Customer Success Program Manager at Intuitive

Primary Function of Position: The Customer Success Program Manager is responsible for guiding the UK customers toward long-term operational success by increasing efficiencies through onboarding, educating on best practices. S/He will help customers become self-sufficient by using Intuitive’s digital tools and resources. In addition to these significant customer-facing activities, the Customer Success Program Manager plays an active role in internal customer advocacy, driving transparency with cross-functional teams, connecting internal and external touchpoints and monitoring outcomes to ensure long-term success for our customers.   Roles and Responsibilities: • Manage the successful onboarding process for selected Intuitive customers by ensuring they are leveraging all services and resources effectively throughout the customer lifecycle. • Become an expert of the Intuitive Ecosystem offerings and services so as to provide relevant solutions to fit the different Hospital stakeholders’ unmet needs • Ensure cross-functional collaboration for proactive support of the Tier 1 Accounts through interactions with the Leadership Team, Sales, Marketing, Contract & Tenders Department, Finance, Field Services Engineers, SRS, Genesis, etc… • Monitor outcomes to ensure long-term success for our customers and prevent potential bottlenecks impacting on the overall hospitals’ performance. • Serves as an advocate, championing customer needs and collaborating with internal teams to ensure resolution of challenges • Support customers to reach key milestones and business outcomes by monitoring program utilization to identifying risks and improvement opportunities. • Utilize Customer Success business systems to track, maintain and schedule all customer interactions, to ensure all customer milestones are being met, and provide visibility to Sales and Shared Services • Monitor customer Health dashboard and coordinate actions with key stakeholders. • Coordinate the activities with internal teams, including sales, Marketing, Contract & Tender, training, SRS, Genesis, Account Receivable, field service and digital services. Identify areas of improvement and potential bottlenecks. • Help to identify process improvements that enhance operational efficiencies at customer site. Ensure constant alignment with customers by conducting regular touchpoints and quarterly/strategic business reviews • Internal support lead for customers and Intuitive resources for new product launches and robotic program implementation. • Educate Intuitive Sales and shared services teams on available resources and best practices.