Laboratory Client Support Rep - Syracuse, NY - Medtronic Plc

Description

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.
At Medtronic we are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team Digital Technologies is Medtronic's Business Unit 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 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. 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.
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. 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.
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.
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.
Bachelors degree required and previous minimum experience of 7 years in customer success, account management, commercial roles or equivalent relevant experience or
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 analyse customer data, extract actionable insights, and leverage data to optimize customer engagement strategies.
Ability to travel 25-75% of the time, as needed, to customer sites.
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.
Ability to work remotely and productively for an international company.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
For Office Roles: The employee is also required to interact with a computer, and communicate with peers and co-workers.
Medtronic offers a competitive Salary and flexible Benefits Package. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location.
Health, Dental and vision insurance, Health Savings Account, Healthcare Flexible Spending Account, Life insurance, Long-term disability leave, Dependent daycare spending account, Tuition assistance/reimbursement, and Simple Steps (global well-being program).
Incentive plans, 401(k) plan plus employer contribution and match, Short-term disability, Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program, Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).
Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Our Mission to alleviate pain, restore health, and extend life unites a global team of 95,000+ passionate people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. Learn more about our business, mission, and our commitment to diversity here.
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
If you are applying to perform work for Medtronic, Inc. ("Medtronic") in any position which will involve performing at least two (2) hours of
Medtronic Plc