Manager, Inside Sales

Manager, Inside Sales - MedTech Surgery

Johnson & Johnson is recruiting for a Manager, Inside Sales to join our MedTech Surgery business located at our Santa Clara, CA site with an alternate location of our Cincinnati, OH site.

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness.

Position Summary

The Manager, Inside Sales - North America will lead the field execution of service selling for the OTTAVA robotic surgical platform. The role serves as the primary service sales interface with North America capital sales leadership and field teams, supports service plan positioning during capital opportunities, and owns the service commercial relationship after sale.

Customer Success Managers own the overall customer relationship, adoption, value realization, customer health, and success planning. Service Sales owns service plan positioning, warranty conversion, renewals, retention, upselling, and service revenue growth. The Manager will work in close coordination with Customer Success Managers to ensure customers receive a cohesive experience and proactive engagement throughout the service lifecycle.

During the initial launch year, the role will be salary-based and measured primarily through operational and commercial-readiness KPIs. Direct service revenue accountability will be introduced as the installed base, pipeline, and service sales organization mature. Over the next two to three years, the Manager will begin hiring and leading Service Sales Representatives and Renewal Specialists.

Key Responsibilities

• Lead Point-of-Sale Service Sales Execution
• Serve as the primary service sales partner to North America capital sales leadership and field selling teams.
• Integrate service support plans into account strategy, opportunity planning, customer proposals, value discussions, and contracting activities.
• Provide direct deal support for initial OTTAVA opportunities, including discovery, service plan positioning, value messaging, objection handling, and negotiation coordination.
• Drive early and consistent engagement of Service Sales within the capital opportunity lifecycle.
• Build Capital Sales Partnerships
• Build trusted relationships and shared accountability with capital sales leaders, account executives, and field teams.
• Coach capital sellers on the OTTAVA service value proposition, customer qualification, service plan differences, commercial handoffs, and engagement expectations.
• Deliver field enablement developed in partnership with the Sr. Manager, Service Sales Enablement & Operations.
• Collect field feedback and communicate opportunities to improve tools, processes, pricing, offerings, and customer messaging.
• Own the Service Commercial Relationship
• Build service-focused relationships with customer stakeholders across clinical, operational, biomedical engineering, procurement, finance, and executive leadership.
• Understand customer service priorities, operational needs, service buying/renewal processes, decision criteria, and future requirements.
• Own commercial discussions related to service plans, warranty conversion, renewals, retention, and upsell opportunities.
• Coordinate commitments with Service Operations and internal partners to ensure the proposed solution is deliverable and aligned with approved terms.
• Drive Warranty Conversion and Renewals
• Own execution of the warranty-to-service conversion and renewal pipeline, including account plans, outreach, customer discussions, timing, risk identification, and escalation.
• Maintain accurate visibility to warranty expirations, contract status, renewal dates, customer decisions, next actions, and commercial risks.
• Partner with Customer Success Managers to connect realized value, customer health, and success-plan outcomes to renewal readiness.
• Develop account-specific retention and save plans for at-risk conversions or renewals.
• Deliver Upsell and Account Growth
• Identify opportunities to move customers to higher-value service plans, multi-year agreements, expanded coverage, or additional service solutions.
• Develop account growth plans with Customer Success Managers and capital sales account teams.
• Execute approved pricing and negotiation guardrails and coordinate exceptions through established approval pathways.
• Build a qualified service revenue pipeline that supports future growth targets.
• Own Pipeline and Field Forecasting
• Own the accuracy and completeness of field pipeline, warranty conversion, renewal, upsell, and revenue forecast inputs.
• Lead account and pipeline reviews; identify risks, dependencies, and actions required to achieve commercial objectives.
• Use dashboards and reporting established by the Sr. Manager, Service Sales Enablement & Operations to guide priorities and improve execution.
• Provide transparent performance updates and escalate risks that could affect customer retention or revenue realization.
• Build and Lead the Future Service Sales Team
• Define practical field coverage needs and provide input to the hiring profile for future Service Sales Representatives and Renewal Specialists.
• Begin recruiting, onboarding, coaching, and performance management as headcount is approved and the installed base grows.
• Establish clear account ownership, territory coverage, team operating rhythms, and expectations for customer engagement and pipeline discipline.
• Build a collaborative, customer-focused, accountable service sales culture.
• Lead Cross-Functional Customer Execution
• Partner closely with Customer Success, Service Operations, Capital Sales, Commercial Operations, Marketing, Finance, Legal, Contracting, Quality, and IT.
• Capture Voice of Customer and competitive insights and share them with the Sr. Manager, Service Sales Enablement & Operations and other stakeholders for analysis and improvement.
• Resolve or escalate customer, contracting, operational, system, or process barriers that could affect the customer experience or commercial outcomes.
• Conduct all activities in accordance with applicable quality, regulatory, privacy, legal, and Health Care Compliance requirements.

Qualifications

• Bachelor's degree required; advanced degree or relevant commercial certification preferred.
• Minimum of 6-8+ years of progressive experience in medical device, capital equipment, healthcare services, service sales, customer success, or a related commercial field.
• Experience supporting complex sales cycles and working with health systems, IDNs, hospital stakeholders, and field sales organizations.
• Demonstrated success building customer relationships, managing commercial pipelines, negotiating service agreements, and coordinating renewals or lifecycle revenue.
• Ability to establish credibility with commercial leaders and influence execution in a highly matrixed organization.
• People leadership, team start-up, hiring, coaching, or capability-building experience preferred.
• Experience in surgical robotics, capital medical technology, or service contract sales preferred.
• Ability to travel up to 50% (globally & internationally, as needed).

Benefits Summary:

• Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible to participate in the Company's long-term incentive program.
• Employees are eligible for the following time off benefits:
• Vacation – up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year
• Holiday pay, including Floating Holidays – up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year

Required Skills:

Preferred Skills:

Business Development, Coaching, Data Analysis, Data Reporting, Financial Forecasting, Industry Analysis, Interpersonal Influence, Organizing, Process Improvements, Relationship Building, Revenue Management, Sales Projections, Sales Training, Solutions Selling, Sustainable Procurement, Technical Credibility, Vendor Selection

The anticipated base pay range for this position is :

$118,000.00 - $203,550.00

Additional Description for Pay Transparency:

The Company maintains highly competitive, performance-