers are successful with billing best-practices and HeartFlow FFRct reimbursement in collaboration with market access team.
  • Measure, monitor, and communicate customer success KPIs and status across Implementation, CT Applications, and Solutions Engineering.
  • Ensure best-in-class customer experience and communication with HeartFlow customers through customer-facing personnel.
  • Responsible for compliance of all Customer Success procedures, customer feedback collection, and documentation and handling of customer issues.

Skills Needed:

  • Excellent cross-functional leadership, demonstrating influence and tact.
  • Ability to lead growing teams.
  • Proven ability to achieve operational excellence, including executing processes and measuring KPIs.
  • Customer-focused mentality and motivation.
  • Knowledge of hospital workflows, ordering, and IT implementation. Cardiology or medical imaging background a plus.
  • Clinically knowledgeable and ability to explain medical technologies to physicians and hospital leadership.
  • Self-motivated with initiative to define change and lead projects to completion.
  • Excellent problem-solving ability, especially under pressure.
  • Excellent verbal and written communication skills. Professional etiquette.

Educational Requirements & Work Experience: 

  • B.S. or BA degree or equivalent in related experience. Medical or technical education is a plus.
  • 5+ years experience in medical or healthcare industry.
  • Demonstrated track record of success in roles with increasing responsibility.
  • Experience with introducing new cardiovascular, medical imaging, or complex IT solutions into healthcare settings.

A reasonable estimate of the base salary compensation range is $100,00 to $150,000 per year. This position is eligible for discretionary commission-based earnings and stock options.

HeartFlow, Inc. is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This policy applies to every aspect of employment at HeartFlow, including recruitment, hiring, training, relocation, promotion, and termination.
 
Positions posted for HeartFlow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.

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