Heartflow - Regional Customer Success Director - Great Lakes
Requirements
• Excellence is expected across the following areas: • cross-functional leadership, demonstrating influence and tact • problem-solving ability, especially under pressure • verbal and written communication skills • Must demonstrate: • Ability to achieve operational excellence, including executing processes and measuring KPIs • Self-motivation and initiative to define change and lead initiatives through completion • High customer-focused mentality • Knowledge of hospital workflows and information technology (IT) implementation • Ability to explain medical technologies to physicians and hospital leadership • Cardiology or medical imaging background is a plus • Educational Requirements & Work Experience: • Track record of success in roles of increasing responsibility • Background introducing new cardiovascular, medical imaging, or complex IT solutions into healthcare settings. • Required: 12+ years professional experience in a related field, 5+ years people leadership. • Preferred: 15+ years professional experience in a related field, 8+ years people leadership. • Required: Bachelor’s degree or 4 years of relevant professional experience. • Preferred: Master’s degree. Medical, allied health, or technical education. • Travel of up to 30%.
Responsibilities
• For assigned commercial territories, align with cross-functional commercial leaders on goals and objectives, and enable your team, region, and national initiatives: • Direction & Accountability: Thought Partnership - Focus on execution within established plans. Oversee daily operations for a multi-disciplinary team (e.g. Implementation Managers, Clinical Specialists, Solutions Engineers, etc.). • Direction & Accountability: • Ensure all tasks are completed on time and adhere to standard operating procedures (SOPs) and Quality Management Systems (QMS). Accurately report team execution status. • Focus on operational refinement and optimization for assigned commercial territories. Proactively identify and mitigate risks, implement process improvements. • Trusted advisor on Customer Success vision and strategy. Provides key input on organizational-level KPIs, optimizing quality management system and compliance policies, resourcing and budget needs. May lead national initiatives. • Influence & Communication: Regional Alignment - Deliver clear communication to the team to ensure the team understands all implementation requirements, deadlines, and immediate rationale for decisions. • Influence & Communication: • Accurately report on team execution status, including implementation forecast, cycle times, imaging acceptance rates, etc. Accountable for customer feedback collection, documentation, and handling of customer issues. • Influence direction and drive execution across cross-functional dependencies within assigned commercial territories. Communicate complex technical/operational initiatives to regional stakeholders (e.g., sales, reimbursement, medical affairs, etc.) to drive alignment and gain buy-in. • Represents the function to the broader organization and external partners. Communicate complex technical/operational initiatives to cross-functional business stakeholders (e.g., product, quality and regulatory, etc.) to gain buy-in and manage expectations. • Talent Development: Mentorship - Provide timely, behavior-specific feedback to direct reports. Focus on skill development and performance management to meet KPIs. • Talent Development: • Focus on developing a leadership talent pipeline and defining clear growth paths for direct reports. Mentor people leaders (outside of reporting structure). • Conflict & Escalation Management: Conflict Resolution - Address interpersonal team conflicts. • Conflict & Escalation Management: • Mediates and resolves systemic conflicts between cross-functional teams. Resolves critical roadblocks or resource needs for complex scenarios • Directly handles basic and complex customer escalations. • Appropriately escalates to the next level leader. • Emotional Intelligence & Integrity: Ethical Stewardship - Maintains composure under pressure and models professional behavior. Actively manages stress and burnout for direct reports. • Emotional Intelligence & Integrity: • Adjusts leadership style based on the maturity and needs of individuals. Consistently promotes psychological safety and inclusive behavior across the group. • Trusted advisor on sensitive organizational issues. Sets the ethical and cultural tone for the entire function, ensuring values are embedded in decisions.
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