Customer Program Specialist
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Job Description
Customer Program Specialist coordinating customer training programs for Intuitive’s robotic-assisted surgery technologies. Managing registrations, logistics, payments, processes, and cross-functional relationships.
Responsibilities:
- Coordinate a critical component of Intuitive’s Technology Training Pathway
- Develop and enhance streamlined processes for customer programs
- Build and maintain cross-functional relationships
- Coordinate back-end setup, communications, registration, logistics, payments, and follow-up
- Manage approval flows and exceptions
- Provide customer service to internal and external customers by phone, email, and in-person meetings
- Manage event resources in the business system to maintain accurate, searchable sales data
- Identify process improvements to drive operational efficiencies
- Support new sales representatives with the registration request process in Salesforce.com
- Mentor new hires and onboard cross-functional teammates
- Develop relationships with surgeons and hospital administration
- Maintain standard operating procedure documentation
- Support programs and events coordinated by the group as needed
Requirements:
- Minimum bachelor’s degree or relevant work experience is required
- Minimum 3-year experience in biotech or medical device organization preferred
- Ability to lead others by example
- Proven ability to develop and implement new processes
- Ability to analyze complex situations and collaborate on creative solutions
- Ability to manage competing priorities and deliver programs on time
- Excellent organizational skills and ability to multitask
- Ability to take ownership with minimal direction
- Ability to learn and adapt quickly in a dynamic environment
- Superior verbal and written communication, teamwork, and interpersonal skills
- Ability to train others on new processes via phone, web conference, or in person
- Experience in MS Office Suite preferred
- Working knowledge of CRM and ERP systems; SFDC and SAP a plus
- Experience with database applications preferred
- May be subject to U.S. export-control requirements, including export licensing or a Technology Control Plan
- May require current proof of vaccination against certain diseases, including COVID-19
Benefits:
- Remote work; employees come onsite when requested by the leader
- Base pay, incentives, benefits, and equity
- Reasonable accommodations for qualified individuals with disabilities
- Equal employment opportunities and protection from discrimination and harassment
- Potential employer/customer vaccination requirements, including COVID-19 vaccination
- Fair chance consideration for applicants with arrest and conviction records
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