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Heartbeat Health · 2 months ago

VP of Customer Success & Implementation

United States

Full-time

Remote

Director/Executive

12+ years exp

Heartbeat Health is the leading virtual-first cardiovascular care company in the country, providing patients with convenient, high-quality heart care through a combination of telemedicine, diagnostics, and virtual care programs. The Vice President of Implementation and Customer Success will lead the client-facing delivery of virtual cardiology solutions, ensuring effective onboarding and ongoing success for healthcare partners.

Health CareHealth DiagnosticsMedicalmHealthTelehealth

Responsibilities

Direct the implementation of virtual cardiology solutions for primary care partners, hospitals and health systems, and payer clients

Develop repeatable and scalable processes that meet client and regulatory requirements

Partner with Clinical, Product, Engineering, Data, Security, Legal, and Operations teams to ensure seamless integration into existing and development of new workflows and technical systems

Partner with the team to drive training programs for clinicians and staff to ensure effective adoption of virtual cardiology tools

Design and execute a customer success strategy that promotes improved patient outcomes, provider efficiency, and long-term organizational partnerships

Lead Customer Success Managers in building trusted relationships with healthcare partners, ensuring renewal, expansion, and satisfaction

Establish KPIs for clinical adoption, utilization rates, and patient/provider experience

Act as an executive sponsor for strategic healthcare clients

Establish a structured process for clinical and operational issue resolution, ensuring rapid triage and root-cause identification

Lead escalation management for mission-critical healthcare services, ensuring minimal disruption to patient care

Develop transparent communication protocols with clients during critical incidents, maintaining trust and confidence

Provide feedback loops to Product, Clinical, and Engineering teams to continuously improve the patient and provider experience

Build and mentor a high-performing team of implementation specialists, customer success managers, and issue resolution leaders

Align departmental objectives with organizational goals of advancing virtual cardiology and improving cardiovascular health outcomes

Partner with Product and Clinical leadership to bring forward customer insights that inform product innovation and clinical best practices

Represent the company with healthcare executives, medical directors, and operational leaders as a trusted strategic advisor

Qualification

Healthcare leadershipImplementation strategiesCustomer success managementHealthcare delivery systemsRegulatory complianceIssue resolutionRelationship managementLeadership skillsCommunication skills