Customer Success Program Manager - Remote

About the Role

We are seeking a dedicated Customer Success Program Manager - Remote to join our team at Intuitive, a pioneering leader in robotic-assisted surgery. In this role, you will guide our UK customers towards long-term operational success by enhancing efficiencies through effective onboarding and education on best practices. Your contributions will be vital in advancing healthcare through intelligent technology.

What You'll Do

• Manage the onboarding process for selected Intuitive customers, ensuring they are well-equipped to utilize our offerings.
• Become an expert in the Intuitive Ecosystem offerings, providing insights and support to customers.
• Ensure cross-functional collaboration for proactive support, addressing customer needs effectively.
• Monitor outcomes to ensure long-term success for customers, championing their needs within the organization.
• Support customers in reaching key milestones and business outcomes, driving their success.
• Utilize Customer Success business systems for tracking interactions and outcomes.
• Coordinate activities with internal teams and identify improvements to enhance customer experiences.
• Help identify process improvements for operational efficiencies, contributing to overall success.
• Educate internal teams on resources and best practices to ensure alignment and effectiveness.

Requirements

• Bachelor’s degree or relevant work experience.
• 5-10 years of experience in account management or a similar role.
• Experience with the Da Vinci system is a must.
• Strong relationship-building skills and strategic thinking capabilities.
• Project Management and Process Improvement skills are essential.
• Ability to work cross-functionally and communicate effectively with diverse teams.
• Proactive analytic skills and a passion for problem-solving.
• Ability to work independently in a fast-paced environment.
• Experience in MS Office Suite; knowledge of SAP ERP and CRM systems is a plus.
• Occasional travel may be required to meet customer needs.

Nice to Have

• Familiarity with healthcare technology trends.
• Experience in customer training and education.
• Knowledge of customer success metrics and KPIs.

What We Offer

• Inclusive and diverse work culture that values every team member.
• Opportunities for long-term growth and development within the company.
• Supportive team environment that fosters collaboration and innovation.
• Engagement in meaningful work that positively impacts healthcare.
• Flexibility in working arrangements to support work-life balance.