Customer Success Manager
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Job Description
Customer Success Manager leading medical operating-room installation projects for KARL STORZ. Managing technical delivery, customer satisfaction, training, and regional stakeholder relationships.
Responsibilities:
- Manage the overall growth, effectiveness, and profitability of Operating Room installation projects within the region
- Deliver world-class customer service and ensure timely, accurate Operating Room installations
- Maintain continuous alignment with service and deployment teams
- Engage with sales on proposal development and accurate estimating
- Collaborate monthly with sales on customer deliverables and prevention of negative gross profit impact
- Support business development needs for sales and marketing as needed
- Maintain expert competency in the integration product portfolio
- Complete assigned OR1 training and pursue outside training opportunities
- Demonstrate technical competency through successful installs with minimal warranty-period service tickets and low change orders
- Understand hospital construction and maintain expert competency in cable management and termination
- Lead project planning sessions and manage project progress to meet deadlines
- Manage client and stakeholder relationships throughout the project lifecycle
- Oversee incoming and outgoing project documentation
- Design risk mitigation plans for each project
- Deliver projects on time, within budget, and according to national Customer Success KPI standards
- Ensure a best-in-class installation experience through clear, documented communication
- Monitor, collect, and report post-installation customer feedback
- Identify process improvement opportunities and proactively resolve negative feedback
- Help maintain KARL STORZ's #1 customer satisfaction ranking by developing lifelong customer advocates
- Deliver timely, comprehensive customer training and document product utilization post-install
Requirements:
- 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
- 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%
- Good driving record
- Ability to work in and around hospital personnel, sensitive medical equipment, and patients
- Safety-sensitive position
- Knowledge and experience in the medical device and/or healthcare marketplace is a plus
- Holistic understanding of cable terminations and handling, including cable pull, solder, crimp, compression, and punch-down connections
- Holistic understanding of cable media, including Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic
- Advanced knowledge of control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders
- Outstanding personal leadership and team-player mindset
- Excellent interpersonal, communication, and organizational skills
- Ability to multitask effectively
- Highest standards of ethical behavior
- Most field-based roles require hospital credentialing/health screens as a condition of employment, potentially including required vaccinations and other customer requirements
Benefits:
- Medical / Dental / Vision including a state-of-the-art wellness program
- Access to pet insurance
- 3 weeks vacation accrual for full time roles (field sales roles are not eligible except where required by law)
- Paid holidays
- Paid sick time
- Up to 8 weeks of 100% paid company parental leave, including maternal/paternal leave, adoption, and fostering of a child
- 401(k) retirement savings plan with a match of 66.67% (4%) of the employee’s first 6% contribution, up to IRS limits
- Section 125 Flexible Spending Accounts
- HSA Savings Accounts with company contribution
- Life, STD & LTD Insurance
- Tuition prepaid up to $5,250 per year
- Fitness reimbursement up to $200 annually
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