Principal Customer Engagement Specialist - Digital Technologies
About The Position
At Medtronic, we are dedicated to improving healthcare access and equity globally through innovation and exploration. This remote position, while not based at a physical Medtronic site, requires the candidate to reside within the territory and travel frequently to multiple accounts. A valid driver's license is essential. Digital Technologies, a Medtronic Business Unit, focuses on implementing cutting-edge AI, computer vision, and augmented reality in the operating room and for surgical training, aiming to deliver safer surgery worldwide. Our Touch Surgery Ecosystem includes a video management and data analytics platform with the DS1 computer for OR use, advanced AI for video processing, and the award-winning Touch Surgery application for surgical training. The newly launched Touch Surgery Livestream platform enhances surgical education globally. This role is an exciting opportunity to join the company as we expand our solutions in the Americas region, specifically supporting the North East Region with over 75% travel. As a Customer Engagement Specialist, you will play a pivotal role in advancing our customer base in the US, working within a Customer Success team to manage live accounts throughout their journey. You will collaborate with global teams, sales, product, and engineering departments. The ideal candidate possesses a positive attitude, strong project management skills, and effective communication abilities adaptable to a dynamic environment.
Requirements
- Bachelors Degree with 7+ years of relevant experience OR An advanced degree with 5+ years of relevant experience
- Must reside within the territory.
- Must possess a valid driver's license.
- Ability to work remotely and productively for an international company.
- For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.
Nice To Haves
- 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.
- 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.
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
- 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
- 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
Number of Employees
5,001-10,000 employees
