At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.

A Day in the Life

Position Description

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 sales process and after the product has been deployed into the hospital. The focus of the role is working with clinicians to facilitate product implementation with best practices that include clinical workflow clinical education and 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 serves as the liaison between the customer and the ACM business ecosystem streamlining internal partnerships with Sales Product Management Engineering Services Education and others.

Responsibilities

• Orchestrate overall relationship with assigned clients which will include but is not limited to driving adoption of the HealthCast Services portfolio facilitating retention and enabling product and services renewals.

• In cooperation with the account team you will define key success criteria for deployment education and customer satisfaction. Working with the customer to facilitate a smooth and successful implementation at go-lives and proactively engaging with clinicians after the implementation are essential parts of the role with the goal of helping to ensure customer satisfaction and driving continued clinical adoption of the technology.

• You will work with clients to build customer success plans establishing critical goals that will aid the customer in achieving their objectives. As part of the plan building phase you will proactively schedule and lead customer calls to understand requirements and objectives.

• As part of all assigned customer engagements you will measure monitor and communicate customer achievement of critical and key performance indicators reporting both internally to the sales team and externally to customer sponsors and executives. You will establish a regular cadence (at least biannually) with each assigned client to review executive dashboards program status and clinical outcomes while continuing to assess their ongoing and evolving needs.

• The role requires you to cement yourself as a trusted/strategic advisor to your assigned customers and to demonstrate and promote the continued value of our products and services. You will work cross-functionally with the sales team (Account Executive HealthCast portfolio Zone Director Sales Engineer) to find expansion opportunities for product offerings. Throughout your engagement with your assigned customers you will actively work to identify and/or develop upsell and cross-sell sales and services opportunities.

• Overall you will 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.

• As the voice of your assigned customers you will act as the liaison for technical inquiries issue mitigation and resolution escalations.

• In this role it is critical that you maintain current functional and technical knowledge of ACM products platforms and understand the vision and plan for future technology releases.

Requirements

• 5 years in a related function with direct customer advocacy and engagement experience in post-sales or services functions with healthcare experience

• Since this role is essential to the ACM customer success initiative you will have experience growing customer satisfaction adoption and retention.

• Strong public speaking and excellent presentation skills.

• Ability to drive continuous product value.

• Experience developing product use-cases and workflows with customers.

• Serve as a strong teammate and a self-starter who seeks solutions.

• Since this role is customer facing you will possess 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 still 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.

• Willingness and ability to travel up to 60% (estimated annual average 50%).

Qualifications

• EDUCATION REQUIRED: Bachelors Degree. Advanced degree preferred.
• EXPERIENCE REQUIRED: Nursing or RT.
• High level of proficiency in MS Office applications and platforms required.
• Ability to quickly learn and adopt new technology platforms.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.

We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.

Learn more about our business mission and our commitment to diversity here

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position but they are not an exhaustive list of all the required responsibilities and skills of this position.

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.

Medtronic benefits and compensation plans

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.

Learn more about our business mission and our commitment to diversity here.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local law. In addition Medtronic will provide reasonable accommodations for qualified individuals with disabilities.