Principal Customer Engagement Specialist - Midwest Region

Customer Engagement Specialist

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

We are seeking a committed professional to join our team. While this is a remote position not located at a physical Medtronic site, the candidate hired will be required to reside within the territory and drive to multiple accounts throughout the region. A valid driver's license is essential for this role.

Medtronic Digital Technologies is implementing cutting-edge AI technology, computer vision, and augmented reality to the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world. Our Touch Surgery Ecosystem includes an innovative video management and data analytics platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery. The device uses advanced AI algorithms that enable automatic processing and uploading of videos. Our surgical training platform is the award-winning Touch Surgery application that provides safe and accessible training for surgeons and other healthcare professionals. Our newly launched Touch SurgeryTM Livestream platform brings the best surgical practices directly to surgical teams, no matter where they are, creating an immersive learning environment that transcends physical boundaries.

As we expand our solutions in the Americas region, this is an exciting opportunity to join the company. As a Customer Engagement Specialist, you will take on a pivotal role in advancing our customer base in the US. As part of a Customer Success team, your responsibilities will follow the customer journey, with responsibility for the Live accounts within your region. You'll be a part of a Global team, and a key partner to sales, product and engineering teams.

In order to be the perfect candidate, you need to have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups, being able to adapt to change in a dynamic environment.

Territory: This role will support the Midwest Region to support the Digital Technologies business / this is a field based role that will require 75%+ travel / ideal candidate location: Chicago, IL or Central OH

You Will:

• 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.
• 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.

Must Haves

• Bachelors Degree with 7+ years of relevant experience

OR

• An advanced degree with 5+ years of relevant experience

Nice to Haves

• Previous minimum experience of 4 years in customer success, account management, commercial roles or equivalent relevant experience.
• 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.
• 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

Join us in our mission to alleviate pain, restore health, and extend life—where your unique background and perspective are valued.