Who We Are:  ZOLL Data Systems is a leading digital health technology company servicing the needs of medics, firefighters, and other lifesavers. Our healthcare cloud-based technology solutions lead the industry in providing mission critical service to industries that provide life-saving services.  We have the resources and stability of a large company, but the nimbleness, ambition, and determination of a startup, because we used to be one.  Our vision is to improve lives through transformational People and Products. 

What We Do: ZOLL’s CodeData team creates customer-facing SaaS applications for Emergency Services and Hospitals.  The applications we build give medical personnel access to critical data that is collected by life-saving medical devices such as cardiac monitors and defibrillators.  We develop applications in a highly collaborative Agile environment leveraging the latest technologies available in the public cloud.  

Who You Are: A customer oriented professional that possesses a strong desire to create a positive customer experience.  You have a demonstrated track record in earning a customer’s trust through managing critical customer support programs and operating with urgency on the customer’s behalf to resolve issues that impact customer operations and/or patient care. You have demonstrated an ability and desire to develop deep product and systems knowledge.  You are comfortable working cross functionally in an organization and have the ability to improve processes and drive accountability to the processes for the benefit of our customers.

Perks & Benefits: ZOLL provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work.  Additionally we have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service and much more!  Our full benefits includes insurance on day 1, 401(k), PTO and tuition assistance.  

Responsibilities: 

• Partner with customers to effectively leverage Code Data solutions and derive value from our offerings
  • Manage critical customer success programs
  • Identify and communicate barriers to product adoption to R&D team
  • Communicate internal and external customer feedback to R&D team
  • Collaborate with R&D team to identify creative solutions to key customer challenges
  • Collaborate with Product Owners to properly prioritize key features and issues on behalf of customers
    • Track and communicate resolutions/scheduling status of those issues and features to customers
• Partner with Customer Support and R&D organization to ensure customers receive exceptional support
  • Collaborate with cross functional team members to continually improve the quality, effectiveness, and efficiency of our support and escalation processes
    • Ensure support processes are followed and escalations are appropriate and timely through various support tiers and into R&D
    • Develop SLAs and drive accountability to those SLAs
  • Analyze, dashboard, and communicate key support metrics to cross functional teams to identify challenge areas to be addressed
  • Act as product functionality trainer/mentor to Customer Support resources
  • Create knowledge base articles to assist Customer Support with timely resolution of common issues
• Manage and coordinate SDK Partner issues
• Primary point of contact for Customer Support & Sales Engineering on product functionality issues and questions
  • Triage internal product requests/questions prior to engaging R&D teams

Qualifications:

• 5-7 years of experience in Customer Success, Product Management, and/or Technical Support
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Excellent communication and interpersonal skills
• Strong program management and coordination skills
• High level of accuracy and attention to detail
• Experience mentoring and coaching team members
• Ability to develop deep product functionality and big picture systems knowledge
• Ability to analyze and communicate product functionality and usage issues
• Experience managing and coordinating partner product integrations (SDK)
• Demonstrated experience analyzing and communicating metrics and data
• Willing to travel up to 15%
• BA/BS degree or equivalent experience is required
• Prior healthcare industry experience required
• Prior experience with AEDs, Monitors, and Defibrillators desired

ZOLL Data Systems appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA: ZOLL will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.