We anticipate the application window for this opening will close on - 15 Aug 2025

 

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.

A Day in the Life

POSITION DESCRIPTION:

The Senior Customer Success Manager will be a key member of the Medtronic RST Customer Success and Field Service Organization.  The Senior Program Manager will support the establishment of Customer Success initiatives, inclusive of process, metrics, and communication in U.S.  This position will partner closely with our Sales, Marketing, Start-Up Specialist, Training, Field Service and other cross functional teams to ensure robust processes and plans are in place to ensure that each customer achieves the goals for their robotic programs with Hugo RAS™ system.

____________________________________________________________________________

POSITION RESPONSIBILITIES:

• 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.

___________________________________________________________________________

EDUCATION REQUIRED: 

• Bachelor’s Degree in science, business, or other relevant disciplines

YEARS OF EXPERIENCE:  

• 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

REQUIRED:  

• 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

_______________________________________________________________________

PREFERRED QUALIFICATIONS: 

• Master’s Degree in Business Administration (MBA)
• Independent thinker with the ability to take both a commercial and operational view of complex situations
• Ability to solve highly complex problems across multiple business functions

____________________________________________________________________________

PHYSICAL JOB REQUIREMENTS:

Physical capabilities to perform the job:

• The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to be independently mobile.  The employee is also required to use a computer and communicate with peers and co-workers via a variety of