Principal Customer Engagement Specialist

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Oversee account health following Go-live, devising and implementing action plans to enhance adoption, optimize platform usage, and mitigate churn.

• Collaborate in the development of a scalable strategy for customer engagement.

• Engage in interactive relationship management with the active customer base, enhancing customer satisfaction while fostering product adoption, retention, renewal, and growth.

• Examine, present, and discuss data insights with clinicians and administrators, demonstrating an understanding of their operational and clinical objectives.

• Influence and work alongside the broader Medtronic sales team to bolster confidence in the Touch Surgery Ecosystem technology and drive commercial success.

• Lead customer business reviews by engaging clinical and administrative stakeholders, ensuring effective communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents, and Hospital IT.

• Cultivate and sustain a comprehensive understanding of the Touch Surgery Ecosystem, building collaborative relationships with internal product and engineering teams to integrate real-world client feedback into product development.

• Identify and discuss new product use cases with hospital stakeholders (both clinical and managerial) that align with customer requirements, as well as feature developments for new products.

• Develop and maintain a profound understanding of the Touch Surgery Ecosystem and its integration with clinical workflows.

• Reinforce product training and introduce new features and upgrades to the clinical teams.

• Handle product operations and troubleshooting, supported by our expert technical teams.

• Enhance implementation capacity and support the Go-Live of our technologies for selected projects, assisting the Implementation team.

⛳️ Requirements

• Bachelor's Degree with over 7 years of relevant experience OR an advanced degree with more than 5 years of relevant experience.

• Minimum of 4 years of prior experience in customer success, account management, commercial roles, or equivalent relevant fields.

• Strong business acumen and a commercial mindset, with a proven history of promoting the adoption of digital solutions within the healthcare sector.

• Excellent communication and influencing skills across multiple internal teams and customer departments.

• Ability to analyze customer data, derive actionable insights, and utilize data to enhance customer engagement strategies.

• Strong project management capabilities and experience with customer success software platforms are highly valued.

• Robust experience in the Operating Room from a clinical, technology, consultancy, or medical device perspective.

• Technical proficiency is essential for understanding our products and the industry.

• Capability to work remotely and efficiently for an international organization.

• For degrees obtained outside the United States, a degree that meets the criteria of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

🏝️ 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 with employer contribution and match.

• Short-term disability.

• Paid time off.

• Paid holidays.

• Employee Stock Purchase Plan.

• Employee Assistance Program.

• Non-qualified Retirement Plan Supplement (subject to IRS earning minimums).

• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).