KARL STORZ North AmericaRemote
Customer Success Utilization Manager
United States of America
Full Time
2 weeks ago
Visa Sponsor
Key skills
Operating Room (OR) technologiesVideo Tower technologiesPost-installation project managementCustomer onboarding and trainingHardware and software solutions expertiseData analysis for utilization and adoptionQuarterly Business ReviewsVideo integration solutionsOR1 room management solutionsOperating room workflows and protocolsCustomer-driven implementation and training plansSoftware utilizationGoLeadershipCommunicationCollaborationCustomer SuccessSales
About this role
KARL STORZ North America is seeking a Customer Success Utilization Manager who will drive adoption and long-term success of their Operating Room and Video technologies. This role involves post-installation support, training, and collaboration with customers to ensure effective implementation and utilization of the company's solutions.
Responsibilities:
- Lead regional post-installation execution for OR and Video Tower projects, ensuring on-time, successful go-live
- Manage post-installation plans, progress, documentation, and customer feedback
- Act as primary consultant to define and deliver customer-specific success outcomes following installation
- Analyze usage data and customer metrics to drive adoption and identify expansion opportunities
- Design and implement customized utilization, training, and adoption plans across hospital enterprises
- Conduct Quarterly Business Reviews with customer leadership to review performance, utilization, and growth opportunities
- Onboard and train physicians, clinicians, and staff across all sites of care
- Deliver customized, product-specific training and demonstrations of procedural applications
- Provide expertise on hardware, software, integrations, upgrades, and use cases
- Serve as expert on video, integration, and OR1 room management solutions
- Understand operating room workflows and protocols to support effective deployment and use
- Ensure a best-in-class onboarding and post-installation customer experience
- Build strong relationships with clinical, administrative, and materials management stakeholders
- Partner with sales and internal teams to align service delivery, growth, and account strategy
- Collect and report customer feedback to support continuous improvement
Requirements:
- 2–3 years in OR sales, service, or technical roles, or
- 1+ year of KARL STORZ video and integration service/support experience, or
- Equivalent technical or operating room experience
- Bachelor's degree with demonstrated technical aptitude, or equivalent combination of education and experience
- Strong leadership, communication, and organizational skills
- Consultative mindset with intellectual curiosity and creativity
- Proven ability to work cross-functionally in a matrixed environment
- High ethical standards, adaptability, and comfort in fast-paced or ambiguous situations
- Strong customer satisfaction track record
- Knowledge of OR and clinical workflows
- Ability to design and execute customer-driven implementation and training plans
- Experience demonstrating and driving software utilization