Manager of Customer Implementation & Support

ID 2021-1983
Job Locations
US-OH-Centerville | US-Virtual / Remote
Job Post Information* : Posted Date
4 weeks ago(9/30/2021 6:46 PM)
Job Post Information* : External Company URL

Company Name

ZOLL Data Systems


ZOLL Data Systems, a division of ZOLL Medical Corporation, is a healthcare software solutions provider that empowers hospital, EMS and Fire, and billing/accounts receivable (AR) teams to deliver more—from better patient outcomes to operational efficiencies and greater revenue capture. We leverage decades of clinical expertise, relentless customer focus, and a powerful cloud-based platform to help tackle the unique challenges of healthcare from EMS dispatch to facility discharge and AR optimization. Our business exists to help save more lives through data-driven innovation and interoperability, opening new pathways for our customers to achieve the highest levels of care, collaboration, and reimbursement.


To learn more about ZOLL Data Systems and the products you'll be working with, click here!


Job Summary

As the Manager of Customer Implementation & Support for ZOLL Data’s Billing and AR Optimization Team, you’ll lead our team of Implementation and Support Specialists to ensure a consistently exceptional customer onboarding and training experience that ensures customer success. You’ll work closely with internal teams to improve or develop processes, products, and both internal and customer facing training material and documentation. The Finance Pillar Team within Customer Success & Operations ensures customer goals and objectives are met to achieve success with ZOLL Data billing products.


  • Lead a team (6-10 FTE’s) that delivers full implementation and support of our billing software solutions amounting to approximately 300 projects per year
  • Coach and train the team to embrace the migration from on premise software to SaaS based software
  • Mentor and develop the team to become an award-winning team proficient in SaaS training, methodology, and onboarding while ensuring the retention of current customer base and product onboarding efforts
  • Build a trusted partnership with all departments in the customer journey from Sales >Product >IT >Customer Success >Support >Repeat, to ensure customer success company wide
  • Collaborate on goals and objectives with individual team members to align and contribute to the success of individual, team, CSO, and company goals
  • Serve as a member of the Finance Pillar Team to improve the department’s vision, mission, values, rallying cry, objectives, key results, initiatives, processes, tools, data, organizational structure, and people
  • Partner with CSO Support to ensure ownership of tasks are correctly aligned, customer satisfaction remains high, and customer experience is aligned between support teams
  • Collaborate with Sales to ensure a smooth customer kick-off and hand-off, conducive to the ultimate customer experience
  • Partner with Customer Success to ensure the customer readiness and completeness of product training, adoption, and maintenance



  • 5+ years of project management, onboarding, and training experience
  • 5+ years of leadership experience
  • Proven ability to build, lead, and develop high performing teams
  • Ability to make data driven decisions that meet customer needs and outcomes
  • Experience successfully managing on site and remote teams, continuously building a culture of excellence



  • Bachelor’s Degree in a related field
  • Healthcare Billing experience


The salary range for this role is $75,000.00-$105,000.00 annually. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location. 



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, social events and much more!  Our benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD, Paid Time Off and tuition assistance.


ZOLL appreciates and values diversity.  We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.


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


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