Service Implementation Manager, Customer Experience Manager

Summary

Join iRhythm, a leading digital healthcare company, as a strategic partner to the sales team. You will implement solutions transforming pathways for customers within local health systems, enhancing patient, physician, and staff experiences. Collaborate with Sales, Operations, Marketing, and Clinical teams to influence clinical leadership and establish protocols for improved program delivery. Act as a clinical champion for the Zio Service, building trust and expediting adoption. Partner with cross-functional teams across the UK, Europe, and the USA. This role requires a clinical background, experience in healthcare pathway transformation, and strong relationship-building skills. The position offers the opportunity to make a significant impact on patient care and contribute to a growing business.

Requirements

• Knowledge of the healthcare systems within The Netherlands
• Experience in healthcare pathway transformation
• Knowledge of Cardiac Arrhythmia Service delivery
• Project Management experience in a complex environment involving multiple stakeholders
• Experience in training program delivery
• Demonstrable ability to educate and build relationships in person and remotely
• Proven ability to work with initiative and under your own direction
• Confident in the use of new and existing technology applications
• Fluent in Dutch & English
• An ability to travel dependent upon location and demands of the business

Responsibilities

• Develop relationships with key stakeholders and decision makers within key accounts in new markets to implement clinical excellence programmes, identify challenges with their current cardiac monitoring service and using your existing knowledge, help to influence clinical leadership to implement pathway transformation programmes in ambulatory cardiac monitoring
• Partner with key accounts to scope their current pathways and workflows to identify how iRhythm can help to achieve better outcomes associated with cardiac arrhythmias via pathway change and operational efficiencies
• Work with iRhythm cross functional team members such as Clinical Ops and Customer Service to implement the Zio Service in new accounts balancing client needs and desires with iRhythm internal process and capabilities
• Build the necessary infrastructure and tools to establish and lead iRhythm clinical education programmes across regions and new markets
• Share best practices and success stories from new accounts across key functions at iRhythm to help sales representatives better understand and deliver on what matters most to customers
• Represent the voice of the customer by clearly understanding customer needs, providing use-case examples and marketing requirements documents to engineering, R&D and senior leadership
• Identify opportunities for unique partnerships/collaborations with healthcare practitioners looking to develop care pathways, white papers, case studies that highlight best practices in ambulatory cardiac monitoring

Preferred Qualifications

• Bachelor's degree in a related field (e.g., life sciences, healthcare, business) is preferred
• Proficiency in French is a plus