Senior Customer Success Manager - US

Medtronic • Boston, MA

395d • $136,000 - $204,000

About The Position

The Senior Customer Success Manager at Medtronic will lead the Customer Success team in the US, focusing on the commercialization of the Touch Surgery Ecosystem. This role involves establishing and developing the team, collaborating with sales and global product teams, and ensuring successful implementation and adoption of digital technologies in healthcare settings. The position requires strong project management skills and the ability to communicate effectively with various stakeholders in a dynamic environment.

Requirements

• Bachelors degree
• Minimum of 10 years experience in hospital Operating Rooms/Procedural rooms from a clinical, technology, consultancy or medical device perspective
• Proven track record in leading and developing teams
• Commercial mindset with strong strategic thinking and decision-making skills
• Solid background in implementation and customer success roles
• Ability to communicate and influence effectively across multiple internal teams and customer departments
• Strong project management skills and experience with project management tools
• Ability to travel 25-75% of the time to customer sites
• Ability to work remotely and productively across multiple time zones.

Nice To Haves

• Experience with Healthcare IT
• Experience in driving the adoption of digital technologies in an acute clinical setting
• Track record of working with Customer Success software platforms and data integration projects
• Familiarity with the digital surgery industry and surgical video and live streaming technologies.

Responsibilities

• Develop the strategy for customer success in the US region
• Act as a role model, providing guidance and promoting the development of the US Customer Success team
• Responsible for project status, operational planning and reporting in the region
• Assess project issues and resolutions to meet productivity, quality, and client-satisfaction goals
• Identify, plan and execute improvement plans and establish best practices in alignment with business goals
• Work collaboratively with regional and global leaders to align objectives and drive adoption, retention and expansion of the platform
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem platform and its interaction with clinical workflows
• Take individual responsibility for strategic full-cycle implementations of the Touch Surgery Ecosystem at major hospital systems
• Engage with clinical and administrative stakeholders to foster collaboration and advance project milestones.

Benefits

• Competitive Salary
• Flexible Benefits Package
• Short-term incentive called the Medtronic Incentive Plan (MIP)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees