Customer Program Specialist
Intuitive
Summary
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.
Job description
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.
- Identify 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
- 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.
Requirements
- Minimum bachelor's degree or relevant work experience
- 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 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
- Proven ability to train others on new processes utilizing different mediums
- Experience in MS Office Suite preferred
- Working knowledge of CRM and ERP systems – SFDC and SAP a plus
- Experience with database applications preferred
Benefits
- Remote work
- Vaccination proof may be required
Company overview
Intuitive Surgical, Inc., commonly known as Intuitive, is a global technology leader in minimally invasive care and the pioneer of robotic-assisted surgery. Founded in 1995 and headquartered in Sunnyvale, California, the company has revolutionized surgical procedures through its flagship da Vinci Surgical System and Ion endoluminal system. As a publicly traded company on NASDAQ (ISRG), Intuitive has established itself as the dominant player in robotic surgery, with over 15,000 employees worldwide and an installed base of thousands of surgical systems across more than 60 countries. The company's innovative platforms enable surgeons to perform complex procedures with enhanced precision, flexibility, and control through minimally invasive techniques. Intuitive's technology portfolio includes advanced vision systems, wristed instruments, and intelligent software that work together to optimize surgical outcomes. The company continues to expand its product offerings and geographic presence while maintaining a strong focus on clinical evidence, physician training, and patient safety. With annual revenues exceeding $8 billion, Intuitive represents a transformative force in modern healthcare, driving the adoption of robotic-assisted procedures across multiple surgical specialties including urology, gynecology, general surgery, and thoracic surgery.