We anticipate the application window for this opening will close on - 27 Jun 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

As part of the Medtronic Acute Care and Monitoring (ACM) business, the Customer Success Manager (CSM), supports the HealthCast™ intelligent patient manager portfolio as part of the HealthCast™ Services team.  The CSM provides clinical leadership, planning and oversight during the sales process and after the product has been deployed into the hospital.  The focus of the role is working with clinicians to facilitate product implementation with best practices that include clinical workflow, clinical education and ongoing clinical support. The CSM is responsible for promoting and supporting customer adoption, utilization and retention. The CSM is the key partner helping our valued customers achieve their strategic objectives and derive maximum value from their investment. Additionally, the CSM serves as the liaison between the customer and the ACM business ecosystem, streamlining internal partnerships with Sales, Product Management, Engineering, Services, Education, and others.

Responsibilities

• Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption of the HealthCast™ Services portfolio, facilitating retention, and enabling product and services renewals.

• In cooperation with the account team, you will define key success criteria for deployment, education, and customer satisfaction. Working with the customer to facilitate a smooth and successful implementation at go-lives and proactively engaging with clinicians after the implementation are essential parts of the role, with the goal of helping to ensure customer satisfaction and driving continued clinical adoption of the technology.

• You will work with clients to build customer success plans, establishing critical goals that will aid the customer in achieving their objectives. As part of the plan building phase, you will proactively schedule and lead customer calls to understand requirements and objectives.

• As part of all assigned customer engagements, you will measure, monitor and communicate customer achievement of critical and key performance indicators, reporting both internally to the sales team and externally to customer sponsors and executives. You will establish a regular cadence (at least biannually) with each assigned client, to review executive dashboards, program status, and clinical outcomes while continuing to assess their ongoing and evolving needs.

• The role requires you to cement yourself as a trusted/strategic advisor to your assigned customers and to demonstrate and promote the continued value of our products and services. You will work cross-functionally with the sales team (Account Executive, HealthCast™ portfolio Zone Director, Sales Engineer) to find expansion opportunities for product offerings.  Throughout your engagement with your assigned customers, you will actively work to identify and/or develop upsell and cross-sell sales and services opportunities.

• Overall, you will act as the voice of customer to advocate for solutions to meet their needs and address issues. This may include working with Medtronic ACM Technical Support, Product Management, Marketing, R & D, or other departments to cross-functionally and program-manage concerns.

• As the voice of your assigned customers, you will act as the liaison for technical inquiries, issue mitigation and resolution escalations.

• In this role, it is critical that you maintain current functional and technical knowledge of ACM products platforms and understand the vision and plan for future technology releases.

Requirements

• RN or RT in hospital setting with 5+ years in a related function with direct customer advocacy and engagement experience in post-sales or services functions with healthcare experience

• Since this role is essential to the ACM customer success initiative, you will have experience growing customer satisfaction, adoption, and retention.

• Strong public speaking and excellent presentation skills.

• Ability to drive continuous product value.

• Experience developing product use-cases and workflows with customers.

• Serve as a strong teammate and a self-starter who seeks solutions.

• Since this role is customer facing, you will possess exception