Intuitive Surgical Careers

Customer Success Engagement Manager - Los Angeles, Bay Area, Houston, NY, and West Virigina

US-CA-Sunnyvale, California; Houston, Texas; Los Angeles, California; New York, New York; Charleston, West Virginia
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 190480


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Our Company:

The idea of surgical robotics was little more than a curiosity until 1999, the year Intuitive Surgical introduced the da Vinci® Surgical System. Today, Intuitive Surgical is the global leader in the rapidly emerging field of robotic-assisted minimally invasive surgery, helping surgeons offer their patients minimally invasive surgery more often and with better outcomes then conventional approaches for those patients who can benefit from it. As our company has grown in product reach and geography, our opportunity is to improve our customer’s experience and our business operations to meet the accelerating challenges of future globalization and competition.

Primary Function of Position:

The Customer Success Engagement Manager is a field-based role and is responsible for working with customers to implement an Intuitive Enterprise Solution Program using our Customer Success Account Management Framework. Activities focus on program management for operational engagement of our da Vinci Surgery program and includes managing alignment with customer goals, overseeing the evaluation of “as-is” customer processes and workflow at hospital site, deployment of the prescriptive solution plan, and are responsible for monitoring defined success measures, and reporting of progress for both customer and Intuitive.

Roles and Responsibilities:

• Program Management, planning and governance of the Intuitive Enterprise program implementation, including timeline, solutions and key commitments
• Change Management, drive transformational change by understanding customer needs and coordinating Intuitive shared services resources for a seamless integration of Intuitive Enterprise Solutions
• Work cross-functionally with internal teams to drive implementation of Intuitive Solutions including customer onboarding, customer training, OR workflow and sterile reprocessing optimization, and digital solutions
• Reinforce strategic learnings from Intuitive Solutions with Hospital staff and executives
• Ascertain and mange customer success criteria for Intuitive Enterprise program, manage risk and issues associated to the approved timeline
• Manage internal communication to include customer success, commercial leadership, and consulting along with key hospital stakeholders for IE program
• Present to key Hospital stakeholders for Intuitive Enterprise Program and help drive customer understanding of program deliverables
• Monitor customer performance and attend customer steering committee meetings to support onboarding of program and highlight monthly progress
• Identify program gaps and refocus customer engagement to create longevity and success of program
• Support creation of support materials and tools to implement program


Skill/Job Requirements: 

• Bachelor’s Degree required, MBA preferred or 10-15 years related job experience
• Experience with healthcare, hospital technology or medical device required
• Teaching or educator background a plus
• Highly organized, with program management skills including conflict management and resolution
• Seasoned in driving change management and influencing new process and integration
• Lean Six Sigma training or Project Management Certification preferred
• Comfortable with presenting for C-level participants
• Very strong computer skills: understanding of MS Office Suite,,
• Excellent verbal phone skills and written communication skills
• Positive attitude, self-motivated, ability to independently work in a dynamic, fast paced changing environment
• Ability to demonstrate creative thinking to drive continuous improvement and problem solving
• Must be able to manage multiple priorities with flexibility and have a strong commitment to customer service
• Experience with ground level business development and/or small team experience is highly valued
• Ability to travel up to 75%, which may include overnight and/or weekend travel

We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.