Director - Customer Support

This role will lead a team to deliver world-class support to Heartflow’s customers, including physicians and hospital staff using our revolutionary SaaS technology to manage their patients. This person will lead overall customer support processes, including resolution of customer issues and all investigations of customer complaints regarding HeartFlow’s product quality and accuracy.

This role will be central to coordinating cross-functional efforts needed to support Heartflow’s customers, including investigating issues, summarizing customer feedback and data, and representing customer needs and priorities to other departments in the company. This person has a primary responsibility to ensure an outstanding end-to-end customer experience with Heartflow.

Job Responsibilities:

• Lead a team of customer support specialists to ensure Heartflow’s customers have excellent experience with our SaaS non-invasive medical technology.
• Grow talent within the support team. Identify needed skills, upskill team members, coach and mentor individuals for success.
• Define strategies to scale customer support efficiently with commercial growth.
• Develop and maintain training, tools, and processes to improve customer satisfaction and first contact resolution or efficient escalation.
• Collaborate with other team members to ensure our technology, tools, and business systems are optimized for servicing our customer.
• Take a data-driven approach to monitoring and improving customer satisfaction. Identify signals that Heartflow’s commercial team can proactively take action upon to improve customer experience and adoption.
• Define, track, and deliver on KPIs and metrics.
• Provide input to customer-facing product update plans and ensure adequate preparation to support and train customers and field team members for new product features.
• Identify and report on trends across all customer feedback/complaints to provide voice-of-customer to Product and Engineering teams to help prioritize improvements and defect corrections.
• Lead and define cross-functional requirements to meet service levels, processes, escalation, and resources to support our customers’ needs.
• Ensure all support and activities comply with medical regulatory standards.

Skills Needed:

• Effective project and personnel management with ability to help employees develop technical and professional skills
• Positive personality and comfortable in front of customers and collaborating with other Heartflow teams
• Ability to organize and analyze data and trends, including tracking of quality records and summarizing data for quality reviews
• Responsible, accountable, and able to organize multiple projects, including cross-functional efforts
• Practical problem-solving approach with ability to lead by example
• Excellent verbal and written communication skills
• Familiar with CRM, ticketing systems, SaaS tools, and Excel or other data analysis tools
• Understanding of regulations for compliance (e.g. 21 CFR 820.198, 21 CFR 803, 21 CFR 806, ISO13485, HIPAA, GDPR, etc.)
• Preferred Skills:
  • Healthcare IT - Working knowledge of PACS, DICOM, HIPAA requirements and PHI protections
  • Knowledge of imaging and CT scanner technology
  • Understanding of coronary physiology

Educational Requirements & Work Experience: 

• BS or BA degree or equivalent in related experience. Medical or technical training preferred.
• 8+ years of management experience.

A reasonable estimate of the base salary compensation range is $180,000 to $220,000, bonus, and equity. #LI-IB1