Leads Heartflow’s customer support organization for its SaaS medical technology. Responsibilities include managing and developing support staff, scaling support processes, improving customer satisfaction and resolution rates, tracking KPIs, coordinating product updates and escalations, analyzing customer feedback, partnering with Product and Engineering, and ensuring compliance with medical regulations.

Manages Heartflow accounts across an assigned territory, driving adoption and growth of AI-enabled cardiovascular diagnostic technologies. Builds relationships with cardiologists, referring physicians, hospital stakeholders, and clinical teams; develops account plans; educates customers; coordinates cross-functional resources; organizes clinical programs and events; and meets usage and revenue targets. The role is home-office based with approximately 20–25% travel.

Monitors intraday workload, staffing, adherence, backlog, and service levels across back-office healthcare operations. Uses Verint and Tableau to identify staffing risks, coordinate same-day adjustments, analyze SLA and productivity issues, manage WFM tickets, maintain system data, communicate operational insights, and support business continuity. The role also contributes to reporting, forecasting, capacity planning, compliance, and process improvement.