Customer Success Program Manager

Job Description

Primary Function of Position:

The Customer Success Program Manager is responsible for guiding the UK customers toward long-term operational success by increasing efficiencies through onboarding, educating on best practices. S/He will help customers become self-sufficient by using Intuitive’s digital tools and resources. In addition to these significant customer-facing activities, the Customer Success Program Manager plays an active role in internal customer advocacy, driving transparency with cross-functional teams, connecting internal and external touchpoints and monitoring outcomes to ensure long-term success for our customers.  

Roles and Responsibilities:

• Manage the successful onboarding process for selected Intuitive customers by ensuring they are leveraging all services and resources effectively throughout the customer lifecycle.
• Become an expert of the Intuitive Ecosystem offerings and services so as to provide relevant solutions to fit the different Hospital stakeholders’ unmet needs
• Ensure cross-functional collaboration for proactive support of the Tier 1 Accounts through interactions with the Leadership Team, Sales, Marketing, Contract & Tenders Department, Finance, Field Services Engineers, SRS, Genesis, etc…
• Monitor outcomes to ensure long-term success for our customers and prevent potential bottlenecks impacting on the overall hospitals’ performance.
• Serves as an advocate, championing customer needs and collaborating with internal teams to ensure resolution of challenges
• Support customers to reach key milestones and business outcomes by monitoring program utilization to identifying risks and improvement opportunities.
• Utilize Customer Success business systems to track, maintain and schedule all customer interactions, to ensure all customer milestones are being met, and provide visibility to Sales and Shared Services
• Monitor customer Health dashboard and coordinate actions with key stakeholders.
• Coordinate the activities with internal teams, including sales, Marketing, Contract & Tender, training, SRS, Genesis, Account Receivable, field service and digital services. Identify areas of improvement and potential bottlenecks.
• Help to identify process improvements that enhance operational efficiencies at customer site. Ensure constant alignment with customers by conducting regular touchpoints and quarterly/strategic business reviews
• Internal support lead for customers and Intuitive resources for new product launches and robotic program implementation.
• Educate Intuitive Sales and shared services teams on available resources and best practices.

Qualifications

Required Knowledge, Skills, and Experience:

• Bachelor’s degree or relevant work experience is required.
• 5-10 years. of experience in account management, sales, marketing or a similar Customer Success role, in the medical device or healthcare industry.
• Experience with the Da Vinci system is a must have.
• Natural ability to build strong relationships, maintain a positive attitude and has the ability to think strategically.
• Project Management and Process Improvement skills.
• Comfortable working within a matrix environment and influence management.
• Demonstrated ability to work cross-functionally.
• Excellent oral and written communication skills and proficient in creating and delivering effective presentations.
• Natural ability to build strong relationships, maintain a positive attitude and be self-motivated. 
• Excellent interpersonal skills, with sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals. Comfort working with both internal and external customers. 
• Proactive analytic skills and a passion for problem solving.
• Ability to think strategically and use good judgement.
• Ability to work independently in a dynamic in a fast-paced environment.
• Enjoys playing an active role in internal customer advocacy.
• Experience in MS Office Suite required. Working knowledge of SAP ERP and CRM systems, Salesforce.com and Gainsight a plus.
• Occasional travel may be required.

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Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.