Manager, Inside Sales

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: MedTech Sales Job Sub Function: Inside Sales -- MedTech (No Commission) Job Category: People Leader All Job Posting Locations: Cincinnati, Ohio, United States of America, Santa Clara, California, United States of America Job Description: Johnson & Johnson is recruiting for a Manager, Inside Sales to join our MedTech Surgery business located at Santa Clara, CA site with an alternate location of our Cincinnati, OH site. #Li-Hybrid About MedTech Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech Position Summary The Manager, Inside Sales - North America will lead the field execution of service selling for the OTTAVA robotic surgical platform. The role serves as the primary service sales interface with North America capital sales leadership and field teams, supports service plan positioning during capital opportunities, and owns the service commercial relationship after sale. Customer Success Managers own the overall customer relationship, adoption, value realization, customer health, and success planning. Service Sales owns service plan positioning, warranty conversion, renewals, retention, upselling, and service revenue growth. The Manager will work in close coordination with Customer Success Managers to ensure customers receive a cohesive experience and proactive engagement throughout the service lifecycle. During the initial launch year, the role will be salary-based and measured primarily through operational and commercial-readiness KPIs. Direct service revenue accountability will be introduced as the installed base, pipeline, and service sales organization mature. Over the next two to three years, the Manager will begin hiring and leading Service Sales Representatives and Renewal Specialists. Key Responsibilities 1. Lead Point-of-Sale Service Sales Execution Serve as the primary service sales partner to North America capital sales leadership and field selling teams. Integrate service support plans into account strategy, opportunity planning, customer proposals, value discussions, and contracting activities. Provide direct deal support for initial OTTAVA opportunities, including discovery, service plan positioning, value messaging, objection handling, and negotiation coordination. Drive early and consistent engagement of Service Sales within the capital opportunity lifecycle. 2. Build Capital Sales Partnerships Build trusted relationships and shared accountability with capital sales leaders, account executives, and field teams. Coach capital sellers on the OTTAVA service value proposition, customer qualification, service plan differences, commercial handoffs, and engagement expectations. Deliver field enablement developed in partnership with the Sr. Manager, Service Sales Enablement & Operations. Collect field feedback and communicate opportunities to improve tools, processes, pricing, offerings, and customer messaging. 3. Own the Service Commercial Relationship Build service-focused relationships with customer stakeholders across clinical, operational, biomedical engineering, procurement, finance, and executive leadership. Understand customer service priorities, operational needs, service buying/renewal processes, decision criteria, and future requirements. Own commercial discussions related to service plans, warranty conversion, renewals, retention, and upsell opportunities. Coordinate commitments with Service Operations and internal partners to ensure the proposed solution is deliverable and aligned with approved terms. 4. Drive Warranty Conversion and Renewals Own execution of the warranty-to-service conversion and renewal pipeline, including account plans, outreach, customer discussions, timing, risk identification, and escalation. Maintain accurate visibility to warranty expirations, contract status, renewal dates, customer decisions, next actions, and commercial risks. Partner with Customer Success Managers to connect realized value, customer health, and success-plan outcomes to renewal readiness. Develop account-specific retention and save plans for at-risk conversions or renewals. 5. Deliver Upsell and Account Growth Identify opportunities to move customers to higher-value service plans, multi-year agreements, expanded coverage, or additional service solutions. Develop account growth plans with Customer Success Managers and capital sales account teams. Execute approved pricin