Customer Success Consultant Jobs in Illinois

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of Position:

The Genesis Consultant will lead hospital site consulting initiatives based on observation and training designed to identify opportunities to implement da Vinci surgery best practice solutions in standardization, OR efficiency, staff training, cost containment, and access management. (S)He will engage with Hospital Executives and Leadership teams on leadership and communication strategies to manage surgical service lines to ensure clinical and administrative teams are equipped to successfully establish and manage sustainable da Vinci Surgery programs.

Roles & Responsibilities:

• In collaboration with commercial and other ecosystem teams, defines Genesis agenda for their region: prioritizes mandates and plans delivery of Genesis resources
• Conduct Genesis program initiatives with strategically targeted customers
• Manage complex, extended customer engagements involving multi-departmental collaboration and multi-faceted solutions
• Lead departmental and cross-functional projects to develop or improve Genesis processes, deliverables, and other material
• Run reports and analyze data when needed to prepare for customer engagements
• Provide in person and/or remote consulting services to deliver value to the customer
• Examples of services are Lean Preference Card, System standardization proposal, par levels, and workflow consultation
• Promote collaboration with Genesis and cross functional teammates to establish and achieve Genesis implementation goals
• Onboard, coach, and mentor new and existing team members
• Participate in the training on and launch of new products and/or procedures
• Become a subject matter expert and trusted client advisor for Genesis
• Qualify and prepare Access management analysis and proposals, present to internal teams and hospitals to drive change management and increase asset utilization
• Report customer complaints to appropriate internal parties as they are discovered

Qualifications

Skills, Experience, Education, & Training:

• B.S./B.A. degree preferred or equivalent clinical/medical degree or experience
• 2-4 years of documented professional experience in healthcare/hospital management, either in BTB sales capacity or management role within hospital
• Business acumen – ability to function in an executive business environment and understand the business needs of the OR
• Demonstrable expertise and experience in delivery of consulting services that deliver value to the customer
• Communication – ability to deliver consistent and effective communication across organizational levels
• Training ability – demonstrated commitment to customer and peer training, specifically related to advanced technology within a clinical environment
• Customer success focus – ability to discover and understand customer needs, engage and inspire customers to adopt new and effective solutions
• Master complexity – ability to plan, organize, and oversee highly complex and strategic assignments involving multiple teams and individuals
• Interdependent partnering – demonstrated record/examples promoting collaborative exchange and driving results through others with high communication
• English & local language fluency required
• Ability to travel up to 50 - 70%

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

This position may be filled at a different job level than listed here depending on business need and/or on the selected candidate’s experience, knowledge and skills.

Compensation will be based primarily on the job level at which the role is filled and the candidate’s qualifications, consistent with applicable law.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.

Base Compensation Range Region 1: $98,900 USD - $133,700 USD

Base Compensation Range Region 2: $89,000 USD - $120,300 USD

Shift: Day

Workplace Type: Remote - This job will be remote and/or the job is designed to be performed outside of the office. Employees will come onsite when requested by the leader.

LOCATION

• Chicago, IL, United States
• Remote Available