Customer experience manager Jobs in Leipzig

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

As a Key Customer Manager (KCM), you will play a pivotal role in shaping the future of robotic surgery across the DACH region. Working with leading hospital networks, university hospitals, and academic medical centers, you will build strategic partnerships, develop innovative surgical programs, and drive the sustainable growth of robotic surgery across your accounts.

Roles and responsibilities:

• Own the long-term development strategy for a portfolio of high-priority accounts, including IDNs, university hospitals, and academic centers across Germany, Austria, and Switzerland
• Build trusted, lasting relationships with executive, clinical, operational, and financial stakeholders
• Establish structured account governance, including executive steering committees, strategic business reviews, and clear performance milestones to drive accountability and progress
• Partner with customers to design, launch, and scale new robotic surgery programs tailored to their clinical and strategic priorities
• Support customers in continuously improving program performance and evolving toward recognized centers of excellence
• Identify and develop opportunities to expand robotic surgery into new clinical areas and care settings
• Cultivate strong relationships with teaching hospitals, residency and fellowship programs, key opinion leaders, and professional medical organizations
• Support academic partners in building structured robotic surgery education and training pathways that align with their broader institutional goals
• Develop long-term capital expansion strategies in line with customer priorities, program maturity, and growth potential
• Clearly articulate the clinical, operational, and economic value of robotic surgery programs to support customer investment decisions and business cases
• Serve as the central coordinator across internal teams — including Sales, Marketing, Clinical & Medical Affairs, and other functions — to ensure seamless, aligned execution of account strategies
• Contribute customer and market insights to shape broader DACH and regional strategies

Qualifications

• Bachelor’s degree or equivalent experience required.
• Minimum of 7 years’ experience in the medical device industry.
• Proven track record in strategic account management, preferably in medical devices, surgical robotics, or a related healthcare field
• Strong ability to engage and influence senior stakeholders across clinical, operational, and executive levels
• Experience developing and executing complex, multi-stakeholder programs within hospital or health system environments
• Excellent communication, facilitation, and project coordination skills
• Comfortable operating in a matrixed, cross-functional organization
• Fluency in German and English; strong knowledge of the DACH healthcare landscape is a significant advantage

Additional Information

Wir schätzen jede Person in ihrer Individualität – unabhängig von Geschlecht, ethnischer oder sozialer Herkunft, Religion, besonderen Bedürfnissen, Alter oder sexueller Identität. Diskriminierung hat bei uns keinen Platz.

Haftungsausschluss für US-Exportkontrollen: In Übereinstimmung mit den U.S. Export Administration Regulations (15 CFR §743.13(b)) können einige Positionen bei Intuitive Surgical US-Exportkontrollen für potenzielle Mitarbeitende unterliegen, die Staatsangehörige von Ländern sind, die derzeit einen Embargo- oder Sanktionsstatus haben.

Bestimmte Informationen, die Sie im Rahmen der Bewerbung angeben, werden verwendet, um festzustellen, ob Intuitive Surgical (i) in Ihrem Namen eine Exportlizenz von der US-Regierung einholen muss (das Lizenzierungsverfahren der Regierung kann bis zu sechs Monate dauern) oder (ii) einen Technology Control Plan (TCP) implementieren muss (verlängert den Einstellungsprozess in der Regel um 2 Wochen).

Für alle Positionen bei Intuitive, die Exportkontrollen unterliegen, steht ein endgültiges Angebot unter dem Vorbehalt, dass vor dem geplanten Eintrittsdatum eine genehmigte Exportlizenz und/oder ein vollständig ausgeführter Technology Control Plan (TCP) vorliegt. Das Eintrittsdatum kann dabei angepasst werden, sofern der Genehmigungsprozess den Einstellungsbedarf nicht unangemessen beeinträchtigt.

Diese Position kann abhängig von den betrieblichen Anforderungen und/oder der Erfahrung der ausgewählten Kandidatin bzw. des ausgewählten Kandidaten auf einer anderen Jobstufe als hier angegeben besetzt werden. Die Vergütung richtet sich nach der Jobstufe sowie der Qualifikationen der Kandidatin bzw. des Kandidaten, selbstverständlich unter Berücksichtigung aller gesetzlichen Vorgaben.

Travel: 75% of the time