Principal Customer Engagement Specialist - Driving Adoption and Success of Medtronic's Touch Surgery Ecosystem in the US Healthcare Market

Transforming Healthcare Technology with Medtronic

At Medtronic, we're on a mission to alleviate pain, restore health, and extend life. As a global leader in healthcare technology, we're committed to making a meaningful difference in the lives of people around the world. Our team of 90,000 passionate individuals is dedicated to pushing the boundaries of innovation and solving some of the most pressing health challenges facing humanity. As a Principal Customer Engagement Specialist, you'll play a pivotal role in driving the adoption and success of our Touch Surgery Ecosystem in the US healthcare market.

About the Role

As a key member of our Customer Success team, you'll be responsible for managing and growing our customer base in the US. You'll work closely with clinicians, administrators, and other stakeholders to understand their needs, drive customer satisfaction, and maximize the utilization of our Touch Surgery Ecosystem. This is a unique opportunity to make a real impact on the healthcare industry and advance the adoption of cutting-edge medical technologies.

Key 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 that drives customer satisfaction and product adoption.
• 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.
• 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.
• 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.

Essential Qualifications

• Bachelor's degree required.
• Minimum 4 years of experience in customer success, account management, commercial roles, or equivalent relevant experience.
• Strong project management skills and experience with customer success software platforms.
• 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.

Preferred Qualifications

• Business acumen and commercial mindset - track record of driving adoption of digital solutions in the healthcare industry.
• 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 travel 25-75% of the time, as needed, to customer sites.

What We Offer

At Medtronic, we're committed to supporting our employees at every career and life stage. We offer a competitive salary and flexible benefits package, including:

• Health, Dental, and vision insurance.
• Health Savings Account and Healthcare Flexible Spending Account.
• Life insurance and Long-term disability leave.
• Dependent daycare spending account and Tuition assistance/reimbursement.
• Simple Steps (global well-being program).
• Incentive plans and 401(k) plan plus employer contribution and match.
• Paid time off and Paid holidays.
• Employee Stock Purchase Plan and Employee Assistance Program.

Career Growth and Development

At Medtronic, we're committed to helping our employees grow and develop their careers. As a Principal Customer Engagement Specialist, you'll have the opportunity to:

• Develop a deep understanding of the Touch Surgery Ecosystem and the healthcare industry.
• Build working relationships with internal stakeholders and customers.
• Drive customer satisfaction and product adoption.
• Influence and collaborate with the sales team to drive commercial results.
• Participate in industry conferences and events.

Our Culture

At Medtronic, we're committed to creating a culture of belonging and inclusivity. We value diverse perspectives and experiences, and we're dedicated to making a positive impact on our employees, customers, and the communities we serve. Our One Medtronic Mindset defines how we work, with a focus on speed, decisiveness, and delivering results the right way.

Why Join Us?

If you're a motivated and experienced customer engagement professional looking to make a real impact in the healthcare industry, we want to hear from you. As a Principal Customer Engagement Specialist at Medtronic, you'll have the opportunity to drive the adoption and success of our Touch Surgery Ecosystem, work with a talented team of professionals, and be part of a company that's committed to making a meaningful difference in the lives of people around the world.

Apply now and take the first step towards a rewarding and challenging career with Medtronic!