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Principal Customer Engagement Specialist
| Company | Medtronic |
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| Location | Columbus, OH, USA |
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| Salary | $112000 – $168000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- Bachelors degree required
- Previous minimum experience of 4 years in customer success, account management, commercial roles or equivalent relevant experience.
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.
- 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.
- 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.
Preferred Qualifications
- Business acumen and commercial mindset – track record of driving adoption of digital solutions in the healthcare industry.
- 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.
- Ability to travel 25-75% of the time, as needed, to customer sites.
- Strong project management skills and experience with customer success software platforms are prioritized.
- 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 work remotely and productively for an international company.
