Director, Customer Support

Austin, Texas, United States. Posted a month ago

The role

This person will lead a team to deliver support to customers using SaaS medical technology. They will lead customer support processes, investigate customer complaints, and coordinate cross-functional efforts to represent customer needs.

What you will do

Lead a team of customer support specialists.
Grow talent within the support team through coaching and mentoring.
Define strategies to scale customer support with commercial growth.
Develop and maintain training, tools, and processes.
Collaborate with team members to optimize technology and business systems.
Monitor and improve customer satisfaction using a data-driven approach.
Define, track, and deliver on KPIs and metrics.
Provide input to customer-facing product update plans.
Identify and report on trends in customer feedback to Product and Engineering teams.
Ensure all support and activities comply with medical regulatory standards.

Required qualifications

Effective project and personnel management.
Positive personality and comfortable in front of customers and collaborating with other Heartflow teams.
Ability to organize and analyze data and trends.
Responsible, accountable, and able to organize multiple projects.
Practical problem-solving approach.
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.).
BS or BA degree or equivalent in related experience.
8+ years of management experience.

Nice to have

Medical or technical training
Healthcare IT - Working knowledge of PACS, DICOM, HIPAA requirements and PHI protections
Knowledge of imaging and CT scanner technology
Understanding of coronary physiology

About the company

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using AI-driven technology. It is a publicly traded company cleared for use in the US, UK, Europe, Japan and Canada.