Customer Experience Manager - Japan

You will be responsible for being a strategic partner with our distribution partner in Japan implementing solutions that transform pathways for our customers, while providing a better patient, physician, and staff experience.

You will work in parallel with our Sales from distribution partner, Marketing and global customer experience team to influence clinical leadership and establish workflows for consistent improvement in programme delivery within target accounts.

You will act as a clinical champion for the Zio Service to build trust and expedite the adoption of Zio for targeted customers, and will partner closely with all cross-functional teams at iRhythm USA and International team.

Responsibilities: 

• Develop relationships with key stakeholders and decision makers within targeted accounts to implement clinical excellence programmes, identify challenges with their current cardiac monitoring service and using your existing knowledge, help to influence clinical leadership to implement pathway / workflow transformation programmes in ambulatory cardiac monitoring.
• Partner with key accounts to scope their current pathways and workflows to identify how iRhythm can help to achieve better outcomes associated with cardiac arrhythmias via pathway change and operational efficiencies
• Work with iRhythm cross functional team members such as Distribution partner in Japan, Clinical Ops and Customer Service to implement the Zio Service in targeted accounts balancing client needs and desires with iRhythm internal process and capabilities
• Build the necessary infrastructure and tools to establish and lead iRhythm clinical education programmes across Japan
• Share best practices and success stories from key accounts across key functions at iRhythm to help distribution partners better understand and deliver on what matters most to targeted customers
• Represent the voice of the customer by clearly understanding customer needs, providing use-case examples and marketing requirements documents to engineering, R&D and senior leadership.
• Identify opportunities for unique partnerships/collaborations with healthcare practitioners looking to develop care pathways / workflow, white papers, case studies that highlight best practices in ambulatory cardiac 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 new technology available to all targeted accounts in Japan, which include patients and their physicians. You are experienced in the effective delivery of a clinical service and have a patient-centric approach along with the following:

Required:

• Bachelor’s degree or above
• Knowledge of Cardiology, preferably of Electrophysiology (EP)
• Worked for medical device companies as sales reps, field marketing or marketing departments for more than 5 years
• Project Management experience in a complex environment involving multiple stakeholders
• Knowledge and understanding of the hospital systems and stakeholders in Japan
• Demonstrable ability to educate and build relationships
• Competent in communicating with multiple stakeholders, negotiation skills and influencing skills
• Proven ability to work with initiative and under your own direction
• Confident in the use of new and existing technology applications
• Located in Japan

This is a full-time, remote working in Japan position. 

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