• Design and implement a scalable customer engagement strategy for the US market • Build and develop a team of customer engagement specialists, while managing own strategic accounts • Build and refine process, reporting, software tools and interface with other teams to enable successful execution of engagement with the live customer base • Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn • Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion • Analyze, present and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals • Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results • Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development • Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments • Reinforce product training and introduce new features/upgrades to the clinical teams • Product operation and troubleshooting, supported by our expert technical teams • Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team • Supports and manages various components of the customer lifecycle (such as, the pre-sales process, set-up, onboarding and training, onsite engagement, technical support, customer renewals, product improvements, up- and cross-selling and coaching of the commercial team) to maintain customer loyalty and satisfaction • Tracks customer performance, maintains customer engagement, acts as a consultant, and deploys strategies so product value can be harnessed to the maximum while enabling customer goal achievement