Medtronic

Customer Engagement Manager

Medtronic

full-time

Posted on:

Location Type: Remote

Location: New York • Pennsylvania • United States

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Salary

💰 $107,200 - $160,800 per year

Tech Stack

Go

About the role

  • Design and implement a scalable customer engagement strategy for the US market
  • Build and develop a team of customer engagement specialists, while managing own strategic accounts
  • Build and refine process, reporting, software tools and interface with other teams to enable successful execution of engagement with the live customer base
  • Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn
  • 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
  • Supports and manages various components of the customer lifecycle (such as, the pre-sales process, set-up, onboarding and training, onsite engagement, technical support, customer renewals, product improvements, up- and cross-selling and coaching of the commercial team) to maintain customer loyalty and satisfaction
  • Tracks customer performance, maintains customer engagement, acts as a consultant, and deploys strategies so product value can be harnessed to the maximum while enabling customer goal achievement

Requirements

  • Bachelor’s degree with 5+ years of experience in customer success, account management, commercial roles or equivalent relevant experience
  • An advanced degree with 3+ years of experience in customer success, account management, commercial roles or equivalent relevant experience
  • 7+ years of experience in customer success, account management, commercial roles or equivalent relevant experience (Nice to Haves)
  • Business acumen and commercial mindset - track record of driving adoption of digital solutions in the healthcare industry
  • Evidence of building and developing teams
  • 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 /acute clinical area from either a clinical, technology, consultancy or medical device perspective
  • Technical proficiency is required to understand our products and industry
  • Ability to work remotely and productively for an international company
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 & Tools
customer engagement strategydata analysisproject managementcustomer success softwareproduct operationtroubleshootingdigital solutionscustomer lifecycle managementaccount managementcommercial roles
Soft Skills
relationship managementcommunicationinfluencecollaborationteam buildingcustomer satisfactionconsultative skillsstrategic thinkingproblem-solvingadaptability
Certifications
Bachelor’s degreeadvanced degree