Principal Customer Engagement Specialist
Principal Customer Engagement Specialist
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Job Description
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
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 Medtronics 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.
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. Youll 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 drivers license is essential for this role which also involves 50-75% amount of travel outside the territory presenting opportunities for broader engagement.
- 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 engagementstrategy.
- 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.
Must Haves
- Bachelors degree required
- Previous minimum experience of 4 years in customer success account management commercial roles or equivalent relevant experience.
Nice to Haves
- 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 50-75% of the time as needed to customer sites.
- 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
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.
The following benefits and additional compensation are available to those regular employees who work 20 hours per week: Health Dental and vision insuranceHealth Savings AccountHealthcare Flexible Spending AccountLife insurance Long-term disability leaveDependent daycare spending accountTuition assistance/reimbursement andSimple Steps (global well-being program).
The following benefits and additional compensation are available to all regular employees:Incentive plans 401(k) plan plus employer contribution and matchShort-term disabilityPaid time offPaid holidaysEmployee Stock Purchase PlanEmployee Assistance ProgramNon-qualified Retirement Plan Supplement (subject to IRS earning minimums) andCapital Accumulation Plan (available to Vice Presidents and above or subject to IRS earning minimums).
Regular employees are those who are not temporary such as interns. Temporary employees are eligible for paid sick time as required under applicable state law and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.
Further details are available at the link below:
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.
If you are applying to perform work for Medtronic Inc. (Medtronic) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County you can findhere a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Required Experience:
Staff IC
Employment Type
Full-Time
