Implementation Manager

Heartflowinc; Minneapolis (MN); On-site; USD 100,000 - 120,000; Full time

Job summary

Heartflow is seeking an Implementation Manager to lead the integration of our AI-driven cardiac technologies into customer accounts and act as the technical lifeline for rapid issue resolution. The role sits on the Customer Success team and requires field-based work with up to 50% travel.

You will manage projects, train end users and commercial teams, and coordinate internal and customer teams to map and optimize Go-Live processes.

Qualifications

• BS/MS in engineering or sciences required.
• 3+ years of experience in a technical or clinical field with advanced degree, or 5+ years of equivalent work experience.
• Project/program management experience required.
• Extensive experience with EPIC and/or similar EMR systems required.
• Clinical/medical background preferred.
• Prior experience in digital health, healthcare, or a regulated environment preferred.

Responsibilities

• Lead Heartflow’s implementation process for integrating our technology into new customer accounts.
• Manage implementation projects for new products or features to the commercial team and customers.
• Provide end-user and commercial team training on Heartflow products and CT data requirements to customers in accordance with specific training plans.
• Provide clinically-relevant and technical information and solutions in response to inquiries regarding use of Heartflow technologies.
• Document and track customer feedback, training, complaints, and resolutions in Heartflow’s CRM system and help improve knowledge base for customer issues.
• Proactively manage and maintain an accurate implementation project funnel, including tracking progress, identifying risks, and providing reliable projections for activation timelines to leadership and the commercial team.
• Understand issues, questions, and challenges of our customers and commercial team and help design and develop solutions, data insights, and tools to support commercial growth.
• Effectively lead customer teams, maintain focus on project goals, and mitigate scope creep that may compromise implementation progress.
• Manage End-to-End Workflow Build by coordinating internal and customer teams to map, document, and validate current processes, ensuring high product adoption.
• Ensure all Go-Live criteria are met and signed off, providing critical support during and after activation.

Skills

Public speaking

Communication skills

Problem solving

Project management

Healthcare IT

Leadership

Stakeholder management

Education

BS/MS in engineering or sciences

Tools

EPIC EMR

Salesforce CRM

Job description

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFRCTAnalysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMapAnalysis), assess coronary blood flow (FFRCTAnalysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 500,000 patients worldwide.

The Implementation Manager is a member of the Customer Success team and will lead theprocess for integration of Heartflow’s technology into customer accounts and is the technicallifeline for rapid resolution of issues in the field and the achievement of customersatisfaction and customer loyalty targets.

Job Responsibilities:

• Lead Heartflow’s implementation process for integrating our technology into newcustomer accounts.
• Manage implementation projects for new products or features to the commercial team and customers.
• Provide end-user and commercial team training on Heartflow products and CT data requirements to customers in accordance with specific training plans.
• Provide clinically- relevant and technical information and solutions in response to inquiries regarding use of HF technologies.
• Document and track customer feedback, training, complaints, and resolutions in Heartflow’s Customer Relationship Management system and help improve knowledge base for customer issues.
• Proactively manage and maintain an accurate implementation project funnel, including tracking progress, identifying risks, and providing reliable projections for activation timelines to leadership and the commercial team.
• Understand issues, questions, and challenges of our customers and commercial team and help design and develop solutions, data insights, and tools to support commercial growth.
• Effectively lead customer teams, maintain focus on established project goals, ensure strict adherence to the project plan, and mitigate scope creep that may compromise implementation progress.
• Manage End-to-End Workflow Build by coordinating internal and customer teams to map, document, and validate current processes (orders, scheduling, reading, billing), ensuring high customer adoption of Heartflow products.
• Ensuring all Go-Live criteria are fully met and signed off on by both teams, providing critical support during and post activation

Field based position with up to 50% travel.

Skills Needed:

• Positive, energetic personality, comfortable in front of groups/customers.
• Customer-focused and highly adaptable mentality.
• Excellent problem solving ability, especially under pressure.
• Knowledge of hospital operations and hospital implementation of new technologies.
• Excellent verbal and written communication skills. Ability to cater communication toa wide range of technical, clinical, and cultural backgrounds. Professional etiquette.
• Responsible and accountable, with ability to manage multiple projects involvingcustomers and colleagues from a wide range of technical and clinical backgrounds.
• Ability to delegate and manage goals and activities of other employees.
• Knowledge in at least one of the following:
  • Digital health technologies
  • Healthcare IT, such as PACS, EMR, CVIS, HIPAA requirements and PHIprotections
  • Healthcare management
  • Relevant health industry experience for integrating new technologies
• The following skills are preferred, but not required:
  • Experience with Salesforce or other CRM tool
  • Cardiology clinical, imaging or product experience

Educational Requirements & Work Experience:

• BS, MS, or other relevant education in engineering or sciences
• 3+ years of experience in a technical or clinical field with advanced degree, or 5+ years of equivalent work experience.
• Project/program management experience required
• Extensive experience with EPIC and/orsimilar EMR systems required
• Clinical/medical background preferred
• Prior experience working in digital health, healthcare, or a regulated environment preferred

This position has an estimated base salary of $100,000 - $120,000 and discretionary commission-based earnings.

Heartflow is an Equal Opportunity Employer.

We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination.

Positions posted for Heartflow are not intended for or open to third party recruiters / agencies.

Submission of any unsolicited resumes for these positions will be considered to be free referrals.

Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process.

Before providing any personal information to outside parties, please verify the following: A) all legitimate Heartflow recruiter email addresses end with “@heartflow.com” and B) the position described is found on our careers site at www.heartflow.com/about/careers/.