Prin Customer Engagement Specialist

Medtronic•Newark, NY

11d•$112,000 - $168,000•Remote

About The Position

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 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 Ecosystem 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 SurgeryTM 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. 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. As we expand our solutions in the Americas region, this is an exciting opportunity to join the company. As a Customer Engagement Specialist, you 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 accounts within your region. You'll be a part of a Global team, and a key partner to sales, product and engineering teams. We are seeking a committed professional to join our team, required to reside within the territory and drive to multiple accounts throughout the region. A valid driver's license is essential for this role, which also involves 50-75% amount of travel outside the territory, presenting opportunities for broader engagement. In order to be the perfect candidate, you need to have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups, being able to adapt to change in a dynamic environment.

Requirements

Bachelors Degree and minimum 7 years of relevant experience, or Advanced degree with a minimum of 5 years of relevant experience.
Previous minimum experience of 4 years 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.
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.
Ability to travel 25-75% of the time, as needed, to customer sites.

Nice To Haves

Strong project management skills and experience with customer success software platforms are prioritized.
Solid experience in the Operating Room from either a clinical, technology, consultancy or medical device perspective.
Technical proficiency is required to understand our products and industry
Ability to work remotely and productively for an international company

Responsibilities

Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn.
Collaborate in the implementation of a scalable customer engagement strategy.
Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion.
Analyze, present 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 - engage 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.

Benefits

Medtronic offers a competitive Salary and flexible Benefits Package
We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
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)