Customer Success Manager - I

Medtronic is a global healthcare technology company developing medical technologies that improve patient care. The Customer Success Manager supports the HealthCast intelligent patient manager portfolio by leading implementation, clinical education, customer adoption, utilization, retention, and ongoing customer support. The role also serves as a strategic liaison between customers and internal sales, product, engineering, services, and education teams.

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 craft training plans and work with your assigned customers to educate end user teams on clinical workflows, Medtronic products, as well as implementation Best Practices
• 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

Requirements:

• Registered Nurse or Respiratory Therapist
• 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
• Willingness and ability to travel up to 60% - 70%
• 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 exceptional verbal, written, social, presentation, and interpersonal skills
• Thrive in a multi-tasking environment and with the ability to adjust priorities, seek input and make decisions quickly while still remaining analytical and retaining focus on details
• Technical and problem-solving skills coupled with the ability to guide and/or provide quick resolution to problems
• Prior experience conducting training or workshops for customers and discussing pros/cons of implementing various technologies and clearly explaining business value
• Experience in the enterprise software space
• EDUCATION REQUIRED: Bachelor's Degree
• EXPERIENCE REQUIRED: Registered Nurse or Respiratory Therapist
• High level of proficiency in MS Office applications and platforms required
• Ability to quickly learn and adopt new technology platforms
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required
• Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment
• Advanced degree preferred