Service Implementation Manager, Customer Experience Manager

Summary

Join iRhythm as a Customer Experience Manager and play a crucial role in guiding healthcare providers through the post-sale phase of the Zio service. You will be responsible for onboarding, implementation, and ongoing support, working with key accounts in Switzerland and Austria. This remote position requires strong relationships with stakeholders, leading implementation, collaborating with cross-functional teams, and developing training programs. You will represent the customer's voice and identify partnership opportunities. The ideal candidate has a clinical or healthcare background and experience in the Swiss healthcare sector.

Requirements

• Experience working within the Swiss healthcare sector, with a specific focus on outpatient workflows, diagnostic pathways, and hospital administrative procedures
• Demonstrable ability to engage with all levels of healthcare providers
• Understanding of the healthcare systems in Switzerland
• Experience of healthcare pathway transformation
• Proven experience in Project Management within complex environments & involving multiple stakeholders
• Ability to quickly gain a thorough understanding of our products and services
• Demonstrable ability to educate and build relationships in-person and virtually
• Demonstrated capability to operate independently and take initiative
• Confident in utilising both new and established technology applications
• Native/fluent English and German and/or French
• Willingness & ability to travel dependent upon location and demands of the business

Responsibilities

• Develop strong relationships with key stakeholders and decision makers within key accounts in emerging markets to implement clinical excellence programmes, identify challenges with their current cardiac monitoring service and using your existing knowledge to influence clinical leadership to implement pathway transformation programmes in long-term continuous monitoring
• Lead meetings with key accounts to scope their current pathways and workflows to identify how iRhythm can enhance outcomes related to cardiac arrhythmias through modifications in pathways and improvements in operational efficiency
• Collaborate with iRhythm’s cross-functional teams in the US & Internationally, including Clinical Operations and Customer Service, to implement the Zio Service in new accounts, ensuring alignment between client requirements and iRhythm's internal processes and capabilities
• Develop the essential infrastructure and resources to initiate and lead iRhythm clinical education training programmes across the Switzerland & Austria
• Share best practices and success stories from new accounts across key functions at iRhythm to enable sales representatives to gain deeper insight and effectively address the priorities that are most significant to our customers
• Represent the voice of the customer by clearly understanding customer needs and delivering relevant use-case scenarios along with marketing requirements documentation to engineering, research and development, and senior leadership teams
• Act as a clinical champion for the Zio Service to establish trust and promote adoption among targeted customers
• Identify opportunities for unique partnerships/collaborations with healthcare practitioners interested in developing care pathways, white papers, case studies that highlight best practices in long-term continuous monitoring

Preferred Qualifications

• Bachelor's degree in a related field (e.g., life sciences, healthcare, business)
• Experience in delivering training programmes
• Understanding of Cardiac Arrhythmia Service delivery

Benefits

• Health insurance
• Pension Fund with employer contribution
• Federal supplemental accident offering occupational and non-occupational accidents
• Supplementary accident insurance
• Enhanced Daily Sickness disability benefit offering
• Monthly Health Stipend