Customer Engagement Manager

Medtronic • State College, NY

10h • Remote

About The Position

We anticipate the application window for this opening will close on - 13 Feb 2026 At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life Job Specific Summary We are seeking a committed professional to join our team. While this is a remote position not located at a physical Medtronic site, the candidate hired will be required to reside within the territory and drive to multiple accounts throughout the region. A valid driver's license is essential for this role. At Medtronic we are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team! Digital Technologies is Medtronic’s Business Unit implementing cutting-edge AI technology, computer vision, and augmented reality to the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world. Our Touch Surgery E cosystem includes an innovative video management and data analytics platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery. The device uses advanced AI algorithms that enable automatic processing and uploading of videos. Our surgical training platform is the award-winning Touch Surgery application that provides safe and accessible training for surgeons and other healthcare professionals. Our newly launched Touch Surgery TM Livestream platform brings the best surgical practices directly to surgical teams, no matter where they are, creating an immersive learning environment that transcends physical boundaries. As we expand our solution s in the Americas region, this is an exciting opportunity to join the company. As a Customer Engagement Manager , y ou will take on a pivotal role in advancing our customer base in the US . As part of a Customer Success team , your responsibilities will follow the customer journey, with responsibility for the Live customer base . You'll be a part of a Global team, and a key partner to sales, product and engineering teams. In order to be the perfect candidate, you need to have a track record of building , driving and delivering the execution of customer engagement strategy .

Requirements

• Bachelor’s degree with 5+ years of experience in customer success, account management, commercial roles or equivalent relevant experience OR
• An advanced degree with 3+ years of experience in customer success, account management, commercial roles or equivalent relevant experience

Nice To Haves

• 7+ years of experience in customer success, account management, commercial roles or equivalent relevant experience
• Business acumen and commercial mindset - track record of driving adoption of digital solutions in the healthcare industry.
• Evidence of building and developing teams
• Ability to communicate and influence effectively across multiple internal teams and customer departments.
• Ability to analyze customer data, extract actionable insights, and leverage data to optimize customer engagement strategies.
• Strong project management skills and experience with customer success software platforms are prioritized.
• Solid e xperience in the Operating Room /acute clinical area from either a clinical, technology, consultancy or medical device perspective.
• T echnical proficiency is to understand our products and industry
• Ability to work remotely and productively for an international company

Responsibilities

• Design and implement a scalable customer engagement strategy for the US market.
• Build and develop a team of customer engagement specialists , while managing own strategic accounts.
• Build and refine process, reporting, software tools and interface with other teams to enable successful execution of engagement with the live customer base.
• Monitor account health post Go-live and create and execute action plans to increase adoption , maximize platform utilization and prevent churn .
• Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion.
• Analyze, p resent and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals.
• Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results .
• Lead customer business reviews - e ngage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT .
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development.
• Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments.
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows .
• Reinforce product training and introduce new features/upgrades to the clinical teams .
• Product operation and troubleshooting, supported by our expert technical teams.
• Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team.
• Supports and manages various components of the customer lifecycle (such as, the pre-sales process, set-up, onboarding and training, onsite engagement, technical support, customer renewals, product improvements, up- and cross-selling and coaching of the commercial team) to maintain customer loyalty and satisfaction.
• Tracks customer performance, maintains customer engagement, acts as a consultant, and deploys strategies so product value can be harnessed to the maximum while enabling customer goal achievement.

Benefits

• Medtronic offers a competitive Salary and flexible Benefits Package
• Health, Dental and vision insurance
• Health Savings Account
• Healthcare Flexible Spending Account
• Life insurance
• Long-term disability leave
• Dependent daycare spending account
• Tuition assistance/reimbursement
• Simple Steps (global well-being program)
• Incentive plans
• 401(k) plan plus employer contribution and match
• Short-term disability
• Paid time off
• Paid holidays
• Employee Stock Purchase Plan
• Employee Assistance Program
• Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level