IT Program Mgr
About The Position
As part of the Medtronic Acute Care and Monitoring (ACM) business, the Customer Success Manager (CSM), supports the HealthCast™ intelligent patient manager portfolio as part of the HealthCast™ Services team. The CSM provides clinical leadership, planning, and oversight during the implementation phase. The focus of the role is working with clinicians to facilitate product implementation with best practices that include leading clinical workflow discussions, leading clinical education, and providing ongoing clinical support. The CSM is responsible for promoting and supporting customer adoption, utilization and retention. The CSM is the key partner helping our valued customers achieve their strategic objectives and derive maximum value from their investment. Additionally, the CSM supports communication between the customer and the ACM business ecosystem to include Sales, Product Management, Engineering, Services, Education, and others.
Requirements
- 5+ years in a related function with direct customer advocacy and engagement experience in post-sales or services functions with healthcare experience
- Experience growing customer satisfaction, adoption, and retention.
- Strong public speaking and excellent presentation skills.
- Ability to drive continuous product value.
- Willingness and ability to travel up to 30%.
- Experience developing product use-cases and workflows with customers.
- Serve as a strong teammate and a self-starter who seeks solutions.
- Exceptional verbal, written, social, presentation, and interpersonal skills.
- Thrive in a multi-tasking environment and with the ability to adjust priorities, seek input and make decisions quickly while remaining analytical and retaining focus on details.
- Technical and problem-solving skills coupled with the ability to guide and/or provide quick resolution to problems.
- Prior experience conducting training or workshops for customers and discussing pros/cons of implementing various technologies and clearly explaining business value.
- Experience in the enterprise software space.
Nice To Haves
- Advanced degree preferred.
- Registered Nurse or Respiratory Therapist.
- High level of proficiency in MS Office applications and platforms required.
- Ability to quickly learn and adopt new technology platforms.
Responsibilities
- Support Clinical Discovery and Design sessions, with your assigned customers, to define clinical workflows that support their institutional needs using Medtronic™ products.
- Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption of the HealthCast™ Services portfolio, and facilitating retention.
- Support smooth and successful implementation at training sessions and go-lives.
- Cement yourself as a trusted/strategic advisor to your assigned customers and to demonstrate and promote the continued value of our products and services.
- Act as the voice of customer to advocate for solutions to meet their needs and address issues. This may include working with Medtronic ACM Technical Support, Product Management, Marketing, R & D, or other departments to cross-functionally and program-manage concerns.
Benefits
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Principal
