Senior Program Manager, Customer Experience | Southeast Region

The Customer Experience team is responsible for partnering both internally and externally, including sales and commercial team along with key stakeholders at large complex health 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 programs,identifychallenges with current cardiacmonitoring program, and recommend solutions thatenablehealth systems tooptimizetheir program

• Leveragecareer experience andiRhythmtools tocreate standardized, reproducibleexperiences for customer engagements

• Collaborateclosely with CX peers,withiRhythmarea sales leadership and cross-functional team members such asDigital Solutions,Key Account Managers,Revenue 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

• Bachelor's degreerequired,Master'sdegree preferred:

• Minimum of 8 years of related experience with aBachelor's degree;or 6 yearsof experience in a similar roleand aMaster'sdegree.

• Experience working in healthcare inprocessimprovement,cardiovascularleadership, 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%