Job Description This individual will lead a project focused on establishing a centralized support model for customer interactions. A core priority will be implementing a contact center on Salesforce Genesis and integrating it with Microsoft Dynamics CRM to ensure visibility into customer bottlenecks and wait times. They will help shape the broader customer experience strategy and ideally contribute to a roadmap that incorporates future-forward technologies like AR and AI. Daily responsibilities include cross-functional collaboration with IT, clinical support, service/repair, and commercial quality teams to define and implement business and customer requirements. The support model will span multiple channels: Customer Service, Clinical Support, Service/Repair, and Product Support. This person will also partner with CRM and customer engagement stakeholders, providing leadership and advocacy to drive organizational buy-in. Innovation is key—this person should be capable of developing “funky solutions that work” and reimagining traditional call center models for a low-volume, high-complexity environment. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements 5+ years in customer experience project leadership, ideally in MedTech or other high-complexity industries with a focus on capital system support Experience in low-volume, high-complexity customer environments Strong communicator with executive presence and stakeholder management skills Proven ability to work cross-functionally with IT, service, repair, clinical, customer service, and quality teams to define and implement business and customer requirements Demonstrated success in CRM and contact center implementations (e.g., Microsoft Dynamics, Salesforce) Experience building creative, scalable support models in fast-paced, NPI-driven environments Background in the medical device industry Ability to work onsite in Santa Clara Prior experience building roadmaps for AR/AI implementation within a customer support environment