OR1 Customer Success Manager

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.

Responsibilities

• 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.

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.
• 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.

Qualifications

• 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.
• 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.