Customer Success Program Manager

Job not on LinkedIn

🔥 5 minutes ago

🇧🇪 Belgium – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 10%

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Intuitive

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Intuitive is a company known for its innovative surgical technologies, including the da Vinci Surgical Systems which are used for minimally invasive procedures. With three decades of demonstrated performance, Intuitive focuses on advancing healthcare by providing structured and measurable technology training pathways for surgeons, physicians, and OR care teams. Their vision is to improve patient outcomes through less invasive surgical care. Intuitive also offers a visual media platform for collaboration and learning, known as the Da Vinci Hub, and the Simnow platform for surgical training. The company is involved in ongoing innovation to explore new possibilities in surgical care.

📋 Description

• Guide customers toward long-term operational success by increasing efficiencies through onboarding and education on best practices • Help customers become self-sufficient through Intuitive’s digital tools and resources • Manage successful onboarding for selected customers across the customer lifecycle • Become an expert on Intuitive Ecosystem offerings and services and provide relevant solutions for hospital stakeholders • Coordinate proactive support for Tier 1 Accounts with Leadership, Sales, Marketing, Contract & Tenders, Finance, Field Services, SRS, Genesis, and other teams • Monitor outcomes, customer milestones, program utilization, customer health, risks, and improvement opportunities • Advocate for customers and collaborate with internal teams to resolve challenges • Track customer interactions and milestones in Customer Success business systems and provide visibility to Sales and Shared Services • Coordinate activities with sales, Marketing, Contract & Tender, training, SRS, Genesis, Accounts Receivable, field service, and digital services teams • Identify process improvements and potential bottlenecks affecting hospital performance • Conduct regular customer touchpoints and quarterly or strategic business reviews • Provide internal support for new product launches and robotic program implementation • Educate Sales and shared services teams on available resources and best practices

🎯 Requirements

• Bachelor’s degree or relevant work experience is required • 5–10 years of experience in account management, sales, marketing, or a similar Customer Success role • Preferably experience in the medical device or healthcare industry • Project Management and Process Improvement skills • Comfortable working within a matrix environment and influencing management • Demonstrated ability to work cross-functionally • Excellent oral and written communication skills • Proficient in creating and delivering effective presentations • Strong relationship-building, positive attitude, and self-motivation • Excellent interpersonal skills and sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals • Comfort working with internal and external customers • Proactive analytic skills and passion for problem solving • Ability to think strategically and use good judgment • Ability to work independently in a dynamic, fast-paced environment • Experience with MS Office Suite required • Working knowledge of SAP ERP and CRM systems, Salesforce.com, and Gainsight is a plus • Fluency in French (native preferred) and English • Any other European language is an asset • Occasional travel may be required

🏖️ Benefits

• Remote work; employees may work outside the office and come onsite when requested by the leader • Long-term growth support and opportunities to advance within the company • Equal employment opportunities and protection from discrimination and harassment • Potential support for export-control licensing or a Technology Control Plan, where applicable