Title: Principal Customer Engagement Specialist - Digital Technologies Location: New York, New York, United States of America Remote Full-time Job Description: At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life We are seeking a committed professional to join our team. While this is a remote position not located at a physical Medtronic site, the candidate hired will be required to reside within the territory and drive to multiple accounts throughout the region. A valid driver's license is essential for this role. At Medtronic we are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team! Digital Technologies is Medtronic’s Business Unit implementing cutting-edge AI technology, computer vision, and augmented reality to the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world. Our Touch Surgery Ecosystem includes an innovative video management and data analytics platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery. The device uses advanced AI algorithms that enable automatic processing and uploading of videos. Our surgical training platform is the award-winning Touch Surgery application that provides safe and accessible training for surgeons and other healthcare professionals. Our newly launched Touch SurgeryTM Livestream platform brings the best surgical practices directly to surgical teams, no matter where they are, creating an immersive learning environment that transcends physical boundaries. As we expand our solutions in the Americas region, this is an exciting opportunity to join the company. As a Customer Engagement Specialist, you will take on a pivotal role in advancing our customer base in the US. As part of a Customer Success team, your responsibilities will follow the customer journey, with responsibility for the Live accounts within your region. You'll be a part of a Global team, and a key partner to sales, product and engineering teams. In order to be the perfect candidate, you need to have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups, being able to adapt to change in a dynamic environment. Territory: This role will support the North East Region to support the Digital Technologies business / this is a field based role that will require 75%+ travel You Will: - Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn. - Collaborate in the implementation of a scalable customer engagement strategy. - 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. - Develop and maintain a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows - 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. Must Haves - Bachelors Degree with 7+ years of relevant experience OR - An advanced degree with 5+ years of relevant experience Nice to Haves - Previous minimum experience of 4 years in customer success, account management, commercial roles or equivalent relevant experience. - Business acumen and commercial mindset - track record of driving adoption of digital solutions in the healthcare industry. - Ability to communicate and influence effectively across multiple internal teams and customer departments. - Ability to analyze customer data, extract actionable insights, and leverage data to optimize customer engagement strategies. - Strong project management skills and experience with customer success software platforms are prioritized. - Solid experience in the Operating Room from either a clinical, technology, consultancy or medical device perspective. - Technical proficiency is required to understand our products and industry - Ability to work remotely and productively for an international company For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required. Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. U.S. Work Authorization & Sponsorship At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment. Join us in our mission to alleviate pain, restore health, and extend life—where your unique background and perspective are valued. Benefits & Compensation Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Salary ranges for U.S (excl. PR) locations (USD):$112,000.00 - $168,000.00 This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others). The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance,Health Savings Account,Healthcare Flexible Spending Account,Life insurance, Long-term disability leave,Dependent daycare spending account,Tuition assistance/reimbursement, andSimple Steps (global well-being program). The following benefits and additional compensation are available to all regular employees:Incentive plans, 401(k) plan plus employer contribution and match,Short-term disability,Paid time off,Paid holidays,Employee Stock Purchase Plan,Employee Assistance Program,Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), andCapital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums). Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico. About Medtronic We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. If you are applying to perform work for Medtronic, Inc. (“Medtronic”) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We are seeking a high-performing Customer Success Manager to serve as the primary point of contact between our agency and our growing client portfolio. This role demands a proactive, reliable, and ownership-driven professional who thrives in a fast-paced environment and is genuinely invested in client success. About the Role As our Customer Success Manager, you will own the full client relationship lifecycle — from onboarding to day-to-day communication and long-term retention. You will manage a portfolio of approximately 42 clients and work cross-functionally with our internal team to ensure seamless delivery and client satisfaction. This is not a role for someone who needs to be managed. We are looking for someone who leads with initiative, moves with speed and excellence, and consistently anticipates client needs before being asked.  Key Responsibilities - Serve as the primary point of contact for all assigned clients - Manage and respond to client emails in a timely, professional manner - Follow up on active projects with both clients and the internal fulfillment team - Conduct client calls including onboarding sessions, check-ins, and project updates - Lead the onboarding process for new clients, ensuring a smooth and positive experience - Proactively identify client needs and flag potential issues before they escalate - Attend internal team meetings twice per week - Collaborate closely with the CEO, Fulfillment, and Marketing team. - Prioritize client relationships based on urgency and strategic importance  What We're Looking For The ideal candidate is a blend of strong executor and strategic thinker. You handle day-to-day client management with precision, but you also know how to read a situation, adapt, and communicate with impact. You don't wait to be told what to do — you see what needs to happen and you make it happen. If you're someone who takes pride in your work, genuinely cares about client relationships, and wants to grow with a company that rewards excellence — we want to hear from you.

The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement. What you will do here: Event Management - Lead Planner / Meeting Owner on events or programs of significance to the customer’s business - Train planners on specific account processes and needs - Analyze/Improve operational systems and processes - Develop and update all account forms and processes to meet client expectations - Track client and individual program budgets to ensure M&IW forecast is attained - Meet with key stakeholders to review time spent on projects - Running client audits with M&IW Controller - Alert meeting owner of any anticipated account/program budget variances - Identify financial opportunities in post program billing - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity - Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes - Responsible for document accuracy of operations team - Responsible for final reconciliation accuracy and timeliness from planners - Build pro-active relationships with high volume client meeting owners - Lead various internal departments toward desired outcomes as specified in Service Level Agreement - Plan meetings/events for the account as needed Account Management - Project management with a consultative approach - Contribute to the KPI/SLA Program for the Account - Contribute to the strategic relationship for at least one decision maker - Train planners on specific account processes - Analyze/Improve operational systems and processes - Develop and update all account forms and processes to meet client expectations - Analyze/review time spent on projects vs. management fees for the account - Qualify new meetings (as backup to the CSM) - Register new meetings into Cvent (as backup to the CSM) - Issue resolution with the meeting owners and escalation from the planners (as backup to the CSM) - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the CSM) - Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the CSM) - Assist accounting in follow-up on past due invoices (as backup to the CSM) - Participate in applicable company and industry activities and events Business Development Responsibilities - Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners) - Up sell additional M&IW service opportunities - Network with decision makers/management as appropriate - Develop and maintain strong and highly ethical customer relationships - Gain knowledge of competitors’ strengths and weaknesses Onsite Physical Activities (Non-Essential Functions) This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Quality Data Associate role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know. Physical activities include, but are not limited to the following: - Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one’s feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements. - Sitting: Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties. - Lifting and Carrying: Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member. - Reaching and Grasping: Event setup and breakdown may involve reaching overhead and handling tools or materials. - Bending/Kneeling/Crouching: Occasionally required during event setup and breakdown. - Repetitive Motions: Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays. - Travel Requirements: Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers. - Operating Vehicles: Occasional driving may be required to transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead. - Working in Varying Environments: Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered. What we expect: Details of these areas are shared during interviews and monthly reviews: - Cultural Excellence - Role Expectations - Emotional Intelligence What you will bring: - A minimum of three years of experience in the travel industry, specifically in managing meetings/events - Knowledge of virtual and hybrid event options - Experience with managing the lifecycle of a program, including reconciliation - Knowledge of Cvent is preferred - Train account team/planners on specific account processes and needs - Create/Revise program budgets to ensure M&IW forecast is attained - Run client audits with M&IW Controller - Participate in operations turnover meetings, program briefings and debriefings to ensure account continuity - Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes - Accountability for accuracy and timeliness of final reconciliation from planners - Proximity to client headquarters offices preferred - Experience working in a virtual office environment - Must be able to travel 35% of the time, including Internationally - Proven excellent oral and written communication skills in both internal and client-facing environments - Demonstrated track record of successfully managing multiple projects simultaneously - Ability to deliver creative outputs in a constricted timeline while maximizing available resources - Able to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managers - Wide range of computer skills: - Proficient in Word, Excel, and Internet/social media - Database management programs (proficient in Cvent) - Outlook (email and scheduling) What we provide: - Competitive salary - Health, Dental, Vision and Life Insurance options - 401K plan - Paid holidays - Accrued personal time off for vacation and sick leave - Laptop, additional monitor, and mobile phone - Global Giveback program for volunteer service - Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee Who we are: Meeting & Incentives Worldwide, Inc. is an Equal Opportunity Employer who prohibits discrimination and harassment of any kind and affords equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. Meetings & Incentives Worldwide, Inc. specializes in global event management with virtual, hybrid, and in‑person experiences of all shapes and sizes, as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil. GLOBAL HEADQUARTERS: 10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553 www.meetings-incentives.com M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions

