Principal Customer Success Specialist - UK&I

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

The Digital Technologies Business Unit (DTBU) is implementing cutting-edge AI technology, computer vision, and augmented reality in the operating room (OR) to augment surgical coaching, and eventually, performance. Our goal is to deliver safer surgery around the world. Our Touch SurgeryTM Video solution is 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.

As a Principal Customer Success Specialist , you will take on a pivotal role in advancing our implementation projects. As part of the Customer Success team, your responsibilities will follow the customer journey, including pre-sales, implementation, Go-live and post-Go-live. You'll be a part of a Global team, and a key partner to sales, product and engineering teams.   

Responsibilities may include the following and other duties may be assigned:

• Project manage multiple concurrent full-cycle implementations of Touch Surgery Ecosystem at major hospital systems, ensuring projects are executed on-time and within budget.   

• Engage with clinical and administrative stakeholders and ensure polished communication and collaboration throughout each deployment project with Surgeons, Nurses, OR Managers, Residents, Hospital IT and Biomedical Engineering. 

• 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 future product development.   

• Lead Kickoff and Training Presentations for clinical audiences and provide Go-Live support in the operating room. 

• Test and install our hardware solutions in live operating rooms prior to deployment, including network configuration.  

• Partner with the sales team and project manage and support pre-sales activities, including IT, privacy and cybersecurity reviews, leveraging Medtronic’s expert teams when required. 

• Monitor account health post Go-live and create and execute action plans to increase adoption and prevent account risk.  

Required Knowledge and Experience:

• Bachelor’s degree required.   

• Previous minimum experience of 4 years working in hospital Operating. 

• Rooms/Procedural rooms from either a clinical, technology, consultancy or medical device perspective.   

• Strong project management skills and experience with project management tools are prioritized.  Experience with driving the adoption of digital technologies. 

• Ability to work remotely and productively for an international company spanning multiple time zones across the US and Europe.

• Ability to communicate and influence effectively across multiple internal teams and customer departments.  

• Ability to travel 25-75% of the time, as needed, to customer sites. 

Experience with Healthcare IT is preferred, including network configuration and live streaming technologies. Some technical proficiency is required to understand our products and conduct the required testing with integrated surgical video systems.   

Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

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Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. 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.