Customer Success Utilization Manager

About the role

The Customer Success Utilization Manager plays a critical role in managing the overall success, effectiveness, and adoption of installed Operating Room and Video technologies within their respective region. This role delivers key roadmaps for brand growth, serving as a subject matter expert consultant who provides customized, strategic guidance to expand product impact and technological capability within the market.

Responsibilities

• Project Management: Act as advisor to drive adoption and utilization of electromechanical products, determine customer-specific education needs, and develop custom training plans based on individual needs analysis and metrics review.
• Demonstrate deployment excellence through high adoption rates compared to benchmarks.
• Manage post-installation, go-live, and onboarding progress, consulting with customers to support their post-install deployment plan.
• Lead proper technical deployment of software, hardware, video, and integration products.
• Utilization & Adoption Management: Onboard, train, and educate physicians, clinicians, and users at all sites of care, add and train additional users to the product ecosystem.
• Provide customized training for on-site users based on the specific products deployed and user needs.
• Effectively present and demonstrate KARL STORZ key product procedural applications.
• Develop individualized strategic review plans to ensure continued network growth.
• Collaborate closely with the local sales team to align on service and account growth.
• Host Quarterly Business Reviews with executive leadership at customer sites to review utilization and adoption statistics and identify tools that impact growth.
• Establish and maintain strong working relationships with nurses, physicians, materials management, and administrative personnel.

Requirements

• A minimum of 2–3 years in OR sales or service roles, or 2–3 years in a role requiring technical acumen, or 1+ year of KARL STORZ-specific video and integration service/support experience in the operating room.
• A Bachelor's degree showing technical aptitude, or a Bachelor's degree plus 3 years of operating room or technical AV experience, or additional years of relevant experience in place of a degree.
• Willingness to travel up to 50–80% or more throughout the year, depending on the account, to customer sites including hospitals, operating rooms, laboratories, and surgery centers.
• Good driving record required.
• 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.

What Will Make You Successful

• Demonstrated outstanding personal leadership and a true team-player mindset, with strong 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.
• Excellent, proven communication and organizational skills, with the ability to multitask effectively.
• Highest standards of ethical behavior.
• Comfort operating in ambiguous or high-stress situations.
• Track record of working collaboratively in a matrixed environment.
• Track record in customer satisfaction and process-oriented roles; enjoys bringing new functionality to customers.
• Holistic understanding of demonstrating software utilization in a logical, easy-to-follow manner.
• Demonstrated ability to teach and educate through a process model with targeted short- and long-term objectives.
• Ability to design an implementation plan with customer input and execute against it.
• Advanced knowledge of OR and clinical processes.