Customer Experience, Program Manager | Northeast Region

El Camino Health; Washington (District of Columbia); On-site; USD 115,000 - 149,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking a Customer Experience leader who can design and execute end-to-end strategies to improve adoption of the Zio Service within large health systems.

You will collaborate with sales, EHR, and operations teams to align on goals, create standardized experiences, and drive measurable adoption across networks. You will travel up to 50% to engage customers and partners, bringing strong communication, data analysis, and cross-functional influence to advance our

Qualifications

• Bachelor’s degree required; Master’s preferred.
• Experience in device or clinical sales with large health systems is a plus.
• Strong communication, presentation, and data analysis skills are essential.

Responsibilities

• Design and execute end-to-end customer experience strategies.
• Drive adoption of the Zio Service within large health systems.
• Partner with sales, cross-functional teams, and stakeholders to meet goals.
• Travel up to 50% to engage with customers and teams.

Skills

Communication skills

Presentation skills

Data analysis

Multi-tasking

Travel up to 50%

Sales collaboration

Cross-functional influence

Education

Bachelor's degree

Master's degree

Tools

Salesforce

Microsoft Office

Visio

Job description

Career-defining. Life-changing.At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your careerAbout This Role:The Customer Experience team is responsible for partnering both internally and externally, including the sales and commercial teams, as well as key stakeholders at large health systems, to design and execute solutions that improve efficiency and outcomes.What You Will DoAbility to perform the role effectively for an average of 6 opportunities concurrently.Support customer clinical, operational, and financial goals via designing customer journeys to drive adoption of the Zio Service.Align with brand priorities to ensure the customer experience (CX) is streamlined, personalized, and optimized.Responsible for creating and leading end-to-end customer experience strategy and differentiated solutions informed by insights, analytics, and best practices.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.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 the current cardiac monitoring program, and recommend solutions that enable health systems to optimize their programLeverage career experience and iRhythm tools to create standardized, reproducible experiences for customer engagementsCollaborate closely with CX Senior Manager peers, 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.Accountable to prioritizing work that meets the needs of iRhythm business goalsHeld accountable to performance metrics that demonstrate physician adoption across large health systems, contributing to the health of IRTCs businessStrategically partner with the geographic sales team to understand their business plan, and how you can best support them, impacting deep + broad penetration of their large health systemsWhat We Need To SeeBachelor’s degree required, Master’s degree preferred: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.Experience in device 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 preferredKey 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 monthsStrong communication and presentation skillsAbility to quickly analyze data to glean insights impactful to making recommendations to both sales partners and customersDemonstrated ability to adapt quickly and deliver on strong performance during times of ambiguity and complexityStrong understanding of the healthcare landscape and experience in cardiology preferredAbility to multi-task and prioritize in a fast-paced environmentProficiency with tools commonly used in a business environment including customer relationship management (Salesforce), Microsoft Office (Visio)Must be able to travel up to 50%.Location: Remote – National USLocation:Remote - USActual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.Estimated Pay Range$115,000.00 - $149,000.00As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at [e-mail] iRhythm TechnologiesiRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.Make iRhythm your path forward. Zio, the heart monitor that changed the game.There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact [e-mail]. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121