Service Implementation/Customer Experience Manager - Switzerland & Austria

Job Summary and Purpose:

As a Customer Experience Manager, you will play a crucial role in guiding healthcare providers during the post-sale phase, facilitating a smooth onboarding and implementation of the Zio service while providing ongoing support for continuous improvements.

Your role will involve engaging with key accounts to assess their business needs and identify challenges & pain points within their current workflows, enabling you to map out tailored solutions that demonstrate how iRhythm's services can streamline and enhance their operations.

You will lead the implementation of the Zio Service, facilitating a smooth transition, addressing any technical or commercial queries, providing thorough training to users, and ensuring an excellent customer experience.

This role is essential for strengthening the partnership between iRhythm and healthcare providers, driving improvements in patient care and operational efficiency.

This remote position will primarily focus on Switzerland & Austria, with your home serving as the primary work location, though regular onsite visits to customers will be necessary.

Responsibilities: 

• Develop strong relationships with key stakeholders and decision makers within key accounts in emerging markets to implement clinical excellence programmes, identify challenges with their current cardiac monitoring service and using your existing knowledge to influence clinical leadership to implement pathway transformation programmes in long-term continuous monitoring.
• Lead meetings with key accounts to scope their current pathways and workflows to identify how iRhythm can enhance outcomes related to cardiac arrhythmias through modifications in pathways and improvements in operational efficiency.
• Collaborate with iRhythm’s cross-functional teams in the US & Internationally, including Clinical Operations and Customer Service, to implement the Zio Service in new accounts, ensuring alignment between client requirements and iRhythm's internal processes and capabilities.
• Develop the essential infrastructure and resources to initiate and lead iRhythm clinical education training programmes across the Switzerland & Austria.
• Share best practices and success stories from new accounts across key functions at iRhythm to enable sales representatives to gain deeper insight and effectively address the priorities that are most significant to our customers.
• Represent the voice of the customer by clearly understanding customer needs and delivering relevant use-case scenarios along with marketing requirements documentation to engineering, research and development, and senior leadership teams.
• Act as a clinical champion for the Zio Service to establish trust and promote adoption among targeted customers
• Identify opportunities for unique partnerships/collaborations with healthcare practitioners interested in developing care pathways, white papers, case studies that highlight best practices in long-term continuous monitoring.

About you: 

You are an experienced individual with a clinical or healthcare background, who is highly driven to support a growing business and passionate about finding solutions to make innovative technology available to users in new markets, which include patients and healthcare providers. With a proven track record in delivering clinical services effectively, you maintain a patient-focused approach and bring the following skills:

Required:

• Experience working within the Swiss healthcare sector, with a specific focus on outpatient workflows, diagnostic pathways, and hospital administrative procedures
• Demonstratable ability to engage with all levels of healthcare providers
• Understanding of the healthcare systems in Switzerland
• Experience of healthcare pathway transformation
• Proven experience in Project Management within complex environments & involving multiple stakeholders
• Ability to quickly gain a thorough understanding of our products and services
• Demonstrable ability to educate and build relationships in-person and virtually
• Demonstrated capability to operate independently and take initiative
• Confident in utilising both new and established technology applications
• Native/fluent English and German and/or French
• Willingness & ability to travel dependent upon location and demands of the business

Desirable:

• Bachelor's degree in a related field (e.g., life sciences, healthcare, business)
• Experience in delivering training programmes
• Understanding of Cardiac Arrhythmia Service delivery

What’s in it for you:

This position offers a with competitive compensation package and includes the following benefits: Health insurance, Pension Fund with employer contribution, Federal supplemental accident offering occupational and non-occupational accidents, Supplementary accident insurance, enhanced Daily Sickness disability benefit offering and Monthly Health Stipend.

*In order to be eligible for our position, kindly provide your CV/resume and response to the application questions in English.*

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