Pulmonx is looking for an experienced Sr Manager of Medical Imaging Services & Customer Success to join our team in Redwood City, CA! This is an exciting opportunity to apply your problem-solving, technical knowledge, and interpersonal skills to positively impact our customers and the success of our StratX platform.
Not sure who we are and how Zephyr valves help people to breathe better? Check out some of the videos on our YouTube Channel: https://www.youtube.com/@zephyr-by-pulmonx
In this role you will get to:
Manage installation and infosec review process and questionnaires for new customers and track any remediation activities to closure.
Perform quarterly access reviews of all customer, service, and administrative accounts and document any actions taken. Ensure that account access is limited to the minimum access required per account type.
Routinely review SOC2 policies and other security requirements and ensure that compliance is maintained per the prescribed time intervals for each requirement.
Manage account creation, configuration, and maintenance for StratX, LungTraX Connect and LungTraX Detect services.
Supervise StratX production service and manage service provider vendors.
Work with third party CT transfer service and QCT analysis providers to maintain the StratX system and troubleshoot and resolve any issues that may arise.
Maintain a support ticketing system and ensure all tickets are responded to and closed in a timely manner. Accurately document issue, troubleshooting steps, action plans, resolution and any follow-up in internal ticketing system.
Promote customer satisfaction through the timely response to customer calls and providing clear and effective communications with internal and external customers.
Support end users and Pulmonx Commercial team on a day-to-day basis answering questions as necessary, responding to help-desk tickets related to scan acquisition, scan uploading, and all aspects of the workflow including technical support related to the quantitative CT reports. Report on ticketing trends and identify issues that need to be resolved.
Responsible for the functional management of StratX support personnel.
Recruit, hire, supervise, and train additional support personnel.
Obtain a working knowledge of the StratX QCT system and provide technical support for customers and Pulmonx employees as required.
Ensure CRM data updates are functional and escalate tickets to development team.
Collaborate with R&D and Marketing to provide input towards new product development.
Communicate with Pulmonx staff, vendors, and consultants to effectively complete required responsibilities.
Maintain regular communication with direct manager, internal team members, and commercial team members for any customer matters requiring attention including escalating any trending customer and/or service issues to the appropriate Pulmonx team members.
Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized.
Assist Marketing in developing and analyzing metrics related to StratX usage.
Minimum of one year experience with SOC2 and/or ISO 27001 compliance and hospital information security review process.
Minimum 5 years of experience in technical support or customer service role.
Previous experience in large medical device field support or customer service strongly preferred.
Minimum of one year people management experience.
Credentialing from the American Registry of Radiologic Technologists (ARRT) in Computed Tomography or the American Board of Imaging Informatics (ABII) a plus
Experience with CT scan analysis including DICOM format, scan acquisition parameters, DICOM viewer software, and PACS file sharing a strong plus.
Ability to communicate complex information to a wide range of audiences including customers, marketing and sales team members, service providers, and engineering team.
Strong troubleshooting skills.
Ability to learn new software platforms quickly as required to perform job duties
Ability to discuss key CT technical topics i.e. artifacts, radiation dose, iterative reconstruction across multiple scanner platforms a strong plus.
Excellent oral and written communication skills.
Fluent with Microsoft Office Suite; Word, Excel, and PowerPoint.
Ability to work in a cross functional environment with team members with various skills
Compensation: $130,000 - $190,000 annual base salary dependent upon experience
Please note that an application and resume must be completed and submitted for consideration for this opportunity.
Pulmonx Corporation is an Equal Opportunity Employer and embraces diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.