Principal Customer Engagement Specialist - Midwest Region

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 reside in Chicago, IL or Central OH.

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

• Positive attitude.
• Strong project management skills.
• Effective communication to various stakeholder groups.
• Adaptable to change in a dynamic environment.

Skills

• Customer Relationship Management (CRM).
• Project Management.
• Data Analysis.
• Communication Skills.
• Leadership.
• Technical Proficiency.

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).