Principal Customer Engagement Specialist – Touch Surgery Ecosystem, Digital Technologies

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

📋 Description

• Oversee customer engagement initiatives across active accounts.

• Cultivate relationships with surgeons, nurses, operating room leaders, administrators, residents, information technology teams, and executive stakeholders.

• Enhance adoption and utilization by aligning Digital Technologies solutions with clinical workflows, operational priorities, and organizational goals.

• Evaluate customer usage data and convert insights into actionable plans to boost adoption, retention, and account growth.

• Conduct customer business reviews and present outcomes, opportunities, and performance metrics to hospital stakeholders.

• Collaborate with Sales teams to pinpoint expansion opportunities within existing health systems and support commercial objectives.

• Work with Product and Engineering teams to gather customer feedback, workflow requirements, and enhancement opportunities.

• Provide product training, promote feature adoption, and assist with operational troubleshooting alongside technical teams.

• Support implementation and go-live activities for assigned projects as necessary.

• Assist hospitals and health systems utilizing Digital Technologies, including video management, data analytics, artificial intelligence, surgical education, and Touch Surgery platforms.

• Travel over 75% within the Midwest territory.

⛳️ Requirements

• Bachelor's degree with over 7 years of experience OR advanced degree with more than 5 years of experience in healthcare technology, medical devices, clinical operations, perioperative services, customer engagement, or account management.

• Experience in operating room, procedural, or surgical care settings.

• Proven experience engaging clinical, operational, administrative, and information technology stakeholders across hospital or health system organizations.

• Willingness to travel over 75% within the designated territory and ability to work remotely within the Midwest region.

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

• Preferred: experience facilitating technology adoption within large health systems or integrated delivery networks.

• Preferred: experience maneuvering through complex hospital decision-making structures and multi-stakeholder healthcare environments.

• Preferred: experience in operating room services from a clinical, healthcare technology, consulting, or medical device perspective.

• Preferred: experience leading customer-facing workflow optimization, change management, or digital health initiatives.

• Preferred: technical proficiency in supporting software, digital health, or connected medical technology platforms.

• Preferred: experience presenting business, operational, or clinical insights to healthcare stakeholders.

• U.S. work authorization requirements apply.

🏝️ Benefits

• Competitive salary.

• Flexible benefits package.

• Health insurance.

• Dental insurance.

• 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.

• Temporary employees: paid sick time as required under applicable state law.

• Temporary employees: Employee Stock Purchase Plan.