Senior Customer Advocate – Clinical
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Job Description
Clinical Senior Customer Advocate supporting ICU Medical customers with complex product and therapy issues. Collaborating across teams to enhance product adoption and customer satisfaction.
Responsibilities:
- Lead clinical investigations involving complex on market product issues, including reviewing workflows, assessing user practices, and identifying root causes that impact multiple clinical sites.
- Serve as a clinical liaison to customer nursing, pharmacy, and patient care teams to promote safe and effective use of ICU Medical devices and ensure timely resolution of serialized or systemic product concerns.
- Provide high-level clinical and technical guidance to internal teams including Field Service Engineers and Account Managers during troubleshooting and product escalations.
- Partner with the Senior Customer Advocate - Technical to provide clinical insight, documentation, and participation in remote and onsite customer assessments as needed.
- Collaborate with cross functional teams—including Technical Service support, R&D, Quality, and Regulatory —to provide clinical context that informs decision making and product enhancements.
- Model exceptional clinical professionalism and communication, especially when supporting customers experiencing challenges or complex clinical situations.
- Provide clinical feedback to engineering, helping refine product design, user guidance, and training materials based on real world clinical experience.
- Maintain advanced product competency by engaging with internal product experts, Technical Services, Professional Services, Field Service Engineers, Quality, and R&D teams to understand evolving product features and clinical applications.
- Support knowledge transfer by documenting advanced clinical workflows and troubleshooting guidance to enable streamlined handling of future cases.
- Partner with the Clinical Services and Customer Success Manager to identify and address clinical training gaps that impact customer experience or internal support performance.
Requirements:
- Must be at least 18 years of age
- Bachelor of Science in Nursing (BSN) required, Advanced degree preferred.
- Unrestricted nursing license.
- Minimum 5+ years of acute care clinical experience, preferably in critical care, or a related specialty.
- Experience with medical devices, smart pumps, clinical workflow optimization, or clinical education preferred.
- Biomedical education and/or training is a plus.
Benefits:
- Typically requires travel 5-20% of the time
- Ability to sit for extended periods and perform computer-based tasks.
- Occasional onsite hospital or clinic visits may require walking, standing, or navigating clinical environments.
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