Associate Director, Customer Success
New
Z
ZOLLMedical devices
Source API remote eligibility restrictions: United StatesFull-TimeDirector
Salary$150,000.00 to $160,000.00
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Job Details
- Experience
- 7+ years of experience in customer success, implementation, account management, program management, clinical program leadership, or healthcare operations.
- Required Skills
- Project ManagementMicrosoft ExcelCustomer SuccessPowerPoint
Requirements
- Bachelor’s degree required; a degree in healthcare administration, business, life sciences, or a related field is 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 or operational healthcare experience.
- Experience in cardiology, sleep diagnostics, digital health, medical devices, or other clinically oriented healthcare solutions.
- Experience designing and delivering customer training in person, virtually, or through 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, including the ability to influence without direct authority in a matrixed environment.
- Strong analytical, organizational, and project-management skills.
- Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.
- Ability to build scalable processes, improve adoption, and lead through ambiguity and influence rather than formal authority.
- Able to synthesize customer needs, operational realities, and commercial objectives into practical action plans.
- Willingness to travel up to 60%, including overnight travel.
Responsibilities
- Own customer success performance across business areas, including onboarding quality, adoption, utilization, optimization, and ongoing value realization.
- Guide customers and internal teams on WatchPAT program implementation and IDTF-related workflows.
- Partner with Area Business Directors, Sales, and Clinical Sales Specialists to align field execution, customer priorities, and implementation success.
- Lead customer onboarding, training, and change-management efforts across hospital and physician-office settings.
- Assess customer requirements, workflows, and operational barriers; develop tailored implementation plans and scalable success strategies.
- Drive utilization and retention through proactive engagement, education, account reviews, and coordinated action plans.
- Monitor customer health, implementation progress, and regional performance; identify risks and lead cross-functional resolution of issues and escalations.
- Collaborate with Operations, Sales, Digital Health, and external vendors to improve processes and customer experience.
- Develop playbooks, tools, training materials, and best practices to improve consistency and scalability across the customer lifecycle.
- Capture customer feedback and performance insights, and lead strategic projects that improve customer outcomes and operational performance.
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