Viz.ai

Product Manager

• Lead the strategy, development, and execution of assigned neuro solutions, from concept through launch and lifecycle management.
• Partner with engineering, clinical, data science, and UX teams to design and deliver AI-powered, EHR-integrated tools that enhance detection, triage, and care coordination.
• Translate complex neuroscientific workflows into actionable product requirements that drive usability, scalability, and adoption.
• Collaborate with neuro specialists, neuroradiologists, and multidisciplinary care teams to validate clinical design and measure impact.
• Ensure interoperability through standards such as FHIR and HL7, supporting seamless integration with clinical systems.
• Lead the go-to-market strategy for assigned neuro solutions, including segmentation, positioning, and launch execution.

Senior Manager, Product Management – Neuro

Project Manager

• Support concurrent implementation projects
• Utilize standard project documentation and tracking
• Ensure that implementations are completed on time, within budget, and meeting client expectations
• Conduct client-facing training sessions in-person and remotely
• Provide regular reporting on project status, deliverables, risks and issues

Director

• Own the IDN portfolio
• Drive ARR growth and retention across named IDNs
• Manage complex annual renewal calendar and engage on renewals
• Lead the transition from module-level to suite-level selling
• Execute enterprise SaaS agreements at executive levels
• Identify expansion opportunities across Viz's portfolio
• Collaborate internally to align IDN strategy
• Build and maintain C-suite relationships
• Facilitate multi-stakeholder selling across IDN governance structures
• Develop business plans aligned with revenue targets
• Maintain forecast accuracy and provide engagement reports

Senior Director, Strategic IDN Accounts

Revenue Operations

• Help design and deploy a systematic approach to value demonstration with our customers, a lynchpin of enterprise level partnership.
• Own the overall performance and CS usage of the CS tech stack, partnering with cross-functional system owners and administrators (e.g., Salesforce Admin, IT, Data and Analytics) to ensure data integrity, a single and accurate source of truth within Salesforce, and to coordinate operations and processes
• Design and deploy reporting to proactively assess customer health, identify growth opportunities, and partner with the CS Team to address potential customer issues
• Collaborate cross-functionally to develop new processes and reporting tools that enable the team to work smarter
• Be the go-to, trusted pair of hands that can resolve issues, answer questions, and take on helpful tasks to turbo-charge the CS team
• Take on a variety of other revenue-related operational projects, namely with top-of-funnel operations: Lead management, conversion funnel and SDR workflows to ensure a high-velocity

Revenue Operations Analyst, CS Focus

Support Engineer

• Develop and achieve Technical Support objectives and goals to support the organizational vision.
• Manage and direct a team of Technical Support specialists and associates while leading the development of the vision and strategy for the support service team.
• Ensure targeted service and performance standards are achieved or exceeded.
• Execute tactical plans and initiatives that exceed customer expectations via phone, email and other communication methods that result in increased customer satisfaction and Viz collegiality and trust that will be realized in lower attrition and higher productivity.
• Establish and manage communication channels within and among cross-functional teams including but not limited to engineering and customer success and be the liaison to provide customer feedback to the Senior Management Team.

Senior Manager, Technical Support

Customer Support

• Provide technical support for external technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks.
• Collaborate with customer IT teams and internal Viz.ai customer-facing and technical teams to troubleshoot and resolve issues.
• Monitor/support 24×7×365 hosted Linux VMs and AWS cloud integrations; interpret Grafana alerts and resolve or escalate with hospital IT teams.
• Communicate with Viz.ai Product team regarding product update suggestions / feature additions based on customer feedback.
• Triage a wide range of issues across hardware, software, network connectivity, clinical applications, desktops, laptops, mobile devices, and peripherals.
• Utilize internal tools (Jenkins/Grafana/AWS configs) to resolve DICOM, PACS, TCP/IP routing, algorithm performance, and Viz software issues.
• Analyze Coralogix logs for system performance/data processing.
• Create/maintain documentation in ticket management system (SFDC), Knowledge Base articles, and troubleshooting guides.

Advanced Application Platform Support Specialist

Customer Success Manager

• Own West region customer outcomes
• Be accountable for NRR, expansion, and retention across your regional portfolio of health system accounts
• Build the structure, playbooks, and operating cadence to deliver consistent customer value at scale
• Establish and institutionalize best practices for adoption, lifecycle management, and outcomes measurement across the Viz platform
• Build the CS-side commercial motion for Viz's transition from module-based to Suite and Platform-based selling
• Co-own multi-product account strategy with enterprise AEs, identifying expansion opportunities, influencing deal strategy, and ensuring CS is a revenue driver, not just a retention function
• Develop and institutionalize expansion playbooks (upsell, cross-sell, EBRs) oriented around growth, not just health scores
• Partner arm-in-arm with enterprise Account Executives on pipeline, handoffs, and account strategy
• Contribute to forecasting and NRR planning at the regional level alongside Sales leadership
• Ensure customer insights are consistently fed back to Sales, Product, and Clinical teams to drive satisfaction and revenue growth
• Build and maintain C-suite relationships with CMOs, CMIOs, and VP-level operational leaders across complex IDN accounts
• Serve as a senior escalation point and executive sponsor for strategic accounts in the West
• Represent the voice of the customer to internal stakeholders — articulating insights and feedback that shape product and go-to-market decisions
• Lead, coach, and grow a team of Customer Success Managers across the West region
• Establish clear performance standards, build a coaching culture, and develop talent through outstanding professional development
• Recruit exceptional CS talent and cultivate a team that consistently exceeds customer expectations
• Contribute meaningfully to how the entire CS organization is built: metrics, tooling, segmentation models, and operating model
• Ensure strong cross-functional alignment between CS, Sales, Implementation, Clinical, and Product
• Build headcount planning models and contribute to annual CS strategy and budget planning

Customer Success Leader

DevOps Engineer

• Proactively enhance system reliability, scalability, and performance through automation, monitoring, and capacity planning.
• Develop and maintain observability systems, including distributed tracing, logging, and metrics platforms.
• Establish and maintain organizational standards for monitoring, leveraging tools like Prometheus, Grafana, and OpenTelemetry.
• Use observability tools to analyze runtime behavior and make data-driven decisions that improve system performance and reliability.
• Partner with development teams to integrate reliability best practices into the software development lifecycle.
• Manage infrastructure at scale in cloud services (AWS advantage) and platforms like Kubernetes.
• Optimize resource utilization to reduce costs while maintaining service quality.
• Contribute to the development and adoption of AI-driven tools and practices for engineering and observability.