Service Implementation/Customer Experience Manager - Netherlands

Job Summary and Purpose: 

As a Service Implementation/Customer Experience Manager, you will work closely with our Sales, Operations, Clinical and Marketing teams to partner healthcare providers from the initial sales stage through the successful implementation of the Zio service, while also providing ongoing support for continuous improvement.

This position is vital for fostering relationships between iRhythm and healthcare providers, requiring close collaboration with key accounts to drive significant transformational changes, improve patient care processes, and enhance operational efficiency.

As a clinical champion for the Zio Service, you will also be responsible for building trust and promoting its adoption among targeted customers, while collaborating with various cross-functional teams at iRhythm USA and the International team.

This role is remote and will cover the Netherlands, with your home as the primary work location, although regular onsite visits to customers will be necessary.

Responsibilities: 

• Develop 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.
• Partner 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, 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 manage iRhythm clinical education programmes across the Netherlands.
• 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.
• 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 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 in the Dutch 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 the Netherlands
• Experience of healthcare pathway transformation
• Proven experience in Project Management within complex environments & involving multiple stakeholders
• 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 Dutch and excellent English
• 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

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

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