Principal Customer Engagement Specialist - Digital Technologies

About the role

We are seeking a Customer Engagement Specialist to join our Customer Success team. This is a remote position not located at a physical Medtronic site, but requires residing within the territory and driving to multiple accounts throughout the region. The ideal candidate will have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups.

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.

Requirements

• Bachelor's Degree with 7+ years of relevant experience OR Advanced Degree with 5+ years of relevant experience.
• 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.
• Must be able to work remotely and productively for an international company.

Qualifications

• Must have a valid driver's license.

Skills

• Positive attitude.
• Strong project management skills.
• Effective communication skills.
• Ability to analyze customer data and extract actionable insights.
• Experience in customer success, account management, or commercial roles.
• Experience in the Operating Room from a clinical, technology, consultancy, or medical device perspective.
• Technical proficiency in understanding Medtronic products and industry.

Benefits

Competitive Salary and flexible Benefits Package including 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, and Simple Steps (global well-being program).