Director, Customer Success

SUMMARY:

The Senior Director, Customer Success is responsible for the development and execution of the clinical adoption strategy for Hyperfine. You will lead a team of Clinical Application Specialists (CAS) and influence cross functional teams including clinical science, product, marketing communications and sales teams to ensure customer success. In this role, you will define and support the clinical objectives for both physicians and hospital administrative partners to achieve overall SWOOP® programmatic goals and return on investment. This role reports up to the Chief Commercial Officer (CCO) to ensure commercial alignment for driving sustainable commercial programs.

You will build a team of MRI technical experts (CAS) that will implement and account manage a disruptive new technology - a low field MR solution - for Neuro Critical Care ICU, ED and OR applications.  Under your direction, this team will act as technical and clinical consultants developing strategic relationships with accounts from pre-sales demonstrations, through the sales cycle, post sales monitoring, technical support, and program growth. This individual will bring deep clinical knowledge in workflow best practices and operational processes in ICU, Point of Care, and imaging departments to ensure successful training, adoption and utilization of Hyperfine offerings.  With your savvy business acumen, you will be responsible for developing commercial SWOOP®  utilization and growth programs to drive clinical adoption and market penetration.  In addition, your knowledge of integrating imaging into PACS / IT will also be very important.

This role will ensure the CAS team and customers are equipped with strategic content including, marketing materials, training and digital communications.

RESPONSIBILITIES:

• You will build a highly functioning team of MRI technologist/subject matter experts (CAS) that will implement disruptive new technology - a low field MR solution - for Neuro Critical Care ICU, ED and OR applications  
• Partnering with the sales team, you will develop and execute strategic clinical programs and tactics to drive growth and adoption of Hyperfine’s portable MRI system and offerings.  This will include targeting, educating, supporting and leveraging offerings to specific targets across the Neuro Critical Care market.  
• Build and standardize a Success Plan for CAS team to deeply understand customer objectives and consultative practices including technical expertise in the SWOOP® System, implementation, change management, clinical workflow strategies, objection handling, training programs, product leveraging and clinical best practices
• Develop strategic plans for CAS team regarding routing, account management and ongoing support. 
• Drive adherence to documenting customer and pre-customer activities in Salesforce to be shared and used by other organizational teams including sales, field service, and Help Desk.
• As the subject matter expert in the areas of customer messaging, you will partner with marketing communications and sales training teams to create effective clinical tools for external customers (Neuro Critical Care, ICU, ED and OR) as well as internal customers (sales team, executive team, etc)
• Knowledge of integrating imaging into PACS / IT 
• Act as the voice of customer by monitoring and sharing competitive tactics, industry publications, trials, and clinical data to extract key insights to share with sales and marketing teams to inform and drive immediate and long term commercial strategies
• Oversee the Customer Success Team contributions to key trade shows, clinical conferences and Demo at Your Door (D@YD) customer events
• Partner with product and R&D teams on short and near term product pipeline, product launches, and voice of customer
• Determine how to define, drive and demonstrate the value delivered 
• Use the OKR planning process for quarterly goals and business planning
• Implement QBR - Quarterly business Reviews with our commercial customers
• Identify opportunities for continuous improvement
• Ability to meet and train team members in the field, meet all new commercial customers and be out of office ~50% of time
• Attend off site workshops, strategic planning sessions and Quarterly Performance Reviews (QPR)

KNOWLEDGE AND SKILL:

• Proven ability to lead clinical applications teams 
• Demonstrated ability to develop and drive KPI through customer success strategic plans
• Experience in imaging technologies and their interdepartmental workflows 
• Clinical workflow in ICU, CC, ED and/or OR
• Ability to lead the development of clinical training materials, strategic clinical strategies and workflows 
• Strong analytical skills
• Strong leadership capability
• Strong focus on healthcare compliance, safety and quality standards

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor’s degree life sciences or completion of a pre med program. MBA or MS degree required
• 8 + years of progressive experience in medical device sales, customer success and/ or clinical applications
• 6+ years of progressive experience in managing teams
• Previous experience in the management of relationships and influence of key opinion leaders, clinical stakeholders and cross-functional teams
• Previous experience leading the development of messaging medical devices for FDA and CE approved markets
• Experience implementing software changes / updates as provided by the Hyperfine product team to improve customer experience and use cases (ICU, Stroke, etc)