Medtronic
Principal Customer Success Specialist - UK&I
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Principal Customer Success Specialist - UK&I
Principal Customer Success Specialist – Digital Technologies Business Unit (DTBU) @ Medtronic
About the Role
Medtronic, a global leader in healthcare technology, supports a Mission to alleviate pain, restore health, and extend life. With over 95,000 employees across 150+ countries, we equip 72+ million patients annually with cutting-edge medical innovations. Join us to shape the future of healthcare—building a career grounded in purpose, growth, and impact.
Our Digital Technologies Business Unit (DTBU) is pioneering revolutionary advancements in artificial intelligence, computer vision, and augmented reality, transforming surgical coaching and procedure performance. One impactful solution, Touch Surgery™, is an OR video management and analytics platform that empowers surgeons, trainees, and healthcare teams with post-surgery insights via DS1 Computer, our first OR device.
As a Principal Customer Success Specialist, you’ll play a critical role in driving implementation excellence, advising on adoption, and ensuring seamless integration across major hospital systems worldwide.
Responsibilities
Key duties may include:
- Project Management: Lead multiple concurrent full-cycle implementations of the Touch Surgery Ecosystem, guaranteeing adherence to timelines and budgets.
- Stakeholder Collaboration: Engage with clinical leaders (surgeons, nurses, residents) and operational teams (IT, biomedical engineering) to align deployment strategies.
- Technology Advocacy: Foster deep product expertise, addressing real-world client feedback to enhance future product iterations.
- Training & Rollout: Deliver kickoff presentations and training sessions to clinical audiences, with hands-on Go-Live support in operating theaters.
- Hardware Deployment: Execute network configurations and in-room testing of medical imaging hardware before live deployments.
- Pre-Sales Coordination: Work directly with sales teams, overseeing IT/privacy evaluations and cybersecurity reviews.
- Customer Health: Monitor account performance post-launch, identifying risks and crafting adoption action plans.
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Requirements
- Education: Minimum bachelor’s degree.
- Experience in Healthcare: 4+ years in hospital Operating Rooms (OR) or procedural areas, with a background in:
- Clinical workflow, tech consultancy, or medical device support.
- Ability to bridge business/practical deployment needs for surgical technologies.
- Project Leadership: Proven skills in managing customer implementations, combined with expertise in metaplan (@Medtronic typically uses Hexagon One).
- Follow Through: Strong experience guiding adoption of cutting-edge digital innovation.
- Location Flexibility: Must be, or willing to operate in the London-centric US and EU time zones without being physically present.
- Travel Preparedness: Expect 25–75% business travel for hands-on installations and stakeholder engagements.
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Preferred experience:
- Healthcare IT specialties, including network expansion and live-streaming tech (e.g., medallusion workbenches).
Physical Needs: Fundamental ability to travel, collaborate, and support deployments on-site.
Living the Medtronic Difference
We are assured that our success reflects the contributions of our people—empowered by the vision of noteworthy growth and societal impact.
- Competitive Compensation: ICON Structured Reward United Kingdom: £62,400 – £93,600 per annum
- Medtronic Incentive Plan (MIP): Eligible for short-term bonuses.
- Benefits: Extend from Just-In-Time Wellbeing to lifelong education, providing you the means to thrive at every career stage.
Important Security Notice
Medtronic adheres strictly to standardised recruitment practices. To safeguard against phishing:
- Always apply via authentic Medtronic channels.
- Official communications align with Medtronic-recognized email domains @medtronic.com.
- Beware of suspicious emails—Medtronic will never request payment or sensitive financial/personal details upfront.
- For inquiries concerning legitimacy, contact: AskHR@medtronic.com
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