Senior Program Manager, Customer Experience | Southeast Region
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Career-defining. Life-changing.
At iRhythm youll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone everywhere can access the best possible cardiac health solutions. Every day we collaborate create and constantly reimagine whats possible. We think big and move fast driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health our company and your career
About This Role:
The Customer Experience teamis responsible forpartnering both internally and externally including sales and commercial team along with key stakeholders at largecomplexhealth systems to design and execute solutions that improve efficiency and outcomes.
What You Will Be Doing
Owns customer experience strategy and execution of customer success in all accounts assigned with proven impact on the business for up to 12 opportunities concurrently.
Responsible for continuous improvement of CX tools and approaches.
Accountable to meet CX impact metrics (KPIs) in assigned opportunities to accelerate growth and support overall health of the business.
Collaborate with other CX team members on higher complexity and/or innovative opportunities to share learnings and best practices.
Support customer clinical operational and financialgoals via designing customer journeys to drive adoption of the Zio Service.
Align with brand priorities to ensure the customer experience (CX) is streamlined personalized andoptimized.
Responsible for creating and leading end-to-end customer experiencestrategyand differentiated solutions informed by insights analytics and best practices.
DifferentiateiRhythmas a trusted partnerinambulatory cardiac monitoring through thecreation of operational efficiencies and standardization of care forpatients with cardiac arrhythmias.
Partner with key stakeholders(Director VP of Cardiovascular Service Line Population Health Chief of Cardiology EP etc.)within large health systems to align on goals and success metrics of cardiac programsidentifychallenges with current cardiacmonitoring program and recommend solutions thatenablehealth systems tooptimizetheir program
Leveragecareer experience andiRhythmtools tocreate standardized reproducibleexperiences for customer engagements
Collaborateclosely with CX peerswithiRhythmarea sales leadership and cross-functional team members such asDigital SolutionsKey Account ManagersRevenue Cycle Managers Clinical Operations and Customer Service toeffectively meet the needs of our customers and drive adoption of the Zio service.
Accountable to prioritizingwork that meets the needs ofiRhythmbusiness goals
Held accountable to performance metrics thatdemonstratephysician adoption across large health systems contributing to the health of IRTCs business
Strategically partner with geographic sales team to understand their business plan and how you can bestsupport themimpactingdeep broad penetration oftheir large health systems
What We Want to See
Bachelors degreeMastersdegree preferred:
Minimum of 8 years of related experience with aBachelorsdegree;or 6 yearsof experience in a similar roleand aMastersdegree.
Experience working in healthcare inprocessimprovementcardiovascularleadership clinical degreepreferred.In addition to experiencein device or clinical salesworking with large health systems in a consultative capacity preferred.
Key attributes:Ability toinfluenceacross teams with strong teamwork and collaboration; ability to quickly build trust with salesteam cross-functional partners and customers as a strategic partner. Willingness to be flexibleto the needs ofIRTCsbusinessgoals ability to quickly onboard and execute within rolewithin 3-6 months
Strong communicationand presentation skills
Ability to quickly analyze data to glean insights impactful to making recommendations to both sales partners and customers
Demonstrated ability to adapt quickly anddeliver onstrong performanceduring times of ambiguityand complexity
Ways To Stand Out
Strong understanding of the healthcare landscape and experienceincardiology preferred
Ability to multi-task and prioritize in a fast-paced environment
Proficiencywith tools commonly used in a business environment including customer relationship management (Salesforce) Microsoft Office(Visio)
Must be able to travel up to 50%
Location:
Remote - USActual compensation may vary depending on job-related factors including knowledge skills experience and work location.
Estimated Pay Range
$138000.00 - $180000.00As a part of our core values we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds experiences skills and perspectives. iRhythm Technologies Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures including those who may have any difficulty using our online system. If you need such an accommodation you may contact us at
About iRhythm Technologies
iRhythm is a leading digital healthcare company that creates trusted solutions that detect predict and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care iRhythms vision is to deliver better data better insights and better health for all.
Make iRhythm your path forward. Zio the heart monitor that changed the game.
There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page and all communications regarding the application interview and hiring process will come from a @ email address. Please check any communications to be sure they come directly from @ email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate please contact Written offers of employment will be extended in a formal offer letter from an @ email address ONLY.
For more information see and Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
