IT Program Manager

Overview

As part of the Medtronic Acute Care and Monitoring (ACM) business, the Customer Success Manager (CSM) supports the Health Cast™ intelligent patient manager portfolio as part of the Health Cast™ Services team. The CSM provides clinical leadership, planning and oversight during the sales process and after the product has been deployed into the hospital. The focus of the role is working with clinicians to facilitate product implementation with best practices that include leading clinical workflow discussions, leading clinical education, and providing ongoing clinical support.

The CSM is responsible for promoting and supporting customer adoption, utilization and retention. The CSM is the key partner helping our valued customers achieve their strategic objectives and derive maximum value from their investment. Additionally, the CSM serves as the liaison between the customer and the ACM business ecosystem, streamlining internal partnerships with Sales, Product Management, Engineering, Services, Education, and others.

• Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption of the Health Cast™ Services portfolio, facilitating retention, and enabling product and services renewals.
• In cooperation with the account team, define key success criteria for deployment, education, and customer satisfaction. Work with the customer to facilitate a smooth and successful implementation at go-lives and proactively engage with clinicians after the implementation to ensure customer satisfaction and drive continued clinical adoption of the technology.
• Craft training plans and work with assigned customers to educate end‑user teams on clinical workflows, Medtronic products, as well as implementation best practices.
• Measure, monitor, and communicate customer achievement of critical and key performance indicators, reporting both internally to the sales team and externally to customer sponsors and executives. Establish a regular cadence (at least biannually) with each assigned client to review executive dashboards, program status, and clinical outcomes while continuing to assess their ongoing and evolving needs.
• Cement yourself as a trusted/strategic advisor to assigned customers and promote the continued value of our products and services.
• Work cross‑functionally with the sales team (Account Executive, Health Cast™ portfolio Zone Director, Sales Engineer) to find expansion opportunities for product offerings and actively seek or develop upsell and cross‑sell sales and services opportunities.
• Act as the voice of customer to advocate for solutions to meet their needs and address issues, working with Medtronic ACM Technical Support, Product Management, Marketing, R&D, or other departments to program‑manage concerns.
• Act as the liaison for technical inquiries, issue mitigation and resolution escalations.

• 5+ years in a related function with direct customer advocacy and engagement experience in post‑sales or services functions with healthcare experience.
• Experience growing customer satisfaction, adoption, and retention.
• Strong public speaking and excellent presentation skills.
• Ability to drive continuous product value.
• Willingness and ability to travel up to 60%–70% of the time.
• Experience developing product use‑cases and workflows with customers.
• Serve as a strong teammate and a self‑starter who seeks solutions.
• Exceptional verbal, written, social, presentation, and interpersonal skills.
• Thrive in a multi‑tasking environment and adjust priorities quickly while remaining analytical and detail oriented.
• Technical and problem‑solving skills with the ability to guide and provide quick resolution to problems.
• Prior experience conducting training or workshops for customers and discussing pros/cons of implementing various technologies and clearly explaining business value.
• Experience in the enterprise software space.
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8C.F.R. §214.2(h)(4)(iii)(A) is required.

• Competitive salary and short‑term incentive through Medtronic…