Primary Function of Position
The Digital Solutions Representative (DSR) is responsible for driving the successful deployment, adoption and value realization of Intuitive Digital Solutions across assigned customers. The role will own the customer lifecycle by partnering with clinical, administrative, IT and executive stakeholders to integrate digital solutions into customer workflows, build sustained utilization and demonstrate meaningful customer value.
The DSR will develop strong customer relationships and act as a key partner in advancing customers' digital journey with Intuitive. As the digital portfolio evolves, the role will also contribute to the growth, expansion, commercialization and renewal of Intuitive Digital Solutions across assigned customers.
Essential Job Duties
Own the complete customer lifecycle for Intuitive Digital Solutions across assigned accounts, from activation and onboarding through adoption, value realization, expansion and renewal.
- Drive activation and implementation of digital solutions across new installations and eligible existing customer sites, coordinating with relevant internal teams and hospital stakeholders.
- Manage site readiness and activation requirements, proactively identifying dependencies, barriers and risks and coordinating their resolution or escalation.
- Drive adoption and sustained utilization of digital solutions by engaging surgeons, clinical teams and other customer stakeholders and integrating digital solutions into routine workflows.
- Develop and execute account-level adoption, engagement plans and enabling the workflow and behavioral changes required to improve utilization.
- Monitor customer engagement and utilization, identify adoption gaps and implement targeted actions to improve usage and value realization.
- Develop strong relationships across the customer organization, including hospital executive leadership, IT, clinical leadership, surgeons and administrators, and serve as a key point of contact for the digital solutions portfolio.
- Conduct regular business reviews with customers and hospital leadership, demonstrating utilization, outcomes and the value delivered by Intuitive Digital Solutions while aligning on priorities and opportunities for further value creation.
- Understand customer objectives and effectively demonstrate how Intuitive Digital Solutions deliver relevant clinical, operational, training and business value.
- Identify and develop digital champions and KOLs who can advocate for digital solutions, share best practices and support broader adoption.
- Capture and validate customer outcomes, use cases and success stories to support case studies, reference sites, value validation and broader market development.
- Identify and develop opportunities to expand digital solutions across sites and hospital networks, partnering with relevant internal teams to progress opportunities.
- Support commercialization of the digital portfolio by articulating customer value, developing opportunities and contributing to revenue growth, customer retention and renewals as digital offerings evolve.
- Capture structured customer and market insights, including product feedback, adoption barriers and emerging customer needs, and communicate these to relevant internal stakeholders.
- Maintain accurate visibility of activation, adoption, utilization, customer engagement, opportunities and overall account progress through appropriate systems and reporting.
Required Skills and Experience
- Minimum 5 years of experience in medical devices, healthcare technology, software/SaaS, business development, customer success or a related customer-facing role preferred.
- Experience working with hospitals, healthcare providers, strategic accounts and/or corporate hospital networks is preferred.
- Demonstrated ability to build strong customer relationships and influence stakeholders across clinical, technical, administrative and executive functions.
- Strong customer engagement, presentation, training and consultative communication skills.
- Demonstrated ability to drive technology adoption, customer utilization and behavior or workflow change.
- Strong project management skills with the ability to coordinate multiple stakeholders, priorities and customer initiatives.
- Analytical mindset with the ability to interpret utilization, customer engagement and business insights and translate them into action.
- Highly organized and able to prioritize and manage time in a fast-paced, field-based environment.
- Strong written and verbal communication skills; MBA or equivalent postgraduate qualification preferred.
Working Conditions
- Comfortable working a flexible, dynamic schedule.
- Able to travel up to 75%, including some short-notice travel.
- Able to enter surgical and other patient care areas.
- Able to lift up to 60 lbs, as required.
Bachelor's degree in engineering, business, marketing, healthcare, information technology or a related field required.
Intuitive is an Equal Employment 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.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
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.