Customer Success Manager – AI SaaS
Toma
Senior Customer Success Manager – Robotic Surgical Technologies
Medtronic
full-time
Posted on:
Location Type: Remote
Location: Remote • Connecticut, Massachusetts, Rhode Island • 🇺🇸 United States
Visit company websiteSalary
💰 $143,200 - $214,800 per year
Job Level
Senior
About the role
- Enable onboarding of customers and drive successful adoption of Hugo RAS™.
- Establish and utilize customer success business systems to monitor account performance and trends, and provide data-driven insights to the commercial teams.
- Establish strategic Hugo™ RAS Program reviews with customers and Medtronic teams as necessary to review the customers robotic surgery programs and to gauge the success of these programs.
- Advocate on the behalf of the customer to ensure they are receiving the right level of support from Medtronic and to ensure that challenges at the accounts are resolved.
- Coordinate the activities with internal stakeholders to ensure customer needs are met and the customer experience is optimal.
- Support customers toward long term operational success by increasing efficiencies through workflow or configuration improvements and other MDT services.
- Help customers navigate best practices, product update details and Medtronic resources which are available to support Hugo™ RAS programs.
- Cultivate strong relationships with key hospital personnel to drive continued value of all available Hugo services and to ensure understanding of their goals and requirements for a successful robotic surgery program.
- Improve existing processes to streamline the customer success and customer experience programs.
- Maintain a deep understanding of the Hugo™ RAS system and relevant products from the broader Medtronic Surgical portfolio.
- Collaborate with cross-functional teams to integrate customer success into US marketing and training initiatives.
Requirements
- Bachelor’s Degree in science, business, or other relevant disciplines
- 10+ years of Clinical Sales, Marketing, Strategy or Business Development in a highly regulated industry (Medical Device, Aerospace, etc.)
- 7+ years of experience working in the medical device industry in a role that interacted with teams in Operating Room and influenced hospital management
- Expert knowledge of Microsoft Project and Microsoft Office tools
- Expertise in Data visualization and insight sharing with customers and internal stakeholders
- Experience in medical device commercialization efforts (sales, marketing, service) having managed products or services used in the operating room
- Strong communication, analytical and presentation skills
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 (subject to IRS earning minimums)
- Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data visualizationcustomer success systemsmedical device commercializationworkflow improvementsconfiguration improvementsaccount performance monitoringstrategic program reviewsoperating room interactionanalytical skillspresentation skills
Soft skills
communicationrelationship buildingadvocacycollaborationproblem-solvingorganizational skillscustomer advocacyinsight sharinginfluencingcustomer experience improvement