Job Description Grow and accelerate your career with our Oncology Sales organization and join a team that’s driven to make an impact on cancer patients. We take a customer-centric approach by leveraging emerging digital technologies and data analytics to better understand our patients' needs. Developing your career with us will allow you to join a group of passionate professionals, driven by purpose and determined to help save and improve lives. Help us continue to grow and define the oncology market of today and tomorrow with a driven, customer-focused, and collaborative team. As an Oncology Customer Team Leader (CTL), you will manage and lead a team of Oncology Sales Representatives/Specialists that engage with customers to uncover and address their needs, and educate key stakeholders about our oncology products, and communicate to the broader oncology community. - This is a field-based sales management role that will be responsible for a team of Oncology Sales Representatives/Specialists for the Music City District. - The district covers Cincinnati, OH; Lexington, KY; Louisville, KY; Knoxville, TN; and Nashville, TN. - Candidates must be willing to travel to visit with their direct reports and customers in the district, as well as for national sales meetings. - Travel (%) and overnight requirements vary based on candidate’s location within or near the district. ​ Key responsibilities include but may not be limited to: - Maximize the sales team's performance and help achieve/exceed sales goals and budget targets, as well as increasing access to our Oncology products. - Hire, lead, and manage Oncology Sales professionals for the assigned district. - Coach direct reports, oversee training, and complete people management processes for Oncology Sales professionals. - Collaborate with Oncology Sales organization, including peer CTLs, Key Account Managers, and the extended team including alliance partners to ensure a cohesive customer experience and effective sales execution. - Develop and implement business plans and execute national sales and brand strategies as directed by the leadership team. - Communicate and coordinate with both district and cross-functional teams and share learnings with direct reports and peers. - Lead routine district sales meetings (remote and in-person) to inform and guide the district team. - Conduct annual and on-going performance reviews and competency assessments for direct reports. - In accordance with company policy and in collaboration with HR, handle all aspects of the employment process for your direct reports including hiring, career development, performance management, or termination. Qualifications: Minimum Requirements: - Bachelor’s degree with at least 8 years of sales experience OR a minimum of high school diploma with at least 10 years of equivalent experience, with at least 4 years of working in the pharmaceutical, biotech, or healthcare industries. - Equivalent experience can be professional sales experience, work experience in the healthcare/scientific field (including pharmaceutical, biotech, or medical devices) that is not sales related, professional marketing experience, or military experience. - Ability to establish relationships and networks within a customer organization. - Valid driver’s license and able to drive a vehicle. - Travel the amount of time the role requires, 50 – 75%. - Reside in or within a reasonable distance to the district. Preferred Qualifications: - First-line people management experience leading a field-based oncology sales team. - Minimum of 3 years of experience working with key thought leaders or high influence Oncology customers in large group practices, hospitals, or managed care organizations #oncologysales #eligibleforerp Required Skills: Account Management, Account Management, Adaptability, Brand Strategy, Business Planning, Career Development, Client-Centric, Customer Relationship Management (CRM), Human Resource Management, Inbound Phone Sales, Market Analysis, Marketing, Medical Devices, Oncology, Oncology Sales, Order Processing, Organizational Performance Management, People Leadership, Revenue Generation, Sales Forecasting, Sales Management, Sales Reporting, Sales Strategy Development, Sales Team Leadership, Sales Training {+ 2 more} Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts U.S. Hybrid Work Model Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”. The salary range for this role is $190,800.00 - $300,300.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits. You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: 75% Flexible Work Arrangements: Remote Shift: 1st - Day Valid Driving License: Yes Hazardous Material(s): n/a Job Posting End Date: 05/1/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.