Associate Director, Customer Success

🕒 4 dias atrás

🏖️ New Jersey, North Carolina, +2 estados a mais – Remoto

🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote

💵 $150.000 - $160.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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ZOLL Medical Corporation

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🏥 Saúde

🎖️ Defesa

📦 Logística

Healthcare • Defense • Logistics

A ZOLL Medical Corporation é um fabricante de destaque de dispositivos médicos e soluções de software relacionadas, dedicado a capacitar profissionais de saúde, socorristas e militares a prestar cuidados que salvam vidas e a melhorar os desfechos dos pacientes. A empresa fornece produtos avançados como desfibriladores externos automáticos (AED), monitores, desfibriladores, equipamentos de RCP automatizada, ventiladores e mais, além de um conjunto de soluções de software que potencializam o desempenho dos serviços de saúde e de emergência. A ZOLL é comprometida com a inovação em áreas como ressuscitação cardíaca, controle de temperatura e apneia do sono, além de oferecer serviços abrangentes de treinamento e suporte para garantir a utilização ideal de seus dispositivos. Orgulhosamente apoiando comunidades com ferramentas que aprimoram o atendimento público e não agudo, a ZOLL contribui em cada momento de resposta e resgate, reafirmando sua missão de ajudar a salvar vidas.

Descrição

• Lead the post-sale customer experience for ZOLL Itamar solutions, primarily WatchPAT programs and IDTF-related workflows • Own customer success performance, onboarding quality, adoption, utilization, optimization, issue resolution, and ongoing value realization • Serve as the subject matter expert for WatchPAT program implementation and IDTF-related workflows • Partner with Area Business Directors, Sales, Clinical Sales Specialists, Operations, Digital Health, external vendors, and customer stakeholders • Lead customer onboarding, training, and change-management efforts across hospital and physician-office settings • Assess customer requirements, workflows, and operational barriers and create tailored implementation plans • Drive utilization and retention through proactive engagement, education, account reviews, and coordinated action plans • Monitor customer health, implementation progress, and regional performance trends; identify risks and lead issue resolution • Develop playbooks, tools, training materials, and best practices to improve consistency and scalability • Capture customer feedback and performance insights for continuous improvement and program strategy • Lead internal strategic projects improving customer outcomes, operational performance, and cross-functional alignment • Operate as an individual-contributor leader reporting to the Vice President of Strategic Programs

🎯 Requisitos

• Bachelor’s degree required; degree in healthcare administration, business, life sciences, or a related field preferred • 7+ years of experience in customer success, implementation, account management, program management, clinical program leadership, or healthcare operations • Experience working with hospitals, health systems, physician offices, IDTFs, or similarly complex healthcare environments • Clinical credentials such as RN, NP, or PT, or meaningful clinical/operational healthcare experience • Experience in cardiology, sleep diagnostics, digital health, medical devices, or other clinically oriented healthcare solutions • Experience designing and delivering customer training using in-person, virtual, or web-based instructional methods • Demonstrated success leading complex implementations or post-sale customer programs involving multiple stakeholders, regional field teams, and cross-functional coordination • Strong executive communication, presentation, and relationship-management skills • Excellent analytical, organizational, and project-management skills • Proficiency with Microsoft Office products, including Word, Excel, and PowerPoint • Demonstrated ability to lead through ambiguity, build scalable processes, improve adoption across a growing customer base, and drive results through influence rather than formal authority • Strategic thinking, strong business judgment, and a customer-first mindset • Ability to synthesize customer needs, operational realities, and commercial objectives into practical action plans • Strong interpersonal skills and effectiveness in customer-facing settings • Ability to navigate complex environments, coordinate across multiple stakeholders, and manage competing priorities • Commitment to continuous improvement and delivering measurable value • Up to 60% travel, including overnight travel • Ability to meet the stated physical demands of the role

🏖️ Benefícios

• Annual bonus in accordance with the company's bonus plan • Comprehensive benefits plans • Remote work arrangement • Reasonable accommodations in compliance with the Americans with Disabilities Act of 1990

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