Intuitive is looking for a Customer Success Program Manager to guide our UK customers toward long-term operational success. In this role, you will increase customer efficiencies through effective onboarding and education on best practices, helping them become self-sufficient with Intuitive's digital tools. You will also play an active role in internal customer advocacy and cross-functional collaboration.
What You'll Do
- Manage the successful onboarding process for selected customers, ensuring they leverage all services and resources effectively throughout their lifecycle.
- Become an expert in the Intuitive Ecosystem to provide relevant solutions for different hospital stakeholders' unmet needs.
- Ensure cross-functional collaboration for proactive support of Tier 1 Accounts through interactions with Leadership, Sales, Marketing, Contract & Tenders, Finance, Field Services Engineers, SRS, Genesis, and other teams.
- Monitor outcomes to ensure long-term customer success and prevent bottlenecks impacting overall hospital performance.
- Serve as an advocate for customer needs, collaborating with internal teams to ensure challenge resolution.
- Support customers in reaching key milestones and business outcomes by monitoring program utilization to identify risks and improvement opportunities.
- Utilize Customer Success business systems to track, maintain, and schedule customer interactions, ensure milestones are met, and provide visibility to Sales and Shared Services.
- Monitor the customer Health dashboard and coordinate actions with key stakeholders.
- Coordinate activities with internal teams including sales, marketing, contract & tender, training, SRS, Genesis, account receivable, field service, and digital services.
- Help identify process improvements that enhance operational efficiencies at customer sites.
- Ensure constant alignment with customers through regular touchpoints and quarterly/strategic business reviews.
- Act as 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.
What We're Looking For
- A Bachelor’s degree or relevant work experience.
- 5-10 years of experience in account management, sales, marketing, or a similar Customer Success role within the medical device or healthcare industry.
- Experience with the Da Vinci system is a must.
- Natural ability to build strong relationships, maintain a positive attitude, and think strategically.
- Project Management and Process Improvement skills.
- Comfortable working within a matrix environment and influencing management.
- Demonstrated ability to work cross-functionally.
- Excellent oral and written communication skills and proficiency in creating and delivering effective presentations.
- Excellent interpersonal skills, with sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals.
- Proactive analytic skills and a passion for problem solving.
- Ability to think strategically and use good judgement.
- Ability to work independently in a dynamic, fast-paced environment.
- Enjoys playing an active role in internal customer advocacy.
- Experience in MS Office Suite is required.
- Occasional travel may be required.
Nice to Have
- Working knowledge of SAP ERP and CRM systems, with Salesforce.com and Gainsight being a plus.
Technical Stack
- MS Office Suite
- SAP ERP
- CRM systems
- Salesforce.com
- Gainsight
Team & Environment
You will work within a matrix environment, collaborating cross-functionally with the Leadership Team, Sales, Marketing, Contract & Tenders, Finance, Field Services Engineers, SRS, Genesis, and other groups.
Work Mode
This is a remote position based in the UK.
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 by applicable laws.
