Principal Customer Engagement Specialist - Midwest Region (Touch Surgery Ecosystem / Digital Technologies)

Working closely with surgeons, nurses, OR leaders, administrators, residents, and IT stakeholders, this individual will support technology adoption, optimize workflow integration, and expand solution utilization across customer organizations. The role requires the ability to build relationships across perioperative teams while applying clinical workflow expertise, analytical thinking, and data-driven storytelling to influence stakeholders and drive meaningful outcomes.

A strong preference will be given to candidates who are comfortable leading analytical conversations, translating product usage data into actionable insights, and communicating compelling business and clinical narratives that support adoption and growth.

The Touch Surgery Ecosystem includes a video management and data analytics platform powered by the DS1 computer, our first operating room device. The DS1 enables surgeons, OR team members, and trainees to securely access procedure videos shortly after surgery, using advanced AI algorithms to automatically process and upload content. 

Our award-winning Touch Surgery application provides safe, accessible surgical training for surgeons and other healthcare professionals. Complementing this platform, Touch Surgery™ Livestream delivers best surgical practices directly to care teams anywhere in the world, creating an immersive learning experience that extends beyond traditional classroom and in-person training environments. 

Primary Responsibilities 

• Lead customer engagement activities across live accounts, building relationships with surgeons, nurses, operating room leaders, administrators, residents, information technology teams, and executive stakeholders. 

• Drive adoption and utilization by aligning Digital Technologies solutions to clinical workflows, operational priorities, and organizational objectives. 

• Analyze customer usage data and translate insights into action plans that improve adoption, retention, and account growth. 

• Facilitate customer business reviews and present outcomes, opportunities, and performance metrics to hospital stakeholders. 

• Partner with Sales teams to identify expansion opportunities within existing health systems and support commercial objectives. 

• Collaborate with Product and Engineering teams to communicate customer feedback, workflow requirements, and enhancement opportunities. 

• Deliver product training, support feature adoption, and assist with operational troubleshooting in partnership with technical teams. 

• Support implementation and go-live activities for assigned projects as needed. 

Required Qualifications 

• Bachelor's degree with 7+ years of experience OR advanced degree with 5+ years of experience in healthcare technology, medical devices, clinical operations, perioperative services, customer engagement, or account management. 

• Experience working within operating room, procedural, or surgical care environments. 

• Experience engaging multiple stakeholder groups across hospital or health system organizations, including clinical, operational, administrative, and information technology teams. 

• Ability to travel 75%+ within the assigned territory and work remotely within the Midwest region. 

Preferred Qualifications 

• Experience supporting technology adoption within large health systems or integrated delivery networks. 

• Experience navigating complex hospital decision-making structures and multi-stakeholder healthcare environments. 

• Experience in operating room services from a clinical, healthcare technology, consulting, or medical device background. 

• Experience leading customer-facing initiatives involving workflow optimization, change management, or digital health solutions. 

• Technical proficiency supporting software, digital health, or connected medical technology platforms. 

• Experience presenting business, operational, or clinical insights to healthcare stakeholders. 

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.

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.

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.

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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, and Simple 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), and Capital 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.

Further details are available at the link below:

Medtronic benefits and compensation plans

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