Customer Program Specialist

About the role

Primary Function of Position

The Customer Program Specialist is responsible for coordinating a critical piece of the Intuitive Technology Training Pathway. This role primarily focuses on developing and enhancing stream-lined processes and building key cross-functional relationships for all customer programs. Coordinators consistently deliver the highest level of service to ensure the best possible customer experience with every interaction.

Roles & Responsibilities

• Collaborate with Customer Training, Marketing and other groups to meet business needs and support program coordination through back-end set up, communications, registration, logistics, payments and follow-up.
• Manage approval flows and exceptions.
• Provide excellent customer service to both internal and external customers in all interactions through phone calls, emails, and in-person meetings.
• Manage event resources in business system to ensure accurate searchable data for sales.
• Identfy process improvements to drive operational efficiencies.
• Support new sales representatives on the registration request process in SalesForce.com
• Mentor new hires and on-board cross-functional teammates.
• Develop strong working relationships with various medical professionals including surgeons and hospital administration.
• Maintain critical documentation for standard operating procedures for key processes.
• Working knowledge of all programs and events that the group coordinates and be able to provide support wherever needed.

Qualifications & Requirements

Skills, Experience, Education, & Training

• 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 through all interactions.
• Proven ability to develop and implement new processes to support evolving business needs.
• Ability to analyze complex situations and collaborate to find creative solutions.
• Demonstrated ability to work creatively amidst competing priorities to deliver programs on-time.
• Excellent organizational skills and ability to multi-task.
• Self-starter with ability to take ownership of responsibilities with minimal direction.
• Demonstrated ability to learn and adapt quickly in a dynamic environment.
• Superior verbal/written communication, teamwork, and interpersonal skills to work effectively with cross-functional groups.
• Proven ability to train others on new processes utilizing different mediums, 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

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.

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.

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.

Accommodation & Accessibility Notice

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.