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About the Role

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. You'll be a part of a Global team, and a key partner to sales, product and engineering teams.

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

• Must have a Bachelors Degree with 7+ years of relevant experience OR An advanced degree with 5+ years of relevant experience.
• Ability to work remotely and productively for an international company.
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.
• For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

Skills

• Positive attitude
• Strong project management skills
• Effective communicator to various stakeholder groups
• Ability to adapt to change in a dynamic environment
• Business acumen and commercial mindset
• 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

Location

• North East Region
• Remote

Work Type

• Remote
• Field based

Experience Level

• 7+ years of relevant experience with a Bachelors Degree
• 5+ years of relevant experience with an advanced degree
• 4 years of experience in customer success, account management, commercial roles or equivalent relevant experience

Education Level

• Bachelors Degree
• Advanced degree

Salary/Compensations

• $112,000.00 - $168,000.00

Benefits

• 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
• Simple Steps (global well-being program)
• Incentive plans
• 401(k) plan plus employer contribution and match
• Short-term disability
• Paid time off
• Paid holidays
• Employee Stock Purchase Plan
• Employee Assistance Program
• Non-qualified Retirement Plan Supplement
• Capital Accumulation Plan

About the Company

• At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all.
• Digital Technologies is Medtronic’s 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.
• 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 95,000+ 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.
• We change lives.
• Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes.
• Our industry leadership comes from the passion and ingenuity of our people.
• Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.
• We build extraordinary solutions as one team.
• With one Medtronic Mindset defining how we work.
• Speed and decisiveness run through our DNA.
• Diverse perspectives inspire our bold answers to any challenge that comes our way.
• And we deliver results the right way, breakthrough after patient breakthrough.
• This life-changing career is yours to engineer.
• Experiences that put people first.
• Respect for people is the hallmark of our humanity.
• It fuels our team to positively impact even a single life.
• And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.
• Life-transforming technologies.
• No matter your role, you contribute to technologies that transform lives.
• What we build empowers patients to live life on their terms.
• Better outcomes for our world.
• Here, it’s about more than the bottom line.
• Our Mission to improve human welfare drives us.
• We advance healthcare, society, and equity with every design, inside and outside our walls.
• Insight-driven care.
• Fresh viewpoints.
• Cutting-edge AI, data, and automation.
• You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care.

Equal Opportunity

• 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.
• 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.
• This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.