OR1 Customer Success Manager

OR1 Customer Success Manager

About KARL STORZ

From the operating room to surgery centers-and everywhere in between-KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging-to build a more connected, software-enabled operating room.

As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.

About the Role

The Customer Success Manager plays a critical role in managing the overall growth, effectiveness, and profitability of Operating Room installation projects within their region while delivering world-class customer service. This role leads the regional effort to ensure timely, accurate Operating Room installations with a strong focus on customer success and satisfaction, and works to maintain continuous alignment with the service and deployment teams to ensure a best-in-class experience. The Customer Success Manager reports to the Customer Success Regional or National Manager.

This is a remote position requiring up to 90% travel to Albany, Rochester, Buffalo, and Pittsburgh.

What You'll Do

Sales & Sales-Marketing Support

• Engage with the sales team on proposal development and accurate estimating, as needed.
• Collaborate monthly with sales to ensure alignment on all customer deliverables and prevent negative gross profit impact.
• Support other business development needs for sales and marketing as needed by management.

Technical Expertise

• Maintain expert competency in how the entire integration product portfolio integrates and functions.
• Complete all trainings assigned through the OR1 training department, and pursue outside training opportunities to evolve technical expertise.
• Demonstrate technical competency through successful installs with minimal service tickets during the warranty period, and low change orders per project relative to national standards.
• Understand the basics of hospital construction, and maintain expert competency in cable management and termination.

Project Management

• Lead project planning sessions and manage project progress to ensure deadlines are met.
• Manage relationships with clients and stakeholders throughout the project lifecycle.
• Oversee all incoming and outgoing project documentation, and design risk mitigation plans for each project.
• Deliver projects on time, within budget, and in line with national KPI standards for Customer Success.

Customer Satisfaction & Success

• Ensure customers experience a best-in-class installation, including clear, well-documented communication.
• Monitor, collect, and report on customer feedback post-installation to identify process improvement opportunities, proactively soliciting and working to resolve negative feedback.
• Help maintain KARL STORZ's #1 ranking in customer satisfaction by turning customers into lifelong advocates.
• Deliver customer training in a timely, comprehensive manner, and confirm and document product utilization post-install.

What You Bring

• 3-5 years of experience in consulting, project delivery, or project management.
• 5-7 years of experience in a role requiring technical acumen in AV or IP.
• Field-based project and program-level management experience.
• A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field, or 5 years of experience with the preferred hard skills in place of a degree.
• Willingness to travel up to 90%, with a good driving record.
• Ability to work in and around hospital personnel, sensitive medical equipment, and patients; this is a safety-sensitive position.
• Knowledge and experience in the medical device and/or healthcare marketplace is a plus.
• Holistic understanding of cable terminations and handling (cable pull, solder, crimp, compression, and punch-down connections for audio, video, network, control, and power devices) is a plus.
• Holistic understanding of cable media (Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic) is a plus.
• Advanced knowledge of control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders is a plus.

What Will Make You Successful

• Demonstrated outstanding personal leadership and a true team-player mindset, with excellent interpersonal skills across internal and external executives.
• Intellectual curiosity and creativity in developing new approaches to improve the customer experience.
• A sense of urgency and healthy impatience with the status quo.
• Comfort operating in ambiguous or high-stress situations.
• Track record of working collaboratively in a matrixed environment and driving project/process improvement.
• Excellent, proven communication and organizational skills, with the ability to multitask effectively.
• Highest standards of ethical behavior.

Why KARL STORZ?

Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.

Ready to make an impact? Apply to be our next OR1 Customer Success Manager and help us build the future of MedTech together.

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