Program Manager, Customer Experience

Summary

Join iRhythm's Customer Experience team as a key partner to the sales team and stakeholders in large health systems. You will design and execute solutions improving efficiency and outcomes, supporting customer goals and driving Zio Service adoption. Responsibilities include conducting current state analyses of customer workflows, making tailored recommendations, identifying opportunities to present data-driven value, and visiting customer sites to observe workflows. You will collaborate with cross-functional teams and leverage iRhythm tools to create standardized customer experiences. Success will be measured by physician adoption and contribution to iRhythm's business health. This role requires strong communication, analytical, and problem-solving skills, along with experience in healthcare and cardiology.

Requirements

• Bachelor’s degree required, Master’s degree preferred
• A minimum of 6 years of related experience with a Bachelor’s degree; or 4 years of experience in a similar role and a Master’s degree
• Strong communication and 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 and deliver on strong performance during times of ambiguity and complexity
• Ability to multi-task and prioritize in a fast-paced environment
• Proficiency with tools commonly used in a business environment including customer relationship management (Salesforce), Microsoft Office (Visio)
• Must be able to travel up to 50%

Responsibilities

• Differentiate iRhythm as a trusted partner in ambulatory cardiac monitoring through the creation of operational efficiencies and standardization of care for patients with cardiac arrhythmias. This is achieved by understanding how to assess end to end workflows within a health system to take current state and make recommendations for improvement for the future via the Zio platform
• Identifying opportunities within health systems to position, create, and present data-driven value using clinical, financial, and operational calculators and models that lead to securing, growing, or maintaining IRTC business
• 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, identify challenges with current cardiac monitoring program, and recommend solutions that enable health systems to optimize their program
• Visit customer sites in order to observe current state workflow, gather inputs for budget impact modeling, align with stakeholder on future vision of program. This requires the ability to quickly evaluate a situation, synthesize findings, and make succinct recommendations to drive behavior change that will be implemented in the short term
• Leverage career experience and iRhythm tools to create standardized, reproducible experiences for customer engagements
• Collaborate with iRhythm area sales leadership and cross-functional team members such as EHR Integration Managers, Key Account Managers, Revenue Cycle Billing Managers, Clinical Operations and Customer Service to effectively meet the needs of our customers and drive adoption of the Zio service (ex.: support EHR integrations by informing the build to represent optimized clinical workflows)
• Accountable to prioritizing work that meets the needs of iRhythm business goals
• Held accountable to performance metrics that demonstrate physician 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 best support them impacting deep + broad penetration of their large health systems

Preferred Qualifications

• Experience in device, clinical setting with RN or clinical sales working with large health systems in a consultative capacity preferred, or experience working in healthcare in process improvement, cardiovascular leadership, or clinical degree preferred
• Key attributes: Ability to influence across teams with strong teamwork and collaboration; ability to quickly build trust with sales team, cross-functional partners, and customers as a strategic partner. Willingness to be flexible to the needs of IRTCs business goals, ability to quickly onboard and execute within role within 3-6 months
• Strong understanding of the healthcare landscape and experience in cardiology preferred

Benefits

• Competitive compensation package
• Excellent benefits including medical, dental, and vision insurances (all of which start on your first day)
• Health savings account employer contributions (when enrolled in high deductible medical plan)
• Cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts)
• Travel reimbursement for medical care
• Noncontributory basic life insurance & short/ long term disability
• Emotional health support for you and your loved ones
• Legal / financial / identity theft/ pet and child referral assistance
• Paid parental leave
• Paid holidays
• Travel assistance for personal trips and PTO!
• 401(k) (with company match)
• An Employee Stock Purchase Plan
• Pet insurance discount
• Unlimited amount of Linked In Learning classes